Citi · 14 hours ago
IVR and Telephony Program Group Manager
Florence Kentucky United States
Full-time
Hybrid
Director/Executive
$170K/yr - $254K/yr
10+ years expCiti is a leading global bank, and they are seeking an innovative and experienced Program Manager to lead the transformation of their IVR and Telephony Routing capabilities. The successful candidate will drive strategy, implementation, and optimization across complex environments, ensuring superior customer experience and significant operational efficiencies.
BankingFinanceFinancial Services
Responsibilities
Define and execute the roadmap for next-gen IVR, integrating Gen AI, LLMs, STT, and TTS
Lead complex IVR and telephony routing programs across Credit, Collections, Customer Service, Fraud, and Core Operations
Champion new technologies, partner with leading vendors, and ensure seamless integration with existing systems
Drive KPIs, analyze performance data, and continuously optimize IVR flows and routing logic
Collaborate with senior stakeholders (Fraud, Legal, Compliance, Technology) to ensure alignment and successful delivery
Build and manage high-performing teams focused on innovation and excellence
Qualification
Required
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
Preferred
Technology or Consumer/Retail Banking Industry experience preferred
Benefits
Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
Company
Citi
Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.
10001+ employees
H1B Sponsorship
Citi has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1386)
2024 (849)
2023 (1375)
2022 (1117)
2021 (876)
2020 (901)
Funding
Current Stage
Late StageLeadership Team
James Monahan
Managing Director / Global Head of Asset Servicing
Naveed Sultan
Managing Director, Chairman, Institutional Clients Group
Recent News
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