Program Manager - Client Services Chat

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

 

Job Description:
This job is responsible for overseeing programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include serving as the primary contact to department managers for critical change initiatives and communicating, influencing, and negotiating vertically and horizontally to obtain or leverage resources. Job expectations include delivering regulatory and executive materials and ensuring results align to program strategy, simplification, and new capabilities.

The Client Services Chat Program Manager partners to scale and strengthen the chat channel by growing capacity, expanding capabilities, and driving efficiency. This transformation leader is responsible for the strategy, planning, and execution of the chat channel as a core client servicing capability. This role operates in close partnership with senior leadership to drive the end-to-end transformation and expansion of chat, ensuring alignment across client experience, operational performance, and cost efficiency. The Client Services Chat Program Manager will play a critical leadership role in expanding channel availability, increasing the range of services completed within chat, and improving efficiency through workforce strategy, process optimization, and technology enhancements.

Responsibilities:

• Defines program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders

• Works closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives

• Monitors the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators

• Analyzes, evaluates, and overcomes program risks, and produces program reports for managers and stakeholders

• Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives

• Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution

• Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations

LOB Specific Responsibilities:

• Partners across leadership to align priorities and ensure successful execution of key program initiatives

• Drives integrated planning across hiring, operations, technology, and process to support channel growth and scalability

• Partners on workforce strategy, including FTE planning and capacity modeling, to expand chat availability and meet demand

• Supports the expansion of chat capabilities by identifying opportunities to enable more servicing within the channel

• Drives efforts to improve efficiency through technology, automation, and streamlined processes

• Partners closely with technology and product teams to prioritize enhancements that improve both agent and client experience

• Supports agile planning and execution, including prioritization, backlog management, and delivery tracking

• Contributes to business case development, funding strategy, and investment planning to enable long-term growth

• Monitors performance across key metrics, helping identify trends, risks, and opportunities