Role Summary:The Head of USCC Customer Service is responsible for the vision and strategic leadership, operational performance, and transformation of customer service across the USCC business. This executive is accountable for delivering exceptional customer experiences while driving operational excellence, financial performance, workforce optimization, AI Technology and innovation across a large-scale servicing organization and multiple geographic sites.
The Head of USCC Customer Service is a direct report to the Head of USCC Operations and serves as a strategic partner across Product, Workforce Management, Analytics, Technology, Finance, Risk & Controls, and Digital organizations to shape the future of customer servicing. The role is responsible for leveraging AI, automation, analytics, and operational insights to improve customer outcomes, enhance colleague productivity across employees and vendors, optimize capacity, and deliver sustainable cost efficiencies while ensuring a strong SLA compliance and control environment.
Key Responsibilities:- Serve as a strategic member of the USCC Operations leadership team, helping shape the long-term servicing strategy.
- Lead end-to-end customer servicing operations for the USCC business across multiple servicing channels and units.
- Define and execute the customer service strategy aligned with business growth, customer experience, operational resilience, and regulatory expectations.
- Deliver consistent performance against customer experience, service levels, AHT, AR, quality, productivity, and operational risk metrics and objectives.
- Drive continuous improvement initiatives that simplify processes, reduce customer effort, and improve operational effectiveness.
- Partner with Workforce Management to establish precise workforce strategies, demand forecasting, capacity planning, and staffing optimization.
- Utilize operational analytics to improve forecast accuracy, productivity, scheduling effectiveness, and customer outcomes.
- Lead the adoption of AI-enabled servicing capabilities, automation, and digital technologies across customer operations. Leverage technology for better people management, training and learning curve acceleration and permeance management.
- Partner with Technology, Digital, and Product organizations to accelerate innovation while ensuring appropriate governance and risk management.
- Establish performance metrics to measure AI adoption, customer impact, operational efficiency, and return on investment.
- Own the financial performance of the customer servicing organization, including expense management, productivity, cost per call, IVR containment and resource optimization.
- Drives the of-shoring and vendor strategy
- Partners with product and marketing to drive effective retention and sales opportunities.
- Develop multi-year strategies to reduce operating costs while enhancing customer experience and colleague effectiveness.
- Deliver productivity improvements through process redesign, automation, workforce optimization, and organizational effectiveness through Fungibility and other strategic initiatives.
- Foster an inclusive culture that promotes engagement, collaboration, talent development, and succession planning.
- Partners with Fraud Operations to optimize customer experience, minimize call transfers, and drive First Call Resolution (FCR)
- Champion a culture of operational excellence, disciplined execution, and data-driven decision making.
Qualifications:- 15+ years of experience, including 10+ years managerial experience
- Experience in financial services leadership
- Demonstrates effective relationship management skills
- Proven execution skills and ability to drive results in a Business/Operational organization.
Education:- Bachelor's/University degree, Master's degree preferred; managerial experience with large teams across multiple geographies.
Job Family Group: Operations - Management Operations
Job Family:Management Leadership
Time Type:Full time
Primary Location:New York New York United States
Primary Location Full Time Salary Range:$250,000.00 - $500,000.00
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:Aug 17, 2026
