Consumer Credit Card Product Performance Partner

Job description

At Citizens, we’re building a best-in-class consumer credit card business designed around our customers’ needs and ambitions. The Consumer Credit Card Product Performance Partner will be responsible for ensuring that the end-to-end product management activities operate with strong procedural discipline, include robust controls, and comply with all regulatory and internal standards. This role serves as the operational and control owner for the Credit Card Business.

This individual will ensure all processes are well documented, risks are identified and managed, and control monitoring is effective. This role will also coordinate across product, risk, operations, legal, and technology teams to ensure that when there are changes, they are properly governed, reviewed, and embedded in a controlled and compliant manner.

Primary responsibilities include Process Design & Mapping

Lead the design, documentation, and ongoing optimization of end-to-end business processes, including development of process maps, identification of handoffs and dependencies, and implementation of opportunities to simplify, standardize, and strengthen execution.

Procedure Governance

Establish and maintain a disciplined procedure governance framework, ensuring business procedures are accurate, current, appropriately approved, centrally maintained, and reviewed on a defined cadence.

Business Risk & Control Ownership

Serve as a key business owner for the risk and control environment, partnering with Risk, Compliance, and Operations to identify risks, design and maintain effective controls, support testing and audits, remediate issues, and ensure sustainable control execution.

Business Continuity Planning

Own and maintain business continuity and resiliency plans for critical business functions, including identification of critical processes, dependencies, recovery requirements, contingency procedures, and periodic testing.

Document & Records Retention Management

Oversee document and records retention practices, ensuring business records are appropriately classified, stored, retained, and disposed of in accordance with enterprise policies, regulatory requirements, and established retention schedules.

Governance & Continuous Improvement

Create clear ownership, standards, inventories, reporting, and governance routines across processes, procedures, controls, continuity plans, and records management while proactively identifying gaps and driving remediation and continuous improvement. Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications

Completed Bachelor’s degree in Business, Finance, Economics, or related field. 7+ years in credit cards, payments, operations, or financial services product management. Strong knowledge of risk management, controls, and compliance standards. Proven ability to lead cross-functional projects and influence stakeholders. Excellent analytical, communication, and documentation skills. Proficiency in Microsoft Office and governance tools.

Ability to work on-site 4 days per week in designated locations.

Preferred Qualifications

MBA or advanced degree. Experience with credit card lifecycle management and change governance. Familiarity with regulatory requirements (OCC, CFPB) and enterprise risk frameworks. Skills in process automation and reporting tools (Tableau, Power BI). Knowledge of Agile methodologies and customer experience principles. Proven record of consistent employment and long-term tenure Hours and Work Schedule: Hours per Week: 40 Location: Newark, DE, Westwood, MA, Johnston RI, Shelton, CT Work Schedule: 8-5 PM ET ; Monday – Friday, 4 days in the office.

Travel

Ability to travel up to 10% Pay Transparency The salary range for this position is $116,000-$157,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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 . Citizens will not sponsor an applicant for a work visa, such as an H-1B, for this position. #LI-Citizens1