Customer Care, Program Manager

About This RoleAI processing…

Key Responsibilities

• 1
  Lead end-to-end Contact Center program management for complex, cross-functional initiatives — scope, milestones, success metrics, governance structures from kickoff through the program lifetime
• 2
  Partner with Product, Engineering, Legal, Compliance, and Risk to ensure CX initiatives meet regulatory requirements (FINRA, SEC, state securities regulations)
• 3
  Run governance cadences — steering committees, status reporting, executive updates
• 4
  Own risk identification and mitigation, maintaining RAID logs and escalating regulatory/operational/tech risks
• 5
  Manage external vendor and financial-services partner relationships — contract deliverables, SLAs, escalation paths
• 6
  Own change management for production changes — testing, sign-off, rollback plans
• 7
  Support audits, regulatory exams, and inquiries — documentation, stakeholder responses, evidence gathering
• 8
  Build and maintain KPI/metrics reporting for program health, adoption, business outcomes
• 9
  Serve as BNY Contact Center Engagement Owner during Trump Account incidents — single point of contact for RH's CX team, alongside the incident ATC
• 10
  Lead incident management and business continuity for production issues affecting customer-facing brokerage systems
• 11
  Manage the program's U.S. Treasury waiver and compliance commitments — deadline tracking, renewal reporting

Requirements

• Experience managing complex, multi-stakeholder programs with external financial-services partners, vendors, or regulators
• Familiarity with financial agency relationships, trustee/custodial structures, or public-sector fintech — or comparable experience in a heavily contracted, multi-party environment
• Incident management and crisis communication experience — formal severity/on-call processes, cross-company coordination
• Comfort in ambiguity — building governance/SOPs for a first-of-its-kind program vs. an established playbook
• Excellent written/verbal communication, executive-level reporting for internal and external audiences
• Compliance-adjacent experience — regulated-data handling, contractual waiver management, third-party vendor governance
• Cross-functional leadership across Legal, Compliance, Security, Engineering, CX, and BPO oversight
• Bachelor's degree or equivalent practical experience; PMP or similar a plus

Perks & Benefits