AVP-Messaging Operations

Citi; New York (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

Citi is looking for an AVP-Messaging Operations to lead their chat operations team in New York. The role demands expertise in managing customer service interactions and optimizing performance metrics. You will coach team members while ensuring high standards in quality and efficiency.

The ideal candidate will possess over 10 years of experience in customer service, including at least 6 years in leadership. A Bachelor's degree is required, and advanced degree is preferred. This opportunity provides a dynamic environment where digital excellence is paramount.

Qualifications

• 10+ years in customer service operations, with 6+ years in a leadership role.
• Strong leadership and coaching abilities for high-performing teams.
• Excellent analytical skills to interpret data and trends.

Responsibilities

• Lead daily operations and ensure efficient chat queue management.
• Develop strategies to achieve critical chat-specific KPIs.
• Mentor team members on effective communication and chat tools.

Skills

Customer service operations management

Leadership and coaching

Analytical skills

Communication skills

Technical proficiency with chat tools

Adaptability

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Tools

Chat management systems

Microsoft Office Suite

Job description

AVP-Messaging Operations

Job Req Id: 26951207

Location(s): Chennai, Tamil Nadu, India

Job Type: On-Site/Resident

Posted: Mar. 30, 2026

Job Overview

Chat Operations Manager is responsible for leading and optimizing the performance of customer service team focused on chat interactions. This role drives the achievement of key digital customer service indicators (KPIs), ensures efficient handling of chat volumes, and maintains a consistently high-quality customer experience across all chat channels. The manager will lead, develop, and mentor their agents, implement strategic initiatives for chat operations, and foster a culture of digital excellence and continuous improvement.

Key Responsibilities

• Operational Leadership: Oversee the daily operations of customer service team, ensuring optimal staffing, efficient chat queue management, and adherence to digital communication policies and procedures.
• Performance Management: Establish, monitor, and achieve critical chat-specific customer service KPIs, including Average Response Time (ART), Concurrent Chat Handling, Chat Abandonment Rate, Quality Assurance (QA) scores for written interactions, and First Contact Resolution (FCR) in digital channels. Develop and implement strategies to enhance these metrics.
• Team Development & Coaching: Lead, coach, and mentor team members focusing on effective written communication, tone, multi-tasking skills in a chat environment, and efficient use of chat tools and resources. Conduct regular performance reviews and identify development opportunities.
• Strategy & Planning: Contribute to the strategic development and execution of digital customer service initiatives, including integrating new chat technologies, optimizing chat flows, and exploring AI/chatbot synergies to improve efficiency and customer experience.
• Process Improvement: Identify areas for improvement within chat operations, implement best practices for digital engagement, streamline chat processes (e.g., template usage, knowledge base integration), and reduce resolution times. Drive continuous improvement based on data analysis and customer feedback.
• Stakeholder Collaboration: Collaborate with cross-functional teams such as Workforce Management, Technology, Bot team and Quality Assurance to ensure seamless integration of chat channels and alignment with overall business goals.
• Reporting & Analysis: Analyze chat interaction data, generate comprehensive reports on team performance, chat trends, and bot performance. Provide actionable insights and recommendations to senior management for strategic decision-making.
• Issue Resolution: Serve as an escalation point for complex or sensitive customer issues encountered via chat, ensuring timely and effective resolution while upholding service standards.
• Compliance & Risk Management: Ensure all chat operations comply with internal policies, industry regulations, and legal requirements pertaining to digital communication and data privacy. Identify and mitigate potential operational risks.
• Projects & Initiatives: Lead and participate in various projects and initiatives aimed at enhancing the chat platform, introducing new features, improving agent tools, or integrating with other digital channels to elevate the overall digital customer experience.

Qualifications

• Education: Bachelor’s degree/University degree or equivalent experience. Master's degree preferred.
• Experience: Minimum of 10+ years of progressive experience in customer service operations, with at least 6+ years in a leadership role managing customer service team (people manager).
• Adaptability: Ability to thrive in a fast‑paced, technology‑driven environment and manage multiple digital priorities effectively.
• Leadership Skills: Strong leadership, motivational, and coaching abilities, with a track record of developing high‑performing teams in a digital context.
• Analytical Skills: Excellent analytical and problem‑solving skills, with the ability to interpret digital interaction data, identify trends, and make data‑driven decisions.
• Communication: Exceptional written communication skills, with a keen understanding of digital communication etiquette, brand voice, and clarity. Strong verbal communication for internal leadership.
• Technical Proficiency: Proficient in chat management systems, knowledge base systems, and familiarity with AI/chatbot technologies. Proficient in Microsoft Office Suite.

Desired Attributes

• Strategic thinker with an ability to anticipate future trends in digital customer service.
• Proactive and results‑oriented with a strong sense of ownership over digital channels.
• Ability to inspire and influence others towards achieving digital excellence.
• High level of integrity and professionalism.

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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