Citigroup, Inc

Technical Program Management Analyst, AVP

Citigroup, Inc • $87K — $130K *
Jacksonville, FL 32210Hybrid
Information Technology
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of experience in Application Support, Business Analyst, or Technical Program Management roles.
  • Expertise in critical contact center applications such as live chat, chatbot platforms, and IVR systems.
  • Knowledge of cloud technologies (AWS, Azure) and microservices architectures.
  • Familiarity with Generative AI, Machine Learning, and Large Language Models for automating contact center operations.
  • Proficiency in project management and business analysis tools (Jira, Confluence, MS Project, etc.).
  • Demonstrated leadership and interpersonal skills; service-oriented attitude.

Responsibilities

  • Partner with technology teams for function integration, goals alignment, and system enhancement recommendations.
  • Serve as an expert in apps support and develop an understanding of complex application functionalities.
  • Define systems scope and objectives for high-impact application enhancements through business process analysis.
  • Collaborate with Product and Systems Analysts to outline systems impacts and support needs.
  • Assess technological implications and propose risk mitigation strategies addressing vulnerabilities and security issues.
  • Coach and advise lower-level analysts while managing workflow within teams.
  • Conduct detailed analyses to define problems and create innovative solutions.

Benefits

  • Medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Life, accident, and disability insurance.
  • Wellness programs.
  • Paid time off including vacation, sick leave, and holidays.
Full Job Description


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

About Citigroup, Inc

Citigroup is a financial services holding company that provides financial products and services. The company operates through two segments, Global Consumer Banking (GCB) and Institutional Clients Group (ICG). The GCB segment offers traditional banking services to retail customers through retail banking, commercial banking, Citi-branded cards, and Citi retail services. The ICG segment offers various banking, and financial products and services to corporate, institutional, public sector, and high-net-worth clients. This segment provides wholesale banking products and services, including fixed-income and equity sales and trading, foreign exchange, prime brokerage, derivative services, equity and fixed-income research, corporate lending, investment banking, and advisory services, private banking, cash management, trade finance, and securities services. Citi is committed to sustainability and social responsibility, and the company invests in initiatives that promote economic progress.

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Learn more about Citigroup, Inc
Market Cap
$1.3 billion
Industry
Finance & Insurance
Net Income
$89.6 million
Founded
1812
5 Year Trend
+4.6%
NASDAQ
C
* Ladders Estimates

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