Project Manager

This role is responsible for planning, coordinating, and executing branch‑based hardware initiatives across the retail network. This role leads end‑to‑end delivery for hardware deployments and refreshes, including end‑of‑life (EOL) replacements, contract‑driven upgrades, and issue triage related to branch hardware performance. The Project Manager partners closely with Technology, Operations, Vendors, and Branch stakeholders to ensure hardware solutions are delivered on time, within scope, and with minimal disruption to colleague and customer experience.

This role requires strong execution discipline, vendor and contract coordination, and the ability to triage and prioritize hardware issues in a fast‑paced, multi‑site environment.

Key Responsibilities

Branch Hardware Deployment & Lifecycle Management

• Lead end‑to‑end project management for branch hardware initiatives, including EOL replacements, refresh cycles, and new hardware deployments (e.g., teller equipment, printers, network‑adjacent devices, peripherals).
• Develop and manage project plans, timelines, milestones, risks, and dependencies across multiple concurrent branch initiatives.
• Coordinate deployment schedules to align with branch operations, minimizing customer and colleague disruption.
• Ensure hardware deployments meet internal standards, compliance requirements, and operational readiness criteria.

Hardware Triage & Issue Management

• Serve as a central point of coordination for triaging branch hardware issues that require cross‑functional resolution.
• Assess incoming hardware issues, determine severity and priority, and route appropriately to Technology, Vendors, or internal support teams.
• Track issue resolution, escalate risks as needed, and provide clear status updates to stakeholders.
• Identify recurring issues or trends and partner with Technology and Operations to drive root‑cause solutions.

Vendor & Contract Coordination

• Support hardware‑related contracts by coordinating deliverables, timelines, and obligations with internal partners and external vendors.
• Monitor contract‑driven activities such as refresh schedules, support entitlements, and vendor performance expectations.
• Partner with Procurement, Legal, and Technology teams to support renewals, amendments, and vendor transitions as needed.
• Ensure vendor activities align with project plans, SLAs, and branch execution standards.

Stakeholder Communication & Governance

• Act as the primary point of contact for branch hardware initiatives, providing clear, consistent communication to stakeholders at all levels.
• Prepare and deliver project status updates, risk assessments, and executive‑ready summaries.
• Facilitate cross‑functional meetings to align on scope, timing, risks, and readiness.
• Ensure proper documentation, governance checkpoints, and post‑deployment validation are completed.

Process Improvement & Continuous Optimization

• Contribute to the development and refinement of hardware deployment playbooks, standards, and execution processes.
• Identify opportunities to streamline hardware delivery, improve issue resolution timelines, and enhance the branch experience.
• Support data tracking and reporting related to deployment progress, issue trends, and hardware lifecycle metrics.

Required Qualifications

• Bachelor’s degree or equivalent professional experience.
• 5+ years of project management experience, preferably in retail banking, branch operations, technology deployments, or infrastructure initiatives.
• Demonstrated experience managing multi‑site deployments or field‑based implementations.
• Strong organizational, prioritization, and risk management skills.
• Proven ability to coordinate across Technology, Operations, Vendors, and business partners.
• Excellent written and verbal communication skills, with experience creating executive‑level updates.
• Strong cross‑functional collaboration
• Customer and colleague experience focus
• Ability to manage ambiguity and competing priorities

Preferred Qualifications

• Experience supporting branch or retail hardware environments (e.g., teller systems, printers, ATMs/ITMs, network‑connected devices).
• Familiarity with contract‑driven technology refresh cycles and vendor management.

Hours per week: 40

Travel: Up to 25%

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.