Services Operations Capabilities Lead

Overview

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.

• 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.

• Operational Tooling & Capabilities
  
  Experience:
  
  Demonstrated experience with leading digital transformation and integration of various operational technologies and platforms.
• Programme Delivery:
  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). Master's degree preferred.
• 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.

Primary

Location:

Tampa, Florida, United States

Compensation: $ - $

Benefits: Citi offers competitive employee benefits, including medical, dental and 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

Anticipated Posting Close Date:
July 16, 2026

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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