Program Manager I - Idea to Implementation (Hybrid)

Overview: 

As part of the Customer Experience and The Way We Work Enablement (CXTW3E) organization within Enterprise Platforms, the Program Manager I owns the Idea to Implementation (I2I) readiness framework as both a product manager and an engagement manager.  

The I2I framework enables teams to invest in readiness early, so they avoid costly mistakes, build stakeholder trust, and set the stage for smooth execution. It also provides a shared structure for collaboration across the enterprise—with clear purpose, expected outcomes, and the right partners to guide progress – all with The Way We Work mindsets and behaviors embedded. 

The Program Manager manages the I2I product – mandatory for all opportunities in the SIC pipeline – including ensuring effective alignment with SDLC and TSP processes. They manage assigned staff (on a direct and indirect basis) delivering I2I support to internal clients, manage stakeholders, and maintain the product measurement strategy. 

Work Model & Office Locations:

This role follows a hybrid work model, requiring onsite presence four days per week at one of M&T Bank’s regional offices. Candidates must reside within a reasonable commuting distance to one of the following locations:

• 345 Main Street, Buffalo, NY

• 115 Federal Street, Boston, MA

• 1 Light Street, Baltimore, MD

• 1350 I Street NW, Washington, DC

• 1100 North Market Street, Wilmington, DE

• 277 Park Avenue, New York, NY

• 850 Main Street, Bridgeport, CT

• 77 Pine Street, Burlington, VT

Primary Responsibilities: 

• Lead I2I product management  

• Define and communicate a clear product vision and strategy aligned to business objectives

• Maintain and continuously refine the product roadmap, balancing customer needs, business priorities, risk, and technical considerations 

• Understand customer needs through research, feedback, data, and operational insights 

• Ensure solutions create measurable value for customers and the business with a focus on continuous improvement 

• Drive product delivery through vendor management and partner engagement 

• Design and maintain measurement strategy, monitoring adoption, utilization, customer satisfaction, and value realization 

• Lead stakeholder engagement including senior leaders, business partners, and delivery teams communicating tradeoffs, risks, and progress effectively 

• Define and enforce standards, processes, and ways of working that improve consistency and quality 

• Drive adoption through change management, enablement, measurement, and influence 

• Lead I2I customer management and enterprise delivery 

• Build and maintain customer forecast  

• Scope engagements using a consultative approach 

• Align supporting resources, ensuring familiarity with scope and project objectives and establishing clear roles and responsibilities. Monitor progress and performance. Resolve blockers. 

• Measure engagement performance and customer satisfaction utilizing appropriate tools and techniques 

• Address engagement issues by identifying and selecting a course of action considering program constraints and objectives to enable continued program success 

• Implement approved actions and workarounds required to mitigate risks 

• Improve engagement performance by building team cohesiveness, leading, mentoring, training and motivating to facilitate cooperation. 

• Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite.  Design, implement, maintain and enhance internal controls to mitigate risk on an ongoing basis.  Identify risk-related issues needing escalation to management. 

• Promote an environment that supports belonging and reflects the M&T Bank brand. 

• Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. 

• Complete other related duties as assigned. 

• Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and terminations. 

Supervisory/ Managerial Responsibilities: 

Vendor team  

Education and Experience Required: