Cx Program Manager Jobs in Boston, MA (NOW HIRING)

Description

4 Days in the office from any of our locations in Johnston RI, Charlotte NC, Dallas TX, Nashville TN, Iselin NJ, Westwood or Medford MA, or Phoenix AZ and couple other locations

Role is not relocation eligible. 

Product Manager, CIAM Authentication & Identity Platform Delivery Lead

The Product Manager for Customer Identity & Authentication will lead delivery of Citizens' next-generation centralized CIAM platform, a core pillar of the bank's Reimagine the Bank strategy. This role is responsible for transforming fragmented authentication and identity verification capabilities into a unified, risk-based, and intelligence-driven platform that reduces customer friction while strengthening fraud defenses.

This leader will drive the transition from siloed OTP and point solutions to a modern, adaptive authentication ecosystem-leveraging passkeys, biometrics, device intelligence, and AI-powered risk signals. The role will partner across Security, Fraud, Digital, Technology, and Operations to position identity not just as a control point, but as a driver of customer growth, trust, and conversion.

The role requires balancing near-term delivery (e.g., channel integration, OTP consolidation, fraud controls) with long-term platform transformation, ensuring measurable business impact across customer experience, fraud loss reduction, and operational efficiency. This role includes team leadership responsibilities and reports to the CIAM Product Leader. 

Responsibilities

• Lead delivery of a centralized CIAM platform, consolidating fragmented authentication and identity verification capabilities across mobile, digital, contact center, and branch channels
• Drive OTP and authentication consolidation strategy, reducing redundancy, improving reliability, and enabling consistent customer experience across journeys
• Define and execute the roadmap for modern, passwordless and risk-based authentication, including passkeys, biometrics, behavioral signals, and adaptive step-up
• Embed risk-based decisioning and AI-driven identity intelligence into authentication flows to dynamically balance security and customer friction
• Partner across Security, Fraud, Digital, and Technology to align on enterprise authentication standards and eliminate duplicative controls
• Enable omnichannel identity orchestration, ensuring identity signals persist and are leveraged consistently across customer journeys
• Own delivery outcomes and adoption, ensuring scalable implementation, operational readiness, and measurable business impact
• Establish enterprise authentication standards and governance, preventing future fragmentation and ensuring consistency across all channels and products
• Track and optimize core business KPIs, including authentication success rates, step-up rates, fraud losses, customer friction, and conversion lift

Key Skills, Competencies, and Experience

• 7+ years in product management, platform delivery, or identity/authentication/fraud domains
• Proven experience leading enterprise-scale platform transformations, ideally CIAM or authentication modernization initiatives
• Strong expertise in modern authentication technologies (passkeys/FIDO2, biometrics, MFA, device intelligence, identity verification)
• Experience delivering risk-based or adaptive authentication and integrating fraud/risk signals into customer journeys
• Deep understanding of CIAM principles, identity orchestration, and omnichannel customer journeys
• Experience driving OTP consolidation or authentication platform rationalization strongly preferred
• Expertise in Agile delivery (SAFe, Scrum, Kanban) at scale
• Strong executive communication skills, with ability to translate identity strategy into business outcomes
• Demonstrated ability to lead cross-functional teams and influence without authority
• Experience defining and managing KPIs tied to business outcomes (conversion, fraud reduction, CX improvement)
• Ability to balance security, customer experience, and operational efficiency in authentication design
• Experience with AI/analytics-driven identity or fraud capabilities preferred

Education

Bachelor's degree required; advanced degree preferred

Hours and Work Schedule:
Hours per Week: 40
Work Schedule: Monday to Friday, 8:00 AM to 5:00 PM

Pay Transparency 

The salary range for this position is $142,000 - $185,000 per year, plus an opportunity to earn additional incentive earnings (if applicable). Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience..

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.