IVR and Telephony Program Group Manager

We are seeking an innovative and experienced Program Manager to lead the transformation of our IVR and Telephony Routing capabilities. This role is pivotal in leveraging cutting-edge technologies like Generative AI (Gen AI), Large Language Models (LLMs), Speech-to-Text (STT), and Text-to-Speech (TTS) to build next-generation IVR servicing. The successful candidate will drive strategy, implementation, and optimization across complex, multi-line-of-business environments, ensuring superior customer experience and significant operational efficiencies.

Core Objectives :

• Accelerate Customer Self-Service : Drive adoption and containment through AI-powered IVR solutions.
• Enhance ID & Authentication : Improve security and streamline customer journeys with advanced AI.
• Optimize Telephony Routing : Implement intelligent routing for efficient customer resolution.
• Transform Customer Experience : Redefine voice channels with personalized, AI-driven interactions.
• Cost Reduction & Efficiency : Deliver best-in-class, cost-effective solutions with accelerated delivery.

Key Responsibilities :

Required Experience & Qualifications :

Job Family Group :

Product Management and Development

Job Family :

Digital Product Management

Time Type : Full time

Primary Location :

Irving Texas United States

Primary Location Full Time Salary Range :

$169, - $254,

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 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 :

Feb 12, 2026