Platform Manager - CIAM

Leadership Responsibilities

• Set the product vision and multi-year strategy for Citizens’ centralized CIAM authentication and identity platform, aligned to the bank’s Reimagine the Bank priorities
• Lead, coach, and manage the Product Owner responsible for CIAM authentication and identity platform delivery, ensuring clear priorities, accountability, and execution discipline
• Own the enterprise roadmap for OTP consolidation, passwordless authentication, adaptive authentication, device intelligence, biometrics, and identity orchestration
• Establish product governance, prioritization forums, and decision frameworks that align Security, Fraud, Digital, Technology, Operations, and business stakeholders
• Translate business strategy into funded product roadmaps, delivery milestones, adoption plans, and measurable outcomes across customer experience, fraud reduction, and operational efficiency
• Drive enterprise authentication standards and platform rationalization to eliminate duplicative controls, reduce technical fragmentation, and improve consistency across channels
• Partner with technology and engineering leaders to ensure platform scalability, reliability, security, operational readiness, and integration across mobile, online, contact center, and branch journeys
• Represent CIAM authentication priorities in executive forums, communicating progress, risks, tradeoffs, and business value in a clear and actionable manner
• Define and manage success metrics, including authentication success rates, step-up rates, abandonment, fraud losses, conversion lift, reliability, and customer friction

Key Skills, Competencies, and Experience

• 10+ years in product leadership, digital identity, authentication, fraud, security, platform delivery, or related technology domains
• Proven experience leading enterprise-scale product or platform transformations, preferably in CIAM, authentication modernization, fraud prevention, or digital banking
• Demonstrated people leadership experience, including managing product owners, delivery leads, or cross-functional product teams
• Strong understanding of modern authentication capabilities, including passkeys/FIDO2, biometrics, MFA, OTP, device intelligence, identity verification, and adaptive authentication
• Ability to define product strategy, operating models, roadmaps, KPIs, governance routines, and executive-level narratives that connect technical delivery to business value
• Experience integrating fraud, risk, security, analytics, and customer experience signals into identity and authentication journeys
• Strong executive communication and stakeholder management skills, with ability to influence senior leaders and align competing priorities
• Experience leading Agile product delivery at scale and partnering with engineering, architecture, risk, fraud, operations, and digital teams
• Commercial mindset with ability to measure and communicate outcomes such as conversion improvement, fraud reduction, reduced customer friction, reliability gains, and operational savings
• Experience with AI, analytics, behavioral signals, or decisioning platforms in identity, fraud, or customer experience contexts preferred

Education

• Bachelor’s degree required; advanced degree or equivalent leadership experience 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 $177,000 – $228,000 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.

Benefits

• Competitive pay
• Comprehensive medical, dental and vision coverage
• Retail benefits
• Maternity/paternity leave
• Flexible work arrangements
• Education reimbursement
• Wellness programs

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.