Overview To manage the daily operations of a team responsible for the implementation, security, availability, and continuous improvement of Customer Identity and Access Management (CIAM) capabilities supporting member authentication, registration, account recovery, authorization, digital identity protection, and secure access across digital channels. Ensures identity services provide a secure, seamless, and trusted member experience while aligning with organizational objectives. The Manager I manages professionals and/or leaders and is accountable for the performance and results of a team. Decisions are guided by policies, resources, and business plans. Develops, manages, and guides execution of operational initiatives that support tactical objectives while balancing security, member experience, fraud prevention, operational resilience, and regulatory requirements.
Responsibilities - Manage the design, implementation, and support of continuous monitoring solutions that protect member identities, detect authentication risks, and support fraud prevention objectives.
- Oversee the implementation and maintenance of member-facing authentication capabilities, including single sign-on (SSO), multi-factor authentication (MFA), adaptive authentication, and emerging authentication technologies.
- Manage the implementation of customer identity, authorization, API access management, identity provider (IdP), and federation solutions supporting digital banking, mobile applications, APIs, and other member-facing services.
- Provide technical oversight and support to business and technology teams for member identity protection, privacy, cybersecurity, and data protection initiatives.
- Manage daily operational activities supporting member authentication, registration, account recovery, identity lifecycle management, service availability, and related escalations.
- Make recommendations for solutions and business process improvements that enhance member security, digital experiences, fraud prevention capabilities, and operational efficiency through new technologies or innovative uses of existing technologies.
- Focus on tactical and operational activities that support secure, reliable, and scalable member identity services.
- Ensure policies, practices, and procedures supporting member identity security, authentication services, privacy requirements, and regulatory compliance are understood and followed by direct reports, customers, and stakeholders.
- Lead production readiness, change management, release coordination, and operational support activities for critical member-facing identity platforms and services.
- Partner with digital banking, fraud, cybersecurity, product, operations, and technology teams to deliver secure, resilient, and user-friendly member experiences.
- Establish operational priorities, resource plans, and service delivery objectives to support platform stability, modernization efforts, and business commitments.
- Manage vendor relationships, technology roadmaps, project deliverables, and cross-functional initiatives supporting CIAM capabilities and digital transformation objectives.
Qualifications - Bachelor's Degree or the equivalent combination of education, training or experience.
- 5 - 7 years relative work experience.
- 1 - 3 years of management experience; or equivalent experience as the subject matter lead or expert in area of expertise.
- Experience leading Customer Identity and Access Management (CIAM) platforms supporting large customer or member populations.
- Experience managing identity and access management teams responsible for platform engineering, operations, support, service delivery, and product enhancements.
- Experience with enterprise identity platforms such as ForgeRock, Ping Identity, Microsoft Entra ID, Okta, Auth0, or similar technologies.
- Strong understanding of identity and access management concepts, including customer authentication, MFA, SSO, OAuth 2.0, OpenID Connect (OIDC), SAML, federation, API security, risk-based authentication, and customer identity lifecycle management.
- Experience managing member authentication, registration, onboarding, account recovery, authorization, profile management, and identity lifecycle capabilities.
- Experience supporting large-scale web, mobile, API, and digital banking authentication solutions.
- Experience utilizing device intelligence, behavioral analytics, fraud signals, identity risk services, and adaptive authentication controls to protect customer or member accounts.
- Knowledge of cybersecurity principles related to identity security, fraud prevention, privacy, vulnerability management, security remediation, infrastructure hardening, and compliance requirements.
- Experience with CI/CD pipeline deployment processes, build automation, release management, environment promotion strategies, deployment validation, and production release coordination.
- Demonstrated experience leading change management activities, including planning, coordinating, implementing, validating, and communicating production releases in regulated environments.
- Experience operating within cloud and hybrid technology environments, including Microsoft Azure or similar cloud platforms.
- Experience with production monitoring, logging, alerting, operational dashboards, incident management, problem management, disaster recovery, and service-level management for critical customer identity platforms.
- Ability to support and lead activities within a 24x7 operational environment, including incident response, on-call support, troubleshooting, service restoration, and operational escalation management.
- Experience managing complex authentication platforms, including upgrade planning, deployment lifecycle management, platform modernization, migration initiatives, rollback strategies, and production support.
- Experience with resource and capacity management, including forecasting staffing needs, workload prioritization, vendor coordination, operational readiness planning, and delivery management.
- Proven experience leading geographically distributed teams, contractors, and vendor resources.
- Experience managing operational budgets, vendor relationships, strategic roadmaps, and technology investments.
- Strong ability to communicate technical concepts to business stakeholders and executive leadership while balancing security, member experience, operational stability, and delivery commitments.
- Experience establishing and reporting on KPIs related to authentication success rates, fraud reduction, member adoption, platform availability, operational performance, and customer experience.
- Experience in financial services or other highly regulated industries preferred.
- Relevant industry certifications such as CISSP, CISM, Security+, Microsoft, Ping Identity, ForgeRock, or equivalent certifications preferred.
Additional InformationHours:- Monday - Friday, 8:00AM - 4:30PM
Location:- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Drive, Pensacola, FL 32526
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