As a Program/Project Manager within the Cross Product Change Services team, you will be a key driver in transforming strategic plans into tangible programs and projects, delivering impactful results across various business units. You will leverage your deep knowledge and expertise in project management to navigate complex issues, make informed decisions, and ensure the successful execution of programs. Your role will involve significant cross-functional collaboration, data analysis, and conflict management to align operations initiatives with business strategy.  You will operate initially as an individual contributor with strong matrixed influence, people management responsibility may be added over time (12–24 months) as the transformation portfolio scales. Your ability to think strategically, adapt to change, and deliver excellent customer service will be crucial in this role. Job responsibilities • Lead the transformation of strategic plans into high-impact programs and projects, utilizing your expertise in project management and strategic thinking to deliver results across various business units • Translate strategic goals into a multi-year roadmap and quarterly execution plans (milestones, runbooks, and measurable targets) • Lead cross-functional coordination across Business, Operations, and Technology; embed in workstreams to drive decisions and delivery • Partner with stakeholders to define priorities and requirements; translate them into clear scope, timelines, and acceptance criteria • Engage with senior management and stakeholders, providing regular updates on program progress, and collaborating to resolve any arising issues • Define and manage Objectives and Key Results (OKRs) across Quality / Cost / Time, including Key Performance Indicators (KPI)definitions, data sources, and accountability by workstream • Build and maintain dashboards/scorecards; lead routine performance reviews to identify bottlenecks, quantify impact, and drive actions to closure • Use operational data (e.g., activity/time, throughput, defects, cycle times) to prioritize highest-value interventions and track benefits realized • Design and deliver scalable solutions across Operations that drive measurable value (quality, efficiency, cycle time) • Own portfolio governance: Risk, assumption, issue, and dependency management (RAID) management, dependency mapping, delivery reporting cadence, and executive updates with clear decision asks • Produce executive-ready artifacts throughout the lifecycle (business cases, process flows, gap analyses, governance packs, operating model documentation, future-state models, and stakeholder updates) Required qualifications, capabilities, and skills • 10+ years leading complex, multi-workstream transformation and program delivery initiatives with demonstrated success driving measurable outcomes across cross-functional stakeholders • Strong program management discipline, including roadmap planning, milestone and critical path management, RAID management, governance forums, and timely escalation and resolution of blockers • Strong analytical and problem-solving capability; able to structure ambiguity into clear options, recommendations, and executable delivery plans • Proven ability to influence outcomes at all levels; able to navigate complex organizations to accelerate decisions, align stakeholders, and drive accountability • Excellent written and verbal communication; able to produce crisp, executive-ready narratives, governance materials, and status reporting under tight timelines • Demonstrated experience defining and driving OKRs and KPIs and key performance indicators, using data to manage performance and track benefits realization (quality, efficiency, and time to market) • Demonstrated proficiency in data analysis and insight generation; able to interpret models, identify drivers, and provide continuous insight to improve program execution • Proven conflict management capability: able to surface issues early, facilitate productive discussions, and create win-win solutions through collaboration and negotiation • Advanced proficiency with common delivery and analytics tools, including Jira (delivery tracking, workflow hygiene, dashboards and filters), Confluence (documentation, operating model artifacts, governance packs), SharePoint (program repositories and stakeholder communications), Excel (trackers, objectives and key results rollups, analysis, scenario planning), and Tableau (key performance indicator dashboards and executive reporting) Preferred qualifications, capabilities, and skills • Alteryx — repeatable data preparation/automation workflows and operational analytics • Integrate artificial intelligence solutions to enhance project outcomes and drive data-driven decision-making • Implement automation to streamline project workflows and increase operational efficiency • Foster a culture of innovation by encouraging creative problem-solving and the adoption of new technologies • Mentor team members to support their professional growth and enhance project management capabilities • Preferred experience supporting more than one CCB Operations Function/Line of Business