Director, D&CX Program Manager

About the role

This role serves as the operational and strategic backbone for D&CX's horizontal capabilities (Ethos design system, tagging infrastructure) that enable consistent, scalable digital experiences across TIAA. The Program Manager balances delivery of new features, sustaining BAU operations, and driving planning cycles that keep capabilities aligned to enterprise priorities. Success in this role directly influences the quality, consistency, and measurability of digital experiences delivered to TIAA customers. The ideal candidate combines strategic thinking with disciplined execution, communicates fluently across all organizational levels, and exercises the judgment to resolve challenges before they become liabilities.

Responsibilities

• New Feature & Function Delivery — Lead end-to-end delivery of new capabilities across D&CX using a hub and spoke model, ensuring all new requests are evaluated against capacity, strategic value, and readiness before commitments are made.
• BAU Operations & Capability Health — Own the operating rhythm that keeps horizontal capabilities running effectively, maintaining visibility into Ethos adoption, tagging quality, and performance indicators while proactively resolving systemic friction before it compounds.
• Planning Cycles — Drive a multi-horizon planning framework spanning monthly execution health, quarterly roadmap refresh, annual budget input, and long-term senior leader engagement to shape a multi-year vision for D&CX horizontal capabilities.
• Monthly Stakeholder Updates — Produce concise, insight-driven updates that give leaders an honest picture of capability status, delivery progress, adoption metrics, risks, and pending decisions to build confidence and enable informed action.
• Issue Resolution — Own the identification, escalation, and resolution of capability blockers by bringing rigor to problem definition, framing decision options with honest tradeoff analysis, and treating every resolved issue as an opportunity to strengthen the system so the same friction does not recur.
• Stakeholder Partnership — Partner with cross-functional teams across TIAA to define capability scope, ownership, and success criteria, translating technical complexity into clear executive insight that gives leaders an honest picture of what is happening, why it matters, and what TIAA gets for its effort.
• Operational Excellence — Establish governance structures, reporting mechanisms, and operating rhythms that provide transparency and accountability at scale, balancing process rigor with the agility needed to keep the work reliable and fast-moving.

Requirements

• 5+ years of experience in Program Management (required); 7+ years (preferred).
• University degree preferred.
• Sedentary work environment.

Skills

• Required Skills:
  • 5+ years' experience in Program Management.
  • 5+ years' working in Microsoft Office Suite.
• Preferred Skills:
  • Experience working in Digital & Client Experience environment (not IT specific).
  • Working in a matrixed environment.
  • Working with senior leadership on strategic initiatives.
  • Leads project meetings and identifies cross-functional impacts to project initiatives; develops recommendations to influence programs for end-to-end customer/associate journeys.
  • Proactively drives integration and collaboration across key business partners (e.g., technology/engineers, finance, legal, regulatory, and cross-enterprise stakeholders).
  • Communicates program updates to leadership, stakeholders, and project teams; ensures stakeholder agreement across enterprise impacts.
  • Creates executive-level presentations for leadership (Board, EC, and QBR) to monitor progress, coordinate reporting, interdependency management, performance management, and issue/risk/change review and escalation.
  • Works with Business Owners to identify, mitigate, and monitor risks, issues, and cross-project dependencies; assists with clearing obstacles.
  • Drives outcomes and performance metrics; owns and manages timelines, planning deliverables, resource requirements, scope management, stakeholder engagement, and budget.
  • Provides guidance to execution teams; assists with identification of cross-enterprise impacts and resource engagement.
  • Tracks and reports on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects.
  • Shares lessons learned and best practices across programs; builds relationships with stakeholders and brokers relationships at all levels.
  • Maintains processes to ensure project management documentation, reports, and plans are relevant, accurate, and complete.
  • Proven ability to execute in a SAFe environment.
  • Proficient in MS Office suite including MS Project, Outlook, Word, PowerPoint, Excel, etc.
• Related Skills: Adaptability, Collaboration, Communication, Consultative Communication, Executive Presence, General Risk Management, Influence, Problem Solving, Program Management, Project Management, Relationship Management, Stakeholder Engagement.

Pay

Base Pay Range: $139,000/yr - $188,000/yr. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include participation in an incentive program linked to performance.

Benefits

The organization is committed to making financial well-being possible for its clients and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness, and work-life offerings that can help you achieve and maintain your best possible physical, emotional, and financial well-being.