Citigroup
Technology Product Management Senior Analyst - Chat Agent Experience
DLF CYBERCITY 12B, IN · Senior · Full-time
Sponsorship not specifiedDetected 1 day ago
SQLDevOpsMachine LearningData AnalysisData EngineeringProduct ManagementProduct StrategyProject ManagementCRMVendor ManagementLeadershipCommunicationCollaboration
About the role
- The Product Manager will work closely with the Chat Agent Operations team to understand their needs and pain points.
- 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.
Responsibilities
- Collaborate closely with the Chat Agent Operations team to gather requirements, define needs, and ensure the agent desktop platform supports their goals.
- Partner with internal Citi engineering and DevOps teams to manage platform integrations and dependencies provided by the vendor.
- Assist in developing and maintaining the product roadmap and strategy for the Chat Agent Desktop.
- Define business and platform use cases, create detailed user stories, and document requirements for new features and enhancements.
- Collaborate with EAP (Enterprise Analytics Platform) and data engineering teams to manage the successful migration of data captured on vendor systems into Citi's EAP data repository.
Requirements
- Experience working with third-party software vendors and managing technical and business requirements.
- Excellent written and oral communication skills, with the ability to articulate complex concepts to a variety of stakeholders.
- Experience with Agile development methodologies and creating artifacts like user stories and process flow diagrams.
- 10+ years of experience in product management or a related field (e.g., business analysis, project management, technology consulting), preferably with exposure to products for internal business users or in a contact center environment.
- Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive actions.
- An innovative thinker with the ability to challenge the status quo and develop creative solutions to complex problems.
Nice to have
- Experience with contact center operations, agent-facing tools, or CRM platforms.
- Knowledge of AI/ML product development lifecycles and/or experience with model risk management (MRM) processes.
- Experience with large-scale data migration projects and working with enterprise data platforms.
- Familiarity with SQL for data analysis is a plus.
- Experience with chatbots, voice-enabled devices, or other conversational AI channels.
- Bachelor's/University degree or equivalent experience.
- Job Family Group:
- Technology ------------------------------------------------------
Skills
- This individual will be passionate about creating best-in-class tools and experiences for our contact center agents.
- Full time ------------------------------------------------------
- Most Relevant Skills
- Please see the requirements listed above. ------------------------------------------------------
- Other Relevant Skills
- For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------
Benefits
- Prepare for launches, monitor feature adoption, and report on the operational health of the agent desktop platform.
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