IVR and Telephony Program Group Manager

We are seeking an innovative and experienced Program Manager to lead the transformation of our IVR and Telephony Routing capabilities. This role is pivotal in leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to build next-generation IVR servicing. The successful candidate will drive strategy, implementation, and optimization across complex, multi-line-of-business environments, ensuring superior customer experience and significant operational efficiencies.

• Accelerate Customer Self-Service: Drive adoption and containment through AI-powered IVR solutions.
• Enhance ID & Authentication: Improve security and streamline customer journeys with advanced AI.
• Optimize Telephony Routing: Implement intelligent routing for efficient customer resolution.
• Transform Customer Experience: Redefine voice channels with personalized, AI-driven interactions.
• Cost Reduction & Efficiency: Deliver best-in-class, cost-effective solutions with accelerated delivery.

• Strategic Leadership: Define and execute the roadmap for next-gen IVR, integrating Gen AI, LLMs, STT, and TTS.
• Program Management: Lead complex IVR and telephony routing programs across Credit, Collections, Customer Service, Fraud, and Core Operations.
• Innovation & Technology: Champion new technologies, partner with leading vendors, and ensure seamless integration with existing systems.
• Performance & Optimization: Drive KPIs, analyze performance data, and continuously optimize IVR flows and routing logic.
• Stakeholder Management: Collaborate with senior stakeholders (Fraud, Legal, Compliance, Technology) to ensure alignment and successful delivery.
• Team Leadership: Build and manage high-performing teams focused on innovation and excellence.

• 10+ years of leadership experience in Telephony & IVR, with a strong focus (5+ years) on self-service channel development.
• Mandatory hands-on experience in implementing and managing Gen AI, LLMs, Speech-to-Text (ASR/STT), and Text-to-Speech (TTS) within enterprise IVR environments.
• Extensive background in deploying and maintaining complex, high-volume IVR and Telephony Routing solutions across diverse applications.
• Proven ability to drive innovation, provide technical leadership, and deliver measurable results in a customer-facing technology landscape.
• Advanced understanding of contact center technologies, corporate IT infrastructure, and AI/ML applications in voice.
• Exceptional program management skills, including budgeting, planning, and governance in a fast-paced, ambiguous environment.
• Strong leadership, stakeholder management, and cross-functional collaboration abilities.
• Technology or Consumer/Retail Banking Industry experience preferred

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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