Full-time CPO, Citizens Bank

01Collections & Recovery Product Director & Neighborhood Lead

• We are seeking a results-driven Product Director to drive the vision, strategy,
• delivery, and transformation of our Collections & Recovery platform

capabilities. This senior leadership role is responsible for ongoing product

delivery, enhancing existing capabilities, and leading the Collections &

Recovery Reimagine the Bank transformation agenda.

The Product Director will play a pivotal role in reshaping the Collections &

Recovery experience, leveraging AI, intelligent automation, advanced analytics,

and modern technology solutions to enable personalized customer engagement,

expanded self-service, and greater colleague efficiency. This includes advancing

intelligent voice and digital interactions, personalized collection strategies,

and AI-enabled colleague capabilities.

Operating as the experience owner/neighborhood lead, this leader will bring

together business, product, technology, architecture, and data teams to drive

integrated product delivery. The role requires strong product leadership,

execution discipline, and strategic vendor relationship management to deliver

capabilities across a technology ecosystem with multiple third-party solutions.

The Product Director will be accountable for delivering product capabilities

that enable improved customer experience, operational efficiency, and

collections performance.

This role will have direct reports and will report directly to the Consumer

Operations Delivery Head.

Key Responsibilities:

• Align roadmaps across teams to a coherent strategy and shared outcomes
• Resolve cross-team and cross-domain tradeoffs
• Drive consistent product management standards, practices, and decision
• frameworks
• Establish outcome metrics and hold teams accountable for results
• Lead stakeholder alignment and decision-making at scale
• Ensure teams are solving the right customer problems across the product area
• Address systemic delivery issues and improve operating efficiency
• Leads multiple product teams or a complex product domain
• Direct people leadership with accountability for performance and development
• Drives cross-functional alignment with business, tech, risk, and operations
• Strong strategic thinking and systems orientation
• Effective organizational influencer and decision facilitator
• Proven ability to scale teams and improve delivery outcomes
• Deep understanding of domain, risk, and regulatory considerations
• Qualifications:
• Bachelor’s degree in Business, Technology, Engineering, Economics, or a
• related discipline; advanced degree strongly preferred.
• Typically 8-12 years of progressive product management experience, including
• leadership responsibility for multiple products, programs, or product teams.
• Deep knowledge of product strategy, portfolio management, operating models,
• performance measurement, governance practices, and organizational
• priorities.
• Strong understanding of financial services operations, servicing, and

regulatory considerations. Direct Collections & Recovery experience is

strongly preferred.

• Demonstrated ability to translate enterprise objectives into coordinated
• product strategies, investment priorities, and measurable business outcomes.
• Strong understanding of AI, intelligent automation, and emerging
• technologies, with the ability to translate opportunities into scalable

business capabilities. Familiarity with generative and agentic AI is

desirable. Direct experience applying these technologies in Collections &

Recovery or customer operations is a significant plus.

• Proven people leadership experience, including talent development,
• performance management, succession planning, and team capability building.
• Demonstrated experience managing strategic technology vendor relationships,
• evaluating third-party solutions, influencing vendor roadmaps, and delivering
• integrated capabilities across complex enterprise technology environments.
• Strong strategic, analytical, and systems-thinking capabilities with
• experience resolving complex cross-functional issues that impact multiple
• teams or business areas.
• Highly effective stakeholder management and influencing skills with the
• ability to facilitate decisions among senior leaders across business,
• technology, operations, risk, and compliance functions.
• Strong understanding of business, operational, customer, risk, and regulatory
• considerations and the ability to balance these factors when making decisions
• with medium- to long-term impact.
• To thrive as a colleague at Citizens, candidates must demonstrate a strong
• customer-centric mindset, exhibit persistence and resilience in the face of
• challenges, and embrace continuous learning to adapt and grow in a dynamic
• environment.
• Hours and Work Schedule: (4 days in office, 1 day remote)
• Must sit within a Citizens Corporate office location.

02Hours per Week: 40

Work Schedule: Monday-Friday

Pay Transparency:

The salary range for this position is $221,000-$271,000 per year, plus an

opportunity to earn an annual discretionary bonus. 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

03benefits, visit  https://jobs.citizensbank.com/benefits

• [https://jobs.citizensbank.com/benefits] .
• Work Authorization:
• This role is not eligible for new employer sponsored or current H-1 B visa

holders. Applicants, including current OPT, L and other visa holders, must be

authorized to work in the U.S. without the need for new employer sponsorship for

themselves or their spouses now and in the future.

04Equal 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.

05Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

06[https://jobs.citizensbank.com/Job-Applicant-Privacy-Policy]

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a

background check, which may include initial credit, motor vehicle record, public

record, prior employment verification, and criminal background checks. Results

of the background check are individually reviewed based upon legal requirements

imposed by our regulators and with consideration of the nature and gravity of

the background history and the job offered. Any offer of employment will include

further information.