Customer Implementation Manager Jobs in Lawrence, MA

Aspartof the Customer Experience and The Way We Work Enablement(CXTW3E)organization within Enterprise Platforms,theProgram Manager Iownsthe Idea to Implementation (I2I) readiness frameworkas both a product manager and an engagement manager.

The I2I frameworkenables teams toinvest in readiness early, so theyavoid costly mistakes, build stakeholder trust, and set the stage for smooth execution.It alsoprovides a shared structure for collaboration across the enterprise-with clear purpose, expected outcomes, and the right partners to guide progress- all withThe Way We Workmindsets and behaviorsembedded.

The Program Manager manages the I2I product- mandatory for all opportunities in the SIC pipeline -including ensuring effective alignment with SDLC and TSP processes. They manage assigned staff (on a direct and indirect basis)delivering I2I support to internal clients, manage stakeholders,andmaintainthe product measurement strategy.

Work Model & Office Locations:

This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank's regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

• 345 Main Street, Buffalo, NY

• 115 Federal Street, Boston, MA

• 1 Light Street, Baltimore, MD

• 1350 I Street NW, Washington, DC

• 1100 North Market Street, Wilmington, DE

• 277 Park Avenue, New York, NY

• 850 Main Street, Bridgeport, CT

• 77 Pine Street, Burlington, VT

• LeadI2I product management

• Define and communicate a clear product visionand strategyaligned to business objectives

• Maintain and continuously refine theproduct roadmap, balancingcustomer needs, business priorities, risk, and technical considerations

• Understandcustomer needs through research, feedback, data, and operational insights

• Ensure solutions create measurable value for customers and the businesswith a focus on continuous improvement

• Drive product delivery through vendor management and partner engagement

• Design andmaintainmeasurement strategy, monitoring adoption,utilization, customer satisfaction, and value realization

• Lead stakeholder engagement including senior leaders, business partners, and delivery teams communicating tradeoffs, risks, and progress effectively

• Define and enforce standards, processes, and ways of working that improve consistency and quality

• Drive adoption through change management, enablement, measurement, and influence

• Lead I2I customer management and enterprise delivery

• Build andmaintaincustomer forecast

• Scopeengagementsusingaconsultative approach

• Align supporting resources, ensuringfamiliarity with scope and projectobjectivesandestablishingclear roles and responsibilities.Monitorprogress andperformance.Resolve blockers.

• Measureengagementperformanceand customer satisfactionutilizingappropriate toolsand techniques

• Addressengagementissues byidentifyingand selecting a course of actionconsideringprogram constraints andobjectivesto enable continued program success

• Implement approved actions and workaroundsrequiredto mitigate risks

• Improveengagementperformance by building team cohesiveness, leading, mentoring,trainingand motivating tofacilitatecooperation.

• Understand and adhere to the Company's risk and regulatory standards,policiesand controlsin accordance withthe Company's Risk Appetite. Design, implement,maintainand enhance internal controls to mitigate risk on an ongoing basis.Identifyrisk-related issues needing escalation to management.

• Promote an environment that supports belonging and reflects the M&T Bank brand.

• Maintain M&T internal control standards, includingtimelyimplementation of internal and external audit points together with any issues raised by external regulators as applicable.

• Complete other related duties as assigned.

• Exerciseusualauthority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performancemanagementand terminations.

Supervisory/ Managerial Responsibilities:

Vendor team

Education and Experience Required: