Director, D&CX Program Manager

This role serves as the operational and strategic backbone for D&CX's horizontal capabilities (Ethos design system, tagging infrastructure) that enable consistent, scalable digital experiences across TIAA. The Program Manager balances delivery of new features, sustaining BAU operations, and driving planning cycles that keep capabilities aligned to enterprise priorities. Success in this role directly influences the quality, consistency, and measurability of digital experiences delivered to TIAA customers.

• New Feature & Function Delivery — Lead end-to-end delivery of new capabilities across D&CX using a hub and spoke model, ensuring all new requests are evaluated against capacity, strategic value, and readiness before commitments are made.
• BAU Operations & Capability Health — Own the operating rhythm that keeps horizontal capabilities running effectively, maintaining visibility into Ethos adoption, tagging quality, and performance indicators while proactively resolving systemic friction before it compounds.
• Planning Cycles — Drive a multi-horizon planning framework spanning monthly execution health, quarterly roadmap refresh, annual budget input, and long-term senior leader engagement to shape a multi-year vision for D&CX horizontal capabilities.
• Monthly Stakeholder Updates — Produce concise, insight-driven updates that give leaders an honest picture of capability status, delivery progress, adoption metrics, risks, and pending decisions to build confidence and enable informed action.
• Issue Resolution — Own the identification, escalation, and resolution of capability blockers by bringing rigor to problem definition, framing decision options with honest tradeoff analysis, and treating every resolved issue as an opportunity to strengthen the system so the same friction does not recur.
• Stakeholder Partnership — Partner with cross-functional teams across TIAA to define capability scope, ownership, and success criteria, translating technical complexity into clear executive insight that gives leaders an honest picture of what is happening, why it matters, and what TIAA gets for its effort.
• Operational Excellence — Establish governance structures, reporting mechanisms, and operating rhythms that provide transparency and accountability at scale, balancing process rigor with the agility needed to keep the work reliable and fast-moving.

• University (Degree) Preferred

• 5+ Years Required; 7+ Years Preferred

• Physical Requirements:
  
  Sedentary Work

9IC

• 5+ years' experience in Program Management
• 5+ years' working in Microsoft Office Suite

• Experience working in Digital & Client Experience environment (not IT specific)
• Working in a matrixed environment
• Working with senior leadership on strategic initiatives
• Leads project meetings and identifies cross-functional impacts to project initiatives and develops recommendations to influence programs for end to end customer/associate journeys
• Proactively drive integration and collaboration across key business partners - e.g. technology/engineers, finance, legal, regulatory and cross enterprise stakeholders
• Communicate program updates to leadership team, across portfolio to stakeholders, and to program and projects teams and ensures stakeholder agreement across enterprise impacts
• Create executive level presentations for leadership (Board, EC, and Q ) to monitor progress through completion and coordinate on-going project level reporting, interdependency management, performance management, and issue, risk and change review and escalation reporting
• Work with Business Owners to ensure all risks, issues, cross project/project dependencies are clearly identified, mitigated, and consistently monitored to ensure delivery per plan and to ensure project/program with dependencies are fully aware of status on program/project execution, assist with clearing obstacles
• Work with Business Owners to drive outcomes and performance metrics
• Owns and manages timelines and planning deliverables including resource requirements, scope management, drives outcomes, stakeholder engagement…