Program Manager – Client Services Chat

Bank of America

Program Manager overseeing client services chat initiatives at Bank of America. Responsible for strategy, planning, and execution for chat channel growth and efficiency.

Posted 7/11/2026full-timeCharlotte • Nevada, New Mexico, New York, North Carolina, Texas, Virginia • 🇺🇸 United StatesMid-LevelSenior💰 $117,000 - $175,100 per yearWebsite

About the role

Key responsibilities & impact

Defines program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders
Works closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives
Monitors the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators
Analyzes, evaluates, and overcomes program risks, and produces program reports for managers and stakeholders
Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives
Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution
Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations
Partners across leadership to align priorities and ensure successful execution of key program initiatives
Drives integrated planning across hiring, operations, technology, and process to support channel growth and scalability
Partners on workforce strategy, including FTE planning and capacity modeling, to expand chat availability and meet demand
Supports the expansion of chat capabilities by identifying opportunities to enable more servicing within the channel
Drives efforts to improve efficiency through technology, automation, and streamlined processes
Partners closely with technology and product teams to prioritize enhancements that improve both agent and client experience
Supports agile planning and execution, including prioritization, backlog management, and delivery tracking
Contributes to business case development, funding strategy, and investment planning to enable long-term growth
Monitors performance across key metrics, helping identify trends, risks, and opportunities for improvement
Coordinates across operations, training, risk, and line of business partners to ensure readiness and successful implementation
Provides clear communication and updates to stakeholders, ensuring alignment and transparency across all levels.

Requirements

What you’ll need

5+ years of program management experience supporting large, cross-functional initiatives
Proven ability to partner effectively with senior leaders and influence outcomes
Understanding of contact center operations, digital servicing, and workforce planning
Experience supporting channel growth, capability expansion, and performance improvement efforts
Ability to work across multiple teams and align stakeholders toward common goals
Strong financial awareness with exposure to business cases and funding strategies
Familiarity with agile ways of working and delivery support
Clear and effective communication skills across front line through executive audiences
Analytical mindset with the ability to interpret data and support decision-making
Ability to adapt quickly, solve problems, and contribute to continuous improvement.

Benefits

Comp & perks

Discretionary incentive eligible
Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
Industry-leading benefits
Access to paid time off
Resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Program ControlsPerformance ImprovementBudget ManagementRisk AnalysisData InterpretationBusiness Case DevelopmentCapacity ModelingDecision GovernanceKey Performance IndicatorsChange Management

Soft Skills

Effective CommunicationStakeholder EngagementProblem SolvingRelationship BuildingAdaptability