Director, Customer Identity & Access Management - CIAM

Location: Charlotte, NC

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We love this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

In office role with weekly hybrid schedule. Ally work locations are Charlotte NC, Lewisville TX, Jacksonville FL, Dresher PA, Detroit MI

We are seeking a Director, Customer Identity & Access Management (CIAM) Product to lead the strategy, roadmap, and execution of our customer authentication and identity portfolio. This leader will own the end-to-end strategy, policy, and performance of customer authentication across all channels, including mobile, web, and contact center, ensuring the right balance between fraud risk, security, operational expense, and customer experience.

The Director will lead high-impact identity, authentication, and fraud-prevention initiatives, with accountability for omnichannel capabilities such as login, MFA, passkeys, passwordless, biometrics, account recovery, step-up authentication, and risk-based authentication. This role will translate enterprise priorities and emerging threat trends into actionable product strategy, roadmap decisions, and measurable business outcomes.

Working across a highly matrixed environment, this leader will partner closely with Product, Fraud, Financial Crimes, Cybersecurity, Risk, Operations, Architecture, Engineering, and Customer Experience teams. In close alignment with Fraud and Financial Crimes, this role offers unique visibility into evolving attack patterns and customer threats, enabling faster, better-informed decisions that strengthen customer protection while improving usability and efficiency.

The ideal candidate is an experienced banking or fintech leader with deep expertise in fraud, identity, authentication, and customer risk management, as well as a proven ability to influence executive stakeholders, align cross-functional teams, and deliver enterprise-scale capabilities in a regulated environment.

The Work Itself

• Set the customer authentication policy and decision framework across login, step-up, recovery, and session trust, defining when to allow, challenge, escalate, or block access
• Own the cross-channel authentication roadmap & business requirements across mobile, web, contact center, including MA, biometrics, device trust, session orchestration, & recovery flows
• Partner with Login and Security product team in Digital on app/web experiences and with the Phone teams (inbound/outbound, vendor, IVR/telephony)
• Own select vendor relationships in authentication & identify verification space
• Direct authentication decisioning and capability strategy by specifying the signals, controls, and vendor capabilities required for authentication decisions
• Steer Fraud Data & Analytics team on rules, models, and thresholds and Fraud Platforms / Engineering team on tooling, integrations, and platform enhancements
• Maintain the inventory of CIAM risks and mapped controls, incorporating fraud investigations, loss analysis, and external threat intelligence to identify control gaps & prioritize remediation
• Evaluate and pilot new authentication capabilities, signals, and data sources to strengthen CIAM controls against emerging threats and attack patterns
• Define clear handoffs with adjacent identity teams, ensuring Deposits /KYC / ID proofing owns initial identity verification at account opening, while CIAM owns ongoing customer authentication, recovery, and session trust for returning customers.
• Additional Locations: Lewisville, TX, Jacksonville, FL, Dresher, PA, Detroit, MI