Project Manager II Customer Success (Assistant Vice President) - Commercial & Investment Bank

Join the Global Product Readiness and Service Projects team as a Senior Product Readiness & Service Projects Lead, within COS Transformation & Program Execution and play a pivotal role in delivering transformation initiatives across the Service organization. You’ll partner with Solutions Enablement, Readiness, and Product teams to ensure product and platform changes meet business requirements and land effectively with global service teams through consistent readiness frameworks. This is an opportunity to drive measurable outcomes, minimize disruption, and shape the future of client service.

As a Senior Product Readiness & Service Projects Lead within COS Transformation & Program Execution, you own end-to-end operational readiness strategy and execution for changes impacting COS client service teams globally—including monthly releases, new features, and service-impacting process/tool changes. You also support broader transformation programs, delivering cross-functional improvements across people, process, data, and technology (including AI/automation-enabled ways of working). Your role requires strong change leadership, data-driven decision-making, and the ability to align diverse stakeholders to deliver outcomes at pace while protecting service continuity.

Job responsibilities

• Lead scalable readiness planning, go-live execution, adoption, and sustainment for COS service-impacting releases and initiatives.
• Own end-to-end readiness strategy and plans for product releases, including communications, stakeholder alignment, training/enablement, cutover readiness, and sustainment.
• Lead readiness assessments to identify gaps, quantify risk, and drive prioritized actions that increase go-live confidence and reduce service disruption.
• Design and deliver role-relevant communications and enablement to improve proficiency, reduce errors/rework, and limit workaround behaviors.
• Define and track readiness indicators and outcomes, using data to course-correct and report progress, insights, and corrective actions to leadership.
• Perform After Action Reviews to assess readiness activity effectiveness and generate best practices for continuous improvement.
• Support and/or lead strategic transformation efforts that modernize servicing through process, operating model, data, and technology change, including responsible AI/automation.
• Contribute to cross-functional transformation initiatives, including problem diagnosis, baseline performance, root-cause analysis, and target outcomes/KPIs.
• Support AI-/automation-enabled servicing improvements by helping define operating model impacts, controls, and feedback loops.
• Own program governance for assigned workstreams, including plans, RAID, decision forums, and executive updates.
• Partner with frontline teams to drive adoption and value realization, ensuring changes are practical in BAU and deliver measurable outcomes.

Required qualifications, capabilities, and skills

• Demonstrated experience leading service projects and/or product readiness affecting operational teams in a global environment.
• Strong program execution, stakeholder management, and analytical skills.
• Strong organizational skills with the ability to manage multiple priorities across tactical execution and strategic outcomes.
• Excellent written and verbal communication skills, including creating effective presentations for varied audiences.
• Structured problem-solving skills; ability to scope complex problems and translate findings into clear recommendations.
• Outcome orientation with disciplined measurement (readiness, adoption, operational performance) and continuous improvement.
• Delivery discipline in agile/hybrid environments; comfortable operating across product release cadences and operational stakeholders.
• AI literacy: able to leverage enterprise-approved tools to draft/refine content responsibly, applying verification and appropriate controls.
• Ability to align diverse stakeholders and deliver outcomes at pace while protecting service continuity.
• Shift Schedule: WHEM.

Preferred qualifications, capabilities, and skills

• People leadership experience, including coaching and development of colleagues.
• Experience supporting AI-/automation-enabled servicing improvements.
• Experience with cross-functional transformation initiatives.
• Experience with program governance and executive reporting.
• Experience in a global, matrixed organization.
• Experience with continuous improvement methodologies (e.g., Lean, Six Sigma).
• Experience supporting operational risk and compliance initiatives.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.