Customer Experience Operations Manager

2 weeks ago


Jacksonville, Florida, United States Hobbsnews Full time

Citi, a leading global bank, serves consumers, corporations, governments, and institutions with a wide range of financial products and services. Our mission is to provide clients with reliable financial solutions that facilitate growth and economic progress.

The Customer Experience Operations Manager role is part of the Loyalty Product Management organization. The primary objective is to deliver exceptional experiences through proactive, compliant, and efficient operations aimed at driving customer satisfaction. This involves managing and supporting product development, issue management, servicing, and business operational frameworks.

Key Responsibilities:

  • Manage operational processes with key partnerships and third-party vendors in compliance with Third Party Risk Management requirements.
  • Leverage functional knowledge of operations management to enable risk assessment and risk management across key processes.
  • Collaborate in operational strategy development and implementation efforts with key programs, products, and benefit partners.
  • Participate in technology project deployment, including testing and implementation activities in partnership with key stakeholders.
  • Develop business cases to support new servicing tools, products, or enhancements.
  • Contribute to issue management processes, including root cause identification and control enhancement or development.

Qualifications and Skills:

  • A minimum of 6-10 years of experience in an operations and/or program management environment.
  • Knowledge of servicing and call center operations, with a strong customer orientation.
  • Demonstrated process improvement and re-engineering experience.
  • Able to drive business results through effective partnership and independently operate in a complex, cross-functional environment.
  • Excellent organizational, communication, analytical, decision-making, and critical thinking skills.
  • Proficiency in Visio, MS Word, Excel, and PowerPoint.

Compensation: The estimated salary for this position is $113,840 - $170,760 per year, depending on location and experience. Citi offers competitive employee benefits, including medical, dental & vision coverage, 401(k), life, accident, and disability insurance, and wellness programs.



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