Platform Manager - CIAM

4 Days in the office from any of our locations in Johnston RI, Charlotte NC, Dallas TX, Nashville TN, Iselin NJ, Westwood or Medford MA, or Phoenix AZ and couple other locations

Role is not relocation eligible. 

Product Management Manager, CIAM Authentication & Identity Platform Product Leadership

The Product Management Manager, CIAM Authentication & Identity Platform Product Leadership will lead the strategy, roadmap, and execution oversight for Citizens’ next-generation centralized customer identity and authentication platform. This leadership role will own the product vision for transforming fragmented authentication and identity verification capabilities into a unified, risk-based, intelligence-driven platform that improves customer trust, reduces friction, strengthens fraud defenses, and enables growth across digital and assisted channels.

This leader will manage the Product Owner, CIAM Authentication & Identity Platform Delivery Lead, and provide executive direction across OTP consolidation, passwordless authentication, adaptive risk-based authentication, identity orchestration, and platform adoption. The role will ensure delivery teams are aligned to enterprise priorities, measurable business outcomes, and a scalable operating model that positions identity as both a security capability and a customer experience differentiator.

The role requires strong product leadership, platform transformation experience, and the ability to influence across Security, Fraud, Digital, Technology, Operations, and business partners. This leader will translate identity strategy into funded roadmaps, governance, delivery priorities, and measurable outcomes tied to conversion, fraud loss reduction, reliability, operational efficiency, and customer satisfaction. This role reports to the Head of Digital Identity & Authentication.

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..

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

Equal 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.

Equal Employment and Opportunity Employer

Job Applicant Data 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.