Customer Service Group Manager – Senior Vice President

Citi

. Lead multiple customer service teams through subordinate managers, overseeing budget, staffing, and operational planning across a multi-site environment .

Posted 10/8/2026full-timeUnited StatesSenior💰 $111,200 - $166,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service operations across multi-site environments, integrating AI technologies, and driving process improvements. Skilled in building high-performing teams and fostering cross-functional relationships to enhance service delivery and customer satisfaction.

Highest-signal resume keywords

Leadership In Multi-Site OperationsGenerative AI IntegrationReal-Time Speech AnalyticsLean Or Six Sigma CertificationTransformational Change Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational PlanningBudget ManagementCapacity PlanningOmnichannel Journey DesignPredictive Intent ModelingSentiment TrackingAI Exception HandlingPerformance EvaluationData Privacy ComplianceCustomer Lifetime Value Analysis

Soft Skills

Empathy-Driven ServiceClear CommunicationCross-Functional Relationship BuildingConsultative Advisory SkillsProblem-Solving

Certifications & Qualifications

Lean CertificationSix Sigma Certification

Industry Keywords

Financial ServicesRegulated IndustryCustomer ServiceOperational DisruptionsNet Promoter Score

About the role

Key responsibilities & impact

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
Apply real-time speech analytics, sentiment tracking, and predictive intent modeling
Design omnichannel journeys across voice, digital messaging, and self-service channels
Build capacity plans and flexible scheduling models for distributed, hybrid, and gig-based service teams
Develop frontline agents into consultative advisors skilled in empathy-driven service and AI exception handling
Connect service performance to customer lifetime value, retention, and net promoter score
Route recurring customer pain points to product, engineering, and marketing partners
Respond to volume surges, system outages, and operational disruptions
Evaluate team performance and recommend hiring, compensation, and personnel decisions
Uphold compliance, data privacy, and responsible AI practices

Requirements

What you’ll need

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 with product, technology, and business partners
Experience driving transformational change and process improvement
Clear and concise written and verbal communication skills
Ability to present findings to senior leadership
Bachelor's degree or equivalent practical experience
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

Benefits

Comp & perks

Medical, dental & vision coverage
401(k)
Life, accident, and disability insurance
Wellness programs
Paid vacation
Paid sick leave
Paid holidays
Ongoing learning and development programs
Wellbeing support and resources
Financial wellbeing programs
Family support resources
Hybrid model with three days in the office and two days working remotely each week