Head of Workflow Platforms Director

The Head of Workflow Platforms is a senior management–level leadership role responsible for driving large-scale workflow Operations transformation and platform modernization initiatives. This leader will oversee a broad organization of Product Management and Process Management professionals, setting product strategy, defining multi-year roadmaps, and ensuring strong alignment to business outcomes, operational efficiency, and risk management objectives. The role combines strategic leadership, execution oversight, and governance across a complex and evolving technology landscape.

Responsibilities

Lead and manage a team of product and process professionals responsible for Core Operations workflow platforms, communication platforms, Disputes processes, Entitlements processes, and network management

Define and execute multi-year workflow platform strategies aligned with enterprise priorities, including transformation and modernization initiatives

Own and drive the end-to-end product lifecycle across legacy and next-generation platforms, ensuring seamless integration, scalability, and sustainability to maximize business value and operational effectiveness

Act as the primary business decision-maker and partner with Core Operations, Fraud Operations, Customer Service, Technology, Engineering, Network Management, Entitlements and Second Line of Defense (2LOD) stakeholders

Oversee budget planning, financial management, and investment prioritization across the platform portfolios

Drive adoption, operational readiness, and change management to ensure successful implementation of new platforms and capabilities

Identify industry trends, emerging technologies (including Gen AI), risks, Regulation changes (including Reg E and Z), and opportunities to inform platform strategy and maintain competitive advantage

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets

Escalate, manage, and report control issues with transparency

Qualifications

15+ years of relevant experience, to include people management experience

Experience with banking and credit card products

Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles

In‑depth knowledge of competitor products/services and industry best practices

Working knowledge of strategic direction of the Operations function within a Retail and Credit business as well as a practical grounding in the technical product management function and/or area of expertise

Ability to develop strategy, gather resources, and inspire a diverse set of individuals

Consistently demonstrates clear and concise written and verbal communication

Demonstrated negotiation skills

Education

Bachelor’s degree in business administration, Finance, Marketing, specialized analytics, or related discipline

Master’s degree preferred

Primary Location: Irving Texas United States

Primary Location Full Time Salary Range: $170,000.00 – $300,000.00. 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.

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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