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Technical Program Management Lead Analyst, VP
$125,760–$188,640 year
On-site · Jacksonville, Florida, United States or Irving, Texas, United States
Job Summary
Technical Program Management Lead Analyst within Citi's Enterprise Operations & Technology, focused on the Contact Center Operations team. Lead and partner with multiple technology teams to define system enhancements, analyze business processes, document requirements, and integrate functions to meet goals. Provide expert guidance on apps support, risk mitigation, and security while mentoring new or lower-level analysts. Drive high-impact deliverables and influence strategic functional decisions using deep problem-solving and diplomatic communication. Leverage GenAI, ML, and LLMs to optimize intelligent automation in the contact center environment (IVR and chatbot capabilities), and utilize tools like Jira, Confluence, MS Project, PowerPoint, Excel for tracking, reporting, and collaboration. Demonstrates leadership, service orientation, and the ability to work in a fast-paced environment with cross-functional stakeholders. Education: Bachelor's degree required; Master’s degree preferred. Time Type: Full time. Primary Location: Irving, TX; additional offices in Jacksonville, FL and Schaumburg, IL. Salary range: $125,760.00 - $188,640.00 plus eligible incentives and benefits.
Required Qualifications
- Bachelor’s degree or higher in a relevant field
- 6+ years experience in an Application Support, Business Analyst, or TPM role
- Proven experience in cloud technologies (AWS, Azure), microservices architectures, and Java-based applications
- Experience with GenAI, ML, LLMs in contact center context preferred
- Strong communication, leadership, and stakeholder-management skills
- Proficiency with Jira, Confluence, MS Project, PowerPoint, Excel
- Education: Bachelor's degree; Master's preferred
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