Program Manager II - Operational Resilience

Resilience Manager

Role Summary

We are seeking an experienced Resilience Manager to drive and mature the organization’s ability to withstand, adapt to, and recover from operational disruptions. Reporting to the Head of Enterprise Resilience, this role owns end to end resilience for a specific line of business and works closely with business leaders to embed resilience into day to day operations.

Key Responsibilities

Lead a Lean, High Performing Resilience Team

• Build and develop a focused team of resilience professionals, prioritizing capability over headcount
• Recruit, mentor, and retain specialists in business continuity and operational resilience as needed
• Set clear objectives and performance standards aligned to resilience outcomes
• Use measurable KPIs such as recovery time objectives met, test success rates, and plan currency to drive accountability
• Foster a culture of continuous improvement, knowledge sharing, and challenge
• Encourage cross training to maintain agility and reduce single points of failure

Ensure Resilience Plans Protect the Business

• Execute within the enterprise resilience planning framework across aligned critical business services
• Ensure plans cover technology outages, cyber incidents, supply chain failures, facility loss, and third party disruptions
• Conduct rigorous plan reviews for completeness and realism
• Identify and escalate material gaps where recovery capabilities fall short of impact tolerances
• Maintain currency, accessibility, and usability of plans

Build Strong Partnerships with Business Leaders

• Act as a trusted advisor to senior leaders
• Embed resilience ownership within business units, shifting accountability from central control to the business
• Facilitate cross functional collaboration on interdependencies
• Communicate resilience risk in clear business terms
• Report regularly to executive leadership on resilience posture, emerging risks, and remediation progress
• Provide honest assessments, including areas of exposure

Support the Transition to an Operational Resilience Model

• Stay ahead of evolving regulatory expectations
• Support and implement the future state operating model focused on impact tolerance based resilience rather than recovery documentation

Ensure Effective Testing and Assurance

• Define and enforce resilience testing standards and frameworks
• Track testing coverage and results centrally
• Drive realistic and rigorous testing scenarios
• Ensure testing meets regulatory and audit expectations
• Ensure findings are addressed and corrective actions are completed

Lead Cyber Resilience and Data Loss Recovery

• Develop and maintain cyber resilience response capabilities related to malicious data loss and broader enterprise impacts
• Educate business leaders on data loss risks and recovery challenges
• Lead scenario based exercises focused on cyber and data loss recovery
• Set realistic expectations for recovery timelines and potential data loss windows

Qualifications

• Seven plus years of experience in operational resilience, business continuity, disaster recovery, or related risk disciplines
• Proven leadership of cross functional teams and enterprise wide programs
• Strong stakeholder management skills with the ability to influence senior executives
• Deep understanding of resilience frameworks, regulatory expectations, and industry best practices
• Experience with cyber resilience and security incident recovery preferred
• Relevant certifications such as CBCP, MBCI, or ISO 22301 Lead Implementer preferred

Pay Transparency

The salary range for this position is $155,000 to $175,000 per year, plus eligibility for an annual discretionary bonus. Actual compensation is based on work location, skills, and experience.

Benefits

Citizens offers competitive compensation and comprehensive benefits including medical, dental, and vision coverage, retirement benefits, parental leave, flexible work arrangements, education reimbursement, wellness programs, and more. Citizens paid time off exceeds local and state paid leave requirements. For additional benefits information, visit https://jobs.citizensbank.com/benefits.

Equal Opportunity Statement

Citizens is an equal opportunity employer and is committed to fostering an inclusive environment for all colleagues.

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

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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.