Customer Service Group Manager - Senior Vice President

Citi; Jacksonville (FL); Hybrid; USD 111,000 - 167,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k)

Life, accident & disability insurance

Job summary

Citi is seeking a Customer Service Group Manager to lead multi-site teams and drive frontline operations with a people-first culture. You will blend human expertise with intelligent automation to deliver seamless, high-impact service across voice, messaging, and self-service channels.

You will translate real-time data into action, design capacity and scheduling models for hybrid and gig-based teams, and align service performance with enterprise goals such as retention and NPS.

Qualifications

• 10+ years in operations or customer service.
• Proven leadership of operations in a complex, multi-site environment.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Lead multiple customer service teams through subordinate managers, overseeing budget, staffing, and planning across a multi-site environment.
• Integrate generative AI and bot automation with human agents to streamline workflows while preserving a personal customer experience.
• Apply real-time speech analytics, sentiment tracking, and predictive intent modeling to anticipate customer needs ahead of traditional lagging metrics.
• Design a frictionless omnichannel journey that allows customers to move seamlessly between voice, digital messaging, and self-service channels.
• Build dynamic capacity plans and flexible scheduling models to manage distributed, hybrid, and gig-based service teams.
• Develop frontline agents into consultative advisors skilled in empathy-driven service and AI exception handling.
• Connect day-to-day service performance to enterprise priorities such as customer lifetime value, retention, and net promoter score.
• Route recurring customer pain points to product, engineering, and marketing partners to resolve issues at their source.
• Respond decisively to volume surges, system outages, and operational disruptions with clear, calm communication.
• Evaluate team performance and make recommendations on hiring, compensation, and other personnel decisions.
• Assess risk in every business decision, uphold compliance with applicable laws and regulations, and safeguard data privacy and responsible AI practices across customer interactions.

Skills

Leadership experience

Cross-functional collaboration

Transformational change

Communication skills

Stakeholder management

Team leadership

Operational excellence

Education

Bachelor's degree or equivalent practical experience

Master's degree in business or related field

Job description

Lead the future of customer experience as a Customer Service Group Manager, where you will blend human expertise with intelligent automation to deliver seamless, high-impact service across every channel. In this role, you will oversee multi-site customer service teams, translate real‑time data into action, and shape how Citi's frontline operations connect directly to business outcomes. You will sit at the center of a fast-evolving service organization, balancing operational excellence with a people-first culture.

Responsibilities

• Lead multiple customer service teams through subordinate managers, overseeing budget, staffing, and operational planning across a multi-site environment.
• Integrate generative AI and bot automation with human agents to streamline workflows while preserving a personal customer experience.
• Apply real-time speech analytics, sentiment tracking, and predictive intent modeling to anticipate customer needs ahead of traditional lagging metrics.
• Design a frictionless omnichannel journey that allows customers to move seamlessly between voice, digital messaging, and self‑service channels.
• Build dynamic capacity plans and flexible scheduling models to manage distributed, hybrid, and gig-based service teams.
• Develop frontline agents into consultative advisors skilled in empathy-driven service and AI exception handling.
• Connect day‑to‑day service performance to enterprise priorities such as customer lifetime value, retention, and net promoter score.
• Route recurring customer pain points to product, engineering, and marketing partners to resolve issues at their source.
• Respond decisively to volume surges, system outages, and operational disruptions with clear, calm communication.
• Evaluate team performance and make recommendations on hiring, compensation, and other personnel decisions.
• Assess risk in every business decision, uphold compliance with applicable laws and regulations, and safeguard data privacy and responsible AI practices across customer interactions.

Required Qualifications & Skills

• 10 or more years of experience in a related operations or customer service role.
• Proven leadership of operations in a complex, multi‑site environment.
• Track record of leading large, distributed teams and building high-performing service organizations.
• Ability to build cross‑functional relationships that connect service operations with product, technology, and business partners.
• Experience driving transformational change and acting as a catalyst for process improvement.
• Clear and concise written and verbal communication skills, with the ability to present findings to senior leadership.
• Bachelor's degree or equivalent practical experience.

Beneficial Skills & Qualifications

• Lean or Six Sigma certification or practical application.
• Background in financial services or a regulated industry.
• Master's degree in business, operations, or a related field.

What We Offer

• Lead strategic initiatives with visible impact on customer retention and enterprise performance.
• Work in a hybrid model with three days in the office and two days working remotely each week.
• Access ongoing learning and development programs to sharpen your leadership and data‑driven decision‑making skills.
• Collaborate with global teams across operations, technology, and product functions.
• Benefit from wellbeing support and resources designed to sustain performance in a fast‑paced service environment.
• Build long‑term career value through financial wellbeing programs and family support resources.

Primary Location: Jacksonville Florida United States

Time Type: Full time

Primary Location Full Time Salary Range

$111,200.00 - $166,800.00

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.

Anticipated Posting Close Date: Oct 15, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision‑making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.