Chat Agent Jobs (NOW HIRING)

Services provides global solutions that help corporations, financial institutions, public sector and commercial clients optimize operations and drive their business forward. Through our five business lines – Liquidity Management Services, Payments, Trade & Working Capital Solutions, Investor Services and Issuer Services - we provide cash management, payments/receivables solutions, working capital solutions, post-trade securities services and issuer services across Citi’s global network.

Own and Shape Citi Services’ Universal Chat AI Agenda - Lead the strategy, development, and global deployment of Citi's Universal Chat Agent platform, building intelligent conversational experiences that transform how employees, operations teams, and clients access information, complete work, and interact with Citi Services.

About the Initiative

Background

Platform and Data Services is a strategic enabler across Citi, providing client and internal platforms, shared services, data capabilities, and operational infrastructure that support employees and clients globally. As Citi accelerates its AI transformation, conversational AI and agentic experiences have become a critical component of the firm's digital strategy. Universal Chat Agent serves as the central engagement layer connecting users with enterprise knowledge, workflows, platforms, and services through natural language interactions. The platform is designed to deliver secure, scalable, AI-powered experiences that improve productivity, simplify complex processes, increase operational efficiency, and enhance client and employee experiences across the globe.

The Director, AI Product Manager will serve as the strategic and execution leader responsible for defining and scaling the Universal Chat ecosystem, driving adoption of AI-powered assistants, agentic workflows, and intelligent automation capabilities throughout Citi.

Strategic Mandate

• Develop and Implement Common Conversational AI PlatformDefine and execute the vision for Citi Services' Universal Chat Agent ecosystem, creating a unified AI-powered experience that enables employees and clients to access information, knowledge, services, and workflows through conversational interfaces.

• Agentic AI & Intelligent AutomationDrive the development of AI agents capable of orchestrating operational workflows, retrieving information, automating tasks, and assisting users with increasingly complex business processes while maintaining appropriate governance and controls.

• Employee Productivity & Operational TransformationIdentify and deliver AI-powered capabilities that reduce manual work, accelerate decision-making, improve service delivery, and enhance productivity across Operations, Technology, Risk, Compliance, and Business teams.

• Client Experience InnovationPartner across businesses to develop conversational experiences that simplify client interactions, improve self-service capabilities, and create differentiated digital experiences.

• Responsible AI & Enterprise ControlsEnsure all AI capabilities are developed in accordance with Citi's enterprise governance standards, data controls, model risk requirements, security policies, and regulatory obligations.

What You'll Do

Responsibilities

• DEFINE & EXECUTE THE Common CHAT STRATEGYOwn the global product vision and roadmap for Universal Chat Agent. Define priorities, use cases, and investment strategies while balancing innovation, scalability, business value, and adoption goals.

• BUILD AI AGENTSLead the design and deployment of intelligent agents capable of executing tasks, accessing systems, orchestrating workflows, and delivering actionable insights through conversational interfaces.

• DRIVE AI-POWERED EMPLOYEE EXPERIENCESDevelop AI solutions that improve employee productivity by providing intelligent knowledge retrieval, workflow assistance, operational guidance, case support, policy access, and decision support capabilities.

• DELIVER OPERATIONAL TRANSFORMATIONIdentify and implement AI-driven opportunities to simplify processes, reduce manual effort, automate repetitive activities, and improve service quality across shared services and operations functions.

• CREATE A CONNECTED ECOSYSTEMPartner with platform and product owners and technology teams to integrate Universal Chat Agent with applications, knowledge repositories, workflow platforms, digital assistants, and operational systems.

• EMBED RESPONSIBLE AI & GOVERNANCEEnsure solutions comply with enterprise standards for model governance, explainability, privacy, security, data management, auditability, and regulatory compliance.

• BUILD & MANAGE A WIDE STAKEHOLDER ECOSYSTEMDevelop strong partnerships across Technology, Operations, Product, Architecture, Data, Risk, Compliance, Legal, HR, and business leadership teams to drive alignment and successful delivery.

• DRIVE AGILE & OUTCOMES-LED EXECUTIONLead cross-functional teams to rapidly deliver high-impact capabilities using agile methodologies, experimentation frameworks, and measurable business outcomes.

• LEAD ADOPTION & CHANGE MANAGEMENTDevelop strategies that drive user adoption, AI literacy, organizational readiness, and sustainable behavioral change across global organizations.

• SERVE AS THE AI & CHAT PLATFORM EVANGELISTRepresent Universal Chat Agent with senior leadership, governance forums, technology partners, and business stakeholders while championing Citi's AI transformation agenda.

Beneficial Skills & Qualifications

Experience & Qualifications

The ideal candidate combines deep product leadership experience, AI expertise, platform knowledge, and strong executive presence.

Required

• 10+ years of product management experience with delivery of large-scale technology platforms.

• Proven experience building, launching, or scaling AI, Generative AI, conversational AI, agentic AI, or intelligent automation products.

• Strong understanding of large language models, retrieval-augmented generation (RAG), knowledge management, and AI orchestration frameworks.

• Demonstrated experience developing enterprise software products with measurable business outcomes and adoption targets.

• Strong commercial and strategic mindset with experience building business cases and prioritizing investments based on value realization.

• Experience leading complex cross-functional initiatives across product, technology, operations, risk, and business organizations.

• Deep understanding of AI governance, model risk management, security, privacy, and responsible AI principles.

• Exceptional stakeholder management skills with the ability to influence senior executives in a global matrix environment.

• Outstanding verbal and written communication skills with the ability to translate complex technical concepts into business value.

• Demonstrated ability to operate effectively in ambiguous, fast-moving environments while delivering measurable results at scale.

Preferred

• Experience deploying copilots, agent-assist solutions, knowledge assistants, or conversational AI platforms.

• Experience integrating AI solutions with workflow, ticketing, case management, CRM, productivity, or operational platforms.

• Familiarity with agentic AI architectures, multi-agent systems, and enterprise automation frameworks.

• Experience leading enterprise-wide change management and AI adoption programs.

• Financial services, operations, shared services, or large-scale regulated industry experience.

• Experience working directly with Risk, Compliance, Legal, and Information Security teams on AI deployments.

• Agile product leadership and experience managing global product teams across multiple regions.

Success Measures

• Adoption and active usage of Universal Chat Agent across Services.

• Productivity gains and operational efficiency improvements delivered through AI capabilities.

• Reduction in manual effort and service resolution times.

• Expansion of AI agent and workflow automation capabilities.

• Delivery of measurable business value while maintaining strong governance and risk controls.

• Increased employee satisfaction and improved digital experience outcomes.

What We Offer

At Citi, you will have the opportunity to shape AI at a truly global scale — working at the center of a firm-wide transformation with the resources, reach, and leadership backing to deliver meaningful impact. This is a role with real ownership, strategic influence, and the chance to build something that redefines how a global institution works.

• Strategic ownership of a flagship AI platform with global reach and executive visibility across Citi.

• Hybrid working model — 3 days in the office and 2 days working remotely, providing flexibility alongside meaningful in-person collaboration.

• Access to Citi's global network of technology, product, and AI professionals, with opportunities to collaborate across regions and business lines.

• Continuous learning and professional development, with exposure to cutting-edge AI capabilities and enterprise-scale product challenges.

• A performance-driven