Vice President, Global Workforce Management Relationship
Citi
Salary
💰 ₹1,600,000 - ₹2,000,000 per year
Job Level
JuniorMid-Level
About the role
- Investigate, diagnose, and solve complex operational problems end-to-end, performing thorough root cause analysis (RCA)
- Apply deep system thinking: trace issues across modules, code snippets, logs, and merchant workflows
- Leverage AI for advanced troubleshooting and insights
- Proactively identify customer pain points and design and document sustainable solutions
- Improve processes & workflows and collaborate with Product to reduce recurring issues
- Plan and manage smaller-scale projects or initiatives with clear timelines and deliverables
- Build strong internal partnerships with engineering, product, and ops and provide clear, concise updates to merchants
- Own and manage the new and unassigned queue; proactively manage priorities, ensure SLAs are met, and hold peers accountable
- Turn solutions into repeatable frameworks and knowledge-base articles to accelerate future resolutions
Requirements
- Minimum 2 Years of Experience in SaaS, Supply Chain, or Consulting
- Strong Critical Thinking & Problem-Solving
- Excellent Communication — super command of the English language to serve North American and UK customers
- Proven Project Management — organizing tasks, managing timelines, and delivering results
- AI & Prompt Engineering — comfortable leveraging modern AI tools
- Leadership Mindset — initiative, accountability, conflict resolution skills
- Eager Learner — quick to pick up new technologies, tools, and processes
- Willingness to work onsite in Bangalore office
- Willingness to work North American overlap shifts (5:30 PM–2:30 AM IST; 9:30 PM–6:30 AM IST for bonus)
