Gen AI Agent Assist Product Management Group Manager

Job Description

The Product Management Group Manager – Gen AI Agent Assist is responsible for leading multiple workstreams delivering generative AI-powered Agent Assist solutions across the enterprise contact center and desktop environment.

This role bridges product strategy, technology delivery, and operational adoption, ensuring that Agent Assist capabilities are scalable, secure, compliant, and aligned with the organization’s customer experience and operational efficiency goals. The Group Manager will oversee a team of product owners, close collaboration with AI engineers, business analysts, and change managers, while acting as the primary connector between senior leadership, delivery teams, and business stakeholders.

Responsibilities:

• Manage a team of professionals, conducting personnel duties (performance evaluations, hiring, disciplinary actions).
• Manage external partner/vendor relationships (negotiations, agreements, ongoing relationships).
• Manage day-to-day product marketing (delivery, client experience, communication strategies), prioritizing, negotiating, and removing obstacles.
• Appropriately assess risk in business decisions, considering the firm's reputation and safeguarding Citigroup, its clients, and assets. Drive compliance with applicable laws, rules, and regulations, adhering to policy and applying sound ethical judgment. Escalate, manage, and report control issues with transparency. Supervise and create accountability.
• Lead end-to-end delivery of Gen AI Agent Assist features from concept to production, ensuring roadmap milestones are met on time and within budget.
• Translate strategic objectives into detailed work plans for delivery teams.
• Coordinate multiple delivery squads across engineering, desktop delivery, contact center operations, and AI governance.
• Manage dependencies, risks, and mitigation plans across workstreams.
• Work closely with solution architects to ensure Agent Assist features integrate seamlessly into desktop platforms and enterprise systems.
• Oversee model selection, fine-tuning, and performance optimization in collaboration with AI/ML engineers.
• Ensure AI features meet enterprise security, compliance, and privacy requirements.
• Monitor production performance, including latency, accuracy, and AI suggestion adoption rates.
• Ensure all AI features follow established governance frameworks for transparency, bias mitigation, and audit readiness.
• Maintain documentation for regulatory and risk reviews, working with Compliance, Legal, and Risk partners.
• Participate in AI governance forums, representing delivery execution needs and operational realities.
• Define and track key performance metrics for Agent Assist delivery, such as: Average Handle Time (AHT) reduction, First Call Resolution (FCR) improvement, AI suggestion adoption rate
• Partner with analytics teams to conduct testing and measure business impact.
• Serve as a key point of contact for Product Owners, Engineering Managers, and Operations Leaders.
• Facilitate stakeholder sessions to gather requirements, align priorities, and report on delivery progress.
• Communicate progress, risks, and dependencies to senior leadership in a concise and actionable format.
• Manage a multi-disciplinary team responsible for various aspects of Agent Assist delivery.
• Provide coaching, mentorship, and performance management for team members.
• Promote a culture of innovation, continuous improvement, and responsible AI usage.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Systems, AI/ML, or related field (Master’s preferred).
• 10+ years in product delivery leadership, deep technology knowledge with at least 5 + years in AI, contact center technology, or desktop delivery.
• Proven experience in generative AI solution delivery, conversational AI, and integrating AI into complex enterprise environments.
• Strong understanding of ASR (e.g., Google), NLP, LLMs, and model fine-tuning.
• Demonstrated track record of managing cross-functional teams and delivering high-impact technology programs.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & 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 citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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