Technical Program Management Analyst, AVP

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do from keeping the bank safe, managing global resources, and providing the technical tools our workers need to be successful to designing our digital architecture and ensuring our platforms provide a first-class customer experience. We reimagine client and partner experiences to deliver excellence through secure, reliable, and efficient services. Our commitment to diversity includes a workforce that represents the clients we serve from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together. Position Overview: The Technical Program Management Analyst is a seasoned professional role operating within the Contact Center Operations team within our Operations Technology group in Citi. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual. Responsibilities: * Partner with multiple technology teams to ensure appropriate integration of functions to meet goals; identify and define necessary system enhancements; analyze existing system logic, identify problems; and recommend and implements solutions. * Provides expertise in area and an advanced level of understanding of the principles of apps support. * Formulates and defines systems scope and objectives for complex, high impact application enhancements and problem resolution through in-depth analysis and evaluation of complex business processes, systems and industry standards; documents requirements. * Partners with multiple technology areas and management teams to ensure appropriate integration of functions to meet goals. * Works closely with Product Owners, Business Analysts and Systems Analysts to determine and document Systems impacts and support requirements * Considers the implications of the application of technology to the current environment. * Identifies risks, vulnerabilities and security issues; communicates impact; proposes risk mitigation options. * Acts as advisor or coach to new or lower level analysts; allocates work. * Provides in-depth analysis with interpretive thinking to define problems and develop innovative solutions. * Directly impacts the business by influencing strategic functional decisions through advice, counsel or provided services. * Persuades and influences others through strong and comprehensive communication and diplomacy skills * Performs other duties and functions as assigned * Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency. Qualifications: * 5+ years experience in an Application Support, Business Analyst, or TPM role. * Provide primary operational support for critical contact center applications, including live chat, chatbot platforms, and Interactive Voice Response (IVR) systems. * Leverage expertise in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications to ensure high availability and performance of contact center solutions. * Apply knowledge of Generative AI (GenAI), Machine Learning (ML), and Large Language Models (LLMs) to support and optimize intelligent automation within the contact center environment; IVR experience is a significant plus. * Utilize project management and business analysis tools such as Jira, Confluence, MS Project, PowerPoint, Excel, etc. for tracking, reporting, and collaboration. * Demonstrate advanced domain expertise in chatbot and IVR technologies; prior experience with GenAI in a contact center context is highly desirable. * Relevant certifications are preferred (PMP, CSM, etc.) * Practical problem solving and strategic thinking skills * Demonstrated leadership, interpersonal skills and relationship building skills * Service oriented attitude * Ability to work in a fast-paced environment * Experience working or leading requirement gathering efforts for multiple large development projects at one-time * Proficient using basic technical tools and systems * Good interpersonal and communication skills Education: * Bachelor’s/University degree, Master’s degree preferred \------------------------------------------------------ ## Job Family Group: Technology \------------------------------------------------------ ## Job Family: Applications Support \------------------------------------------------------ ## Time Type: Full time \------------------------------------------------------ ## Primary Location: Jacksonville Florida United States \------------------------------------------------------ ## Primary Location Full Time Salary Range: $87,280.00 - $130,920.00 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. \------------------------------------------------------ ## Most Relevant Skills Please see the requirements listed above. \------------------------------------------------------ ## Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. \------------------------------------------------------ ## Anticipated Posting Close Date: Jun 20, 2026 \------------------------------------------------------ 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.