Sr. Associate, Program Manager

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

This Program Manager role is responsible for coordinating, planning and executing alongside multiple Operations Product Owners, ensuring priorities are aligned and dependencies are proactively managed across employee servicing tools and customer-facing technologies. The role drives strong program governance, delivery discipline, and cross-functional collaboration to deliver high-quality, compliant solutions that meet both operational and customer experience goals. They provide oversight of intake, prioritization, and capacity planning while also advising stakeholders on clearly defining needs, outcomes, and success measures. Additionally, the Program Manager ensures transparency through reporting, supports change management and adoption, continuously improves delivery processes, and actively removes barriers to keep work progressing efficiently.

About This Role:

 

Job Specific Responsibilities/Accountabilities: 
•    Coordinate roadmap planning and execution in partnership with Operations Product Owners by aligning priorities between teams and ensuring dependencies and impacts are proactively managed.
•    Drive program governance and delivery discipline, including maintaining integrated plans, tracking milestones, managing risks/issues, and ensuring on-time, high-quality delivery across multiple agile teams and product backlogs.
•    Facilitate cross-functional collaboration between product owners, technology, operations, compliance, and servicing teams to ensure solutions meet regulatory requirements and operational needs within a financial services environment.
•    Coordinate and track intake, prioritization, and capacity planning across platform domains, helping Product Owners balance enhancements, defect remediation, and innovation initiatives based on business value and customer impact.
•    Advise business owners on articulating problem statements, objectives, success measures, benefits, business value, and overall needs in feature requests.
•    Ensure alignment to customers and employee experience outcomes by connecting frontline servicing pain points with platform enhancements, driving cohesive end-to-end journey improvements.
•    Provide transparency through reporting and executive communication, including program status, key metrics, risks, and outcomes to senior stakeholders.
•    Support change management and rollout planning, ensuring new capabilities are effectively deployed to servicing teams and customers, including training, communications, and adoption tracking.
•    Identify and drive continuous improvement opportunities across processes, tooling, and delivery practices to enhance accountability, efficiency, scalability, and customer satisfaction.
•    Actively remove roadblocks and escalate barriers that impede progress, partnering with stakeholders and leadership to quickly resolve dependencies, constraints, or resource gaps to keep work moving forward.
•    Facilitate Core Team meetings, roadmap reviews, and partner with Product Owners and Scrum Masters

Key Skills:
•    Delivery Management – Keeps work organized, on track, and delivered on time across teams.
•    Communication & Influence – Clearly communicates and builds alignment with stakeholders at all levels.
•    Collaboration – Works effectively across teams (tech, operations, compliance) to drive shared outcomes.
•    Problem Solving – Identifies issues early and removes roadblocks to keep progress moving.
•    Experience Focus – Keeps customer and employee needs at the center of decisions.
 

The Ideal Candidate for This Role:

 

Minimum Qualifications:

Required:

• Bachelor’s degree in business, finance or related field

• 5+ years of progressive experience in operations, platform management, program management, or related technology fields
• 3+ years of experience with contact center platforms, servicing tools, or customer-facing operational systems
• Demonstrated experience leading cross-functional teams and enterprise-wide initiatives and influencing stakeholders

Desired:

• Experience with Gen AI, RPA and other automation tools
• Scrum and/or Agile c