Services Operations Capabilities Lead

Citi • Tampa, FL

8d • $119,680 - $179,520 • Onsite

About The Position

We are seeking a visionary Services Operations Capabilities Lead. This strategic role drives the end-to-end implementation and scaling of best-in-class AI/tooling across Services Operations. The ideal candidate has a deep understanding of the Services operations and is a proven transformation leader with expertise in AI implementation, scaling operational tooling, large-scale program management, and cross-functional stakeholder engagement.

Requirements

• Demonstrated experience with leading digital transformation and integration of various operational technologies and platforms.
• Proven ability to drive complex, cross-functional programmes, influence senior stakeholders across diverse organizations, and consistently deliver measurable business outcomes.
• Exceptional leadership, executive communication, negotiation, and change management skills, with the ability to articulate vision, motivate teams, and build consensus.
• Analytical and conceptual thinker with ability to operate in “white space” with experience in both building strategy and executing it with demonstrable results and outcomes.
• Bachelor's degree in a related field (e.g., Business Administration, Engineering, Information Technology).
• Proven track record of successfully leading and delivering complex operational productivity programs.
• Strong understanding of Agile methodologies and experience of Agile transformation programs.
• Excellent communication, interpersonal, and presentation skills.
• Ability to influence and collaborate effectively with cross-functional teams and senior leadership.
• Strong analytical and problem-solving skills.

Nice To Haves

• Master's degree preferred.

Responsibilities

• Provide leadership across the Services operations AI/tooling implementation lifecycle and operational capabilities development within Services Operations.
• Define the strategic roadmap for AI capability adoption and operational tooling and process enhancement across Operations, ensuring alignment with enterprise-wide objectives and technology standards.
• Identify opportunities for Operational tooling/AI implementation and operational process improvements across business areas, proactively spotting where emerging technologies and operational tools can drive efficiency, reduce risk, and accelerate performance.
• Orchestrate seamless collaboration and delivery across Operations, Product, Technology, and Tooling/AI partners.
• Identify and address inconsistent or fragmented AI/Tooling strategies and operational approaches across teams and regions, driving rationalization and alignment toward a cohesive, Services-wide approach.
• Continuously evaluate existing processes and identify opportunities to streamline, simplify, and modernize operations through intelligent automation and AI-driven solutions, and the effective deployment of operations tooling.
• Drive the program across Services, ensuring a strong governance process is in place in collaboration with Ops, Product and Technology partners.
• Continuously assess program performance against objectives and identify areas for improvement.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior