Head of US Consumer Cards (USCC) Customer Service, MD, C16

US Consumer Cards (USCC) Operations is responsible for delivering customer-centric operational services across the credit card lifecycle. The organization supports core processes including Customer Service, Credit, Collections & Recovery, and back-office functions such as account maintenance, disputes, and fulfillment services. It focuses on driving efficiency and modernization through automation and leveraging AI to enhance the customer experience and support business growth. USCC Operations Customer Service is a critical function that leads customer contact centers and delivers exceptional service experiences across voice and chat channels. The organization supports over 8,000 FTE globally, executing at scale while maintaining a strong focus on service quality, operational efficiency, and controls. 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 delivers 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 reports directly 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 leverages 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 strong SLA compliance and a solid control environment. Key Responsibilities Serve as a strategic member of the USCC Operations leadership team, helping shape 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. Drive the of-shoring and vendor strategy. Partner 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. Partner 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 of managerial experience. Experience in financial services leadership. 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. Benefits and Compensation Salary range: $250,000.00 - $500,000.00. In addition to salary, Citi offers discretionary and formulaic incentive and retention awards. Benefits include medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including vacation, sick leave, and paid holidays. Further benefit information can be found at citibenefits.com. Citi is an equal-opportunity employer. Qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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, please view Citi’s Accessibility page. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citi