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COVID-19:

The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Communications Delivery Operations Manager

Job Req ID 21362712 Primary Location Jacksonville, Florida; New York, New York Job Category Marketing
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The Communications Delivery Operations Manager is accountable for critical functions needed to support all customer communications, including email, SMS/Push and paper letters. Leads and directs a team of professionals who manage an extensive content library of communications for quality/accuracy as well as adherence to the American with Disabilities Act (ADA) for digital communications. Also leads a team for the translation of English copy into 30+ languages supporting Citi's businesses across the Globe. Finally, this role will manage all issues and corrective action plans associated with communications to ensure they are aligned to all regulations and internal policies. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve our objectives. Applies in-depth understanding of the business impact of technical contributions. Excellent communication skills required in order to negotiate internally, often at a senior level. Full management responsibility of multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Responsibilities:

  • Manage the periodic review process across servicing emails, letters and online/mobile content, which assesses customer facing content on a recurring basis for accuracy and applicability
  • Primary responsibility for ensuring that all communications adhere to ADA requirements, including an annual monitoring process and oversight of all remediation activities
  • Manage the translation process for 30+ languages using several external vendors and a team of internal translators using a certification process to ensure quality
  • Lead all issues and corrective action plans related to communications to resolution, including building out technology solutions and customer remediation.
  • Manage workflows for the above mentioned activities using Jira and Confluence to maintain a tight control environment while facilitating a seamless and efficient process
  • This role is expected to understand how these functions fit into our broader business activities and customer experience in order to recommend process improvements that will lead to improved quality and efficiency


Qualifications:

  • 10+ years of experience in an omni channel digital marketing role or related field
  • Strong leadership skills with a history of successfully managing teams
  • Experience managing large and complex vendor relationships
  • Ability to lead technology projects end to end
  • Proficiency with workflow tools including Jira and Confluence
  • An unwavering focus on fostering a strong control environment


Education:

  • Bachelor’s/University degree, Master’s degree preferred


This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Marketing

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Job Family:

Digital & Social Media Marketing

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Time Type:

Full time

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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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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Effective November 1, 2021, Citi requires that all successful applicants must be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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