The Head of Desktop Delivery is a senior management level position responsible for the development of Desktop transformation projects in collaboration with Technology/Engineering teams. They will manage legacy and new Customer Service Desktops in order to ensure our agents are able to service customers effectively and efficiently. They will do this by managing a broad range of Product Management employees, setting strategy and providing direction, leadership and budgetary management, etc.

Responsibilities:

• Manage a team of Desktop professional to accomplish established goals and conduct personnel duties for team (e.g. performance evaluations, hiring and disciplinary actions) as well as negotiate and make decisions on issues/activities having critical impact/influence on company revenues, delivery, or business operations
• Lead strategic Desktop product roadmaps, product development and program releases to gain maximum benefit from each Desktop, as well as understand the industry landscapes to identify relative trends, threats, and opportunities
• Focus on day-to-day management of Desktop products, such as product delivery, agent and client experience, and internal communication strategies while helping the team prioritize, negotiate, and remove obstacles to achieve results
• Define and launch new Desktop products, features, and capabilities including defining the product/feature, pilot strategies and go-live implementations, and participate in technology development
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 15+ years of relevant experience
• 8-10+ years of managerial experience
• Experience managing in a matrixed environment including managing cross functional areas with direct and indirect reports (e.g. risk, finance, decision management, technology)
• In-depth knowledge of industry and competitor products/services

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

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Job Family Group:

Product Management and Development

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Job Family:

Product Management

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Time Type:

Full time

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Primary Location:

Jacksonville Florida United States

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Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

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.

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Anticipated Posting Close Date:

Dec 12, 2024

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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