IVR and Telephony Program Group Manager

Citi • San Antonio, TX

2d

About The Position

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.

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

• 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

What This Job Offers

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