IVR and Telephony Program Group Manager

Citi • O’Fallon, MO

2d

About The Position

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. Core Objectives: 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.

Requirements

• 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.

Nice To Haves

• Technology or Consumer/Retail Banking Industry experience preferred

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed