Operations

• Supervises billing leadership and staff, including hiring, training new team members, performance evaluation, workload allocation, and professional development.
• Serves as the department’s subject matter expert on coding and billing processes.
• Serves as the subject matter expert for each project’s clearinghouse and advises best practices within the client’s clearinghouse.
• Responsible for reviewing improvements with clients pertaining to billing and DNFB recommendations.
• Responsible for reviewing, advising, and building clearinghouse edits and bridge routines to ensure industry standard clean claim rates.
• Ensure compliance with HIPAA, State, and Federal laws and guidelines among team members.
• Implement audit and productivity standards to uphold compliance across the billing teams.
• Ensure leadership teams are informed proactively pertaining to client billing issues and opportunities; attend client meetings as needed for explanations.
• Strive to meet or exceed all KPIs and goals.
• Coach and mentor supervisors when employees do not meet expectations.
• Design, implement, and maintain billing best practice workflows and policies.
• Foster teamwork and a positive working environment.
• Support supervisors with team member payroll accuracy and approvals as needed.
• Participate in client or internal meetings as requested.
• Complete all assigned projects promptly.
• Perform other related duties as needed.

Operations Manager – Billing

• Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members, ensuring consistent communication on patient access cases, access trends, and PSC operational updates.
• Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers; translate insights into PSC action plans.
• Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients.
• Compile and share PSC performance data (e.g., benefit investigations, time-to-therapy, prior authorization turnaround, rejection and denial trends, appeal outcomes) to support field strategies and account planning.

Field Liaison, PSC Operations

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Oversee day-to-day operations, ensuring adherence to policies, procedures, and service level agreements (SLAs).
• Monitor key performance indicators (KPIs) and identify areas for operational improvement.
• Ensure all operations follow industry regulations and company standards.
• Analyze customer feedback to drive service enhancements and resolve issues.
• Collaborate with cross-functional teams and external partners to streamline processes and improve workflow in a respectful and positive manner.
• Supervise, coach, and mentor a team of 50+ direct and indirect reports, ensuring excellent patient service.
• Foster a positive, inclusive, and high-performance work culture.
• Responsible for the creation and delivery of presentations to internal stakeholders related to compliance, status of patient care, successes in operations, opportunities for improvement, and quarterly business reviews.
• Strong compliance approach, ensuring teams have a clear understanding of patient privacy laws.
• Stay abreast of industry trends and regulatory updates that may impact program delivery.
• Up to 25% travel required, primarily to Pittsburgh, PA.

Associate Director, PSC Operations

• Serve as the designated Patient Service Center (PSC) Operations point of contact for assigned Field Reimbursement team members
• Participate in regular business reviews, pipeline calls, and regional FRM/FRAD meetings to discuss access trends, payer changes, and field-identified barriers
• Clearly communicate PSC services, workflows, SLAs, escalation paths, and documentation expectations with HCP offices and patients
• Compile and share PSC performance data to support field strategies and account planning
• Triage & coordinate resolution of complex access and reimbursement issues raised by the Field Reimbursement partners
• Support implementation of new patient access programs, payer policy updates, and field reimbursement playbooks by ensuring team readiness
• Ensure all communications and materials align with non-promotional requirements and compliance standards.

• Designing and implementing frameworks, processes, and tools that optimize cloud financial management
• Ensure that cloud resources deliver maximum business value for their cost
• Bridge the gap between finance, operations, and engineering through automation, data-driven insights, and governance
• Identify and resolve discrepancies or issues related to cloud expenses and cost optimization.

Cloud FinOps Engineer, Full-Time

• Reporting to the Continuous Improvement Director
• Serves as a regional CI leader with accountability for driving continuous improvement strategy, governance, and results
• Responsible for auditing, coaching, coordinating, and sustaining CI initiatives across multiple manufacturing plants
• Partnering with the Corporate CI team, Plant Leadership, and Maintenance teams
• Monitors, audits, coaches, and drives the strategic deployment of CI strategies and best practices to enhance operational efficiency, equipment reliability, and overall plant performance
• Evaluates the organization’s operational systems at a regional level to ensure accuracy, efficiency, and compliance with organizational standards
• Adhere to and ensure compliance to all health and safety policies/procedures, Good Manufacturing Practices (GMPs) and PPE requirements across assigned region
• Lead, facilitate, and coach Kaizen events for high‑impact regional initiatives and complex cross‑site opportunities to drive sustainable improvements in safety, quality, labor efficiency, yield, and maintenance effectiveness
• Train and mentor employees and plant leadership teams in Lean methodologies, including 5S, SMED, Centerlining, PdM, RCA, and Standard Work
• Identify and implement process improvements that enhance equipment reliability, operational efficiency, and waste reduction while ensuring compliance with OSHA, EPA, and FDA regulations
• Track and report key performance indicators (KPIs) for operational management systems, ensuring accountability and continuous improvement across the region
• Champion best practice sharing and continuous improvement through cross-functional collaboration with Operations, Maintenance, and CI teams.

Senior Manager, Operations Excellence

• Monitoring application and system alerts, performing initial triage, and executing alert-based steps to restore service quickly.
• Working closely with production support and cross-functional technical teams to escalate and coordinate issue resolution as needed, ensuring minimal impact to operations.
• Following established event management processes and focusing on timely response, accurate diagnosis, and disciplined alert handling.
• Being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications.
• Performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests, and working with technology teams to identify, troubleshoot, and resolve issues.
• Following well-defined Standard Operating Procedures (SOPs) and partnering with experts to improve service levels by proposing changes to monitoring, alerting, and configuration.

Production Operations Specialist

• Drive operational excellence for the North America C&E/S&C warehouse, chemical and logistics businesses.
• Ensure flawless delivery of products, delivered on time per customer requirement.
• Establish warehousing and logistics operations strategies to support C&E/S&C customer needs and business growth objectives.
• Establish and maintain relationships with senior leaders of key functions and major customers.
• Proactively and quickly makes sense of complex issues; responds effectively to complex and ambiguous situations; communicates complicated information simply.

Director, BGS Operations – Distribution

• Lead and connect with the team
• Directly manage 6–10 closers, escrow officers, and processors across hiring, onboarding, coaching, and career development
• Run consistent 1:1s, huddles, and performance reviews
• Set the tone for a high-trust, feedback-rich culture where people feel supported and accountable
• Drive performance and quality
• Own team KPIs (cycle time, on-time-to-close, fall-through rate, CSAT) and report to leadership
• Monitor pipeline health, balance workload, and serve as the senior escalation point
• Conduct routine file audits across title commitments, CDs, escrow ledgers, and wire instructions
• Ensure all files meet Federal and state-specific requirements
• Investigate every compliance miss and convert it into a permanent process fix
• Identify workflow friction and partner with Ops and Product to improve playbooks, templates, and tooling
• Keep SOPs current and turn escalation patterns into systemic fixes
• Work closely with Agent Network, Customer Success, and Product to keep handoffs clean and the customer experience seamless
• Surface trends, risks, and opportunities early — with data and a recommended path forward

Operations Manager

• Deliver engaging and effective informal and formal learning solutions, preparing for training delivery for in-person and remote solutions.
• Participate in training projects and activities, using learning metrics and analytics to measure the impact.
• Assist in the design and development of informal and formal learning solutions using a variety of methods.
• Assist with onboarding of new teammates.
• Perform other duties as assigned.

Educator I

• Manage multiple teams or a functional area and a component of the fraud loss portfolio
• Contribute to the development of fraud management policies, processes, procedures, tactics and strategies for portfolios under oversight
• Manage fraud losses and ensure analysts make appropriate decisions, managing the execution of operational objectives and goals
• Recommend, direct and approve fraud decisions on domestic and international corporate relationships using detailed financial, industry ratios
• Redirect and participate in identifying resource needs to meet strategic objectives and initiatives, and assist in executing change initiatives
• Develop, manage and execute merchant fraud and collusion detection strategies, and identify process improvements to support the area
• Develops the information infrastructure to support improvement strategies across all portfolios
• Evaluate subordinates' performance and make recommendations for pay increases, hiring, terminations and other personnel actions
• Ensure essential procedures are followed and contribute to defining standards
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Fraud Operations Group Manager, SVP

• Supports Pharmacists in Specialty Rx medication preparation by dispensing Specialty Rx medications
• Performs varied activities and moderately complex administrative/operational/customer support assignments
• Typically works on semi-routine assignments
• Contact physicians for prescriptions clarification and may enter prescription orders into the system
• Ensures adherence to Specialty Rx specific operational processes and programs

Specialty Operations Pharmacy Technician 2

• Leverages data and technology to support the sales organization, diagnose issues, and design solutions.
• Partners with Partner Sales, Channel, Alliances, Marketing, Commercial, and CRO leadership to identify and prioritize high-impact partner process improvements aligned to revenue objectives.
• Helps define and refine scalable operating models across partner-led motions including partner sourcing, co-sell, deal registration, partner opportunity management, and partner renewals.
• Develops lightweight business cases and ROI assessments to inform prioritization decisions.
• Collaborates cross-functionally to translate strategic initiatives into clear process, policy, and system requirements.
• Leads design and documentation of global process standards across key partner lifecycle domains.
• Defines roles, responsibilities, stage criteria, and handoffs across Partner, Sales, Marketing, Commercial, and Operations teams.
• Establishes governance structures and ensures consistent global adoption of standardized partner processes.
• Drives continuous improvement by identifying breakdowns, root causes, and opportunities for simplification.
• Partners with various teams to execute prioritized initiatives and supports rollout of new partner programs.

Global Process Owner – Partner Operations

• Managing team members and vendors to deliver 24x7 platform technical support, ensuring accurate and timely delivery of critical business data
• Operating high-performance, highly scalable and flexible, cost-effective data integration platform solutions that meet business requirements and conform to architectural designs and technology strategies.
• Overseeing all operational aspects of all platforms and services in the Data portfolio including availability, performance, capacity, currency, scalability, resiliency, security, compliance and licensing
• Responsible for incident management for any outages or incidents impacting live production systems.
• Managing, communications and orchestrating troubleshooting and remediation activities.
• Providing quality and timely resolution of platform defects/ problems & enhancement requests through the management of the application development lifecycle
• Responsible for managing security and compliance for all applications and services in the portfolio
• Running an agile-based request management workflow, focused on maximizing velocity, improving quality and reducing backlog
• Partnering with Business & Solution Architects to identify opportunities for improved customer service, increased agility and availability
• Working with multiple vendor/partners to deliver existing services against Key Performance Indicators, managing performance against contractual terms and identifying new / rationalizing existing services.
• Ensuring Service Operations, Knowledge Management, Continuous Improvement, Service Level & Availability Management are operationalized across the team
• Developing and guiding direct reports by providing career path conversations and mentoring, helping them achieve their goals through effective development and training plans

Senior Manager, Data Systems Operations

• Partner with the EVP & Head of Enterprise Strategy & Operations to design, refine, and implement CCS’s enterprise S&O operating model
• Help evaluate future structural changes across S&O, including how work should be organized across regions, departments, Corporate functions, and enterprise roles
• Support the continued development of shared definitions of S&O excellence
• Help prepare for, attend, and manage follow-up from key S&O meetings and leadership forums
• Support key S&O initiatives, including standalone Marketing and Business Development department development, proposal and contract process improvements
• Identify opportunities to improve S&O workflows through clearer SOPs, better reporting, automation, shared tools, and other process improvements
• Track key regional updates and operating context across Atlantic, Central, Northeast & Europe, and West
• Partner with Finance, BI, and regional S&O leadership to track and synthesize key operational and financial metrics
• Help turn data and regional updates into clear summaries, insights, presentations, and recommendations for the EVP & Head of Enterprise S&O, the Operations Leadership Team, and other firmwide leadership forums
• Support select Unleash priorities by helping advance workplans, track progress, prepare materials, and follow through on next steps.

Director, Enterprise Strategy – Operations

• Monitor and manage key business initiatives to ensure projects remain on schedule and aligned with company objectives.
• Facilitate leadership meetings, track action items, and promote accountability across teams.
• Create and maintain operational dashboards, performance metrics, and executive reporting.
• Support strategic planning efforts and oversee progress toward organizational goals.
• Administer and optimize business software platforms, including sales and prospecting tools.
• Coordinate initiatives across Sales, Marketing, Product, Engineering, and Customer Success teams.
• Lead the operational coordination of new customer deployments.
• Develop implementation schedules, milestones, and project plans.
• Organize customer onboarding, training, and rollout activities.
• Identify implementation risks and proactively resolve issues.
• Ensure successful customer launches and smooth transitions into ongoing support.
• Assist with employee onboarding, training programs, and compliance-related activities.
• Support hiring managers throughout the recruitment and interview process.
• Coordinate new hire readiness and onboarding logistics.
• Prepare materials and follow-up actions for leadership meetings.
• Manage vendor relationships, contracts, and administrative processes.
• Assist with budget monitoring and operational reporting.
• Coordinate company events, meetings, and special projects.

• leading day-to-day social listening, monitoring, and intelligence efforts
• supporting the operational backbone of social media platforms and related tools
• detecting and assessing reputational risk across digital channels
• producing recurring and ad hoc intelligence reports, dashboards, and executive briefs
• delivering training, onboarding, and ongoing enablement for social listening tools

Social Intelligence, Platform Operations Analyst

• Leads and directs the work activities and has full management accountability for the performance and development of subordinate staff
• Establishes and maintains strong collaborative relationships with internal and external customers and peers
• Assists subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution
• Champions process improvements that cut across organizational lines
• Plans and delivers improvement projects managing scope, timeline, resources, impacts and business outcomes
• Develops new and leverages existing tools and reports to aid in data collection, analysis and strategic planning to achieve superior results
• Coaches others in the use of metrics-based decision making
• Develops financial plans and budgets and establishes strategic and performance goals
• Actively manages staffing levels, headcount and productivity to optimize service delivery

Claims Operations Director/Manager

Process Improvement Lead Analyst, Vice President

• Support end-to-end chargeback and dispute resolution processes, ensuring accurate and timely handling of transaction disputes
• Investigate complex cases, reduce financial risk, and maintain compliance with network and regulatory requirements
• Leverage data analysis and Excel-based reporting to monitor trends and improve operational performance
• Review, investigate, and resolve chargeback and dispute cases across card networks
• Analyze transaction data and supporting documentation to determine resolution outcomes
• Ensure compliance with card network rules and regulatory dispute processing requirements
• Manage multiple work queues and prioritize tasks to meet service level agreements
• Use Microsoft Excel to track volumes, analyze trends, and support reporting needs
• Identify root causes of disputes and recommend process improvements
• Collaborate with internal teams, financial institutions, and merchants to resolve issues
• Escalate complex or high-risk cases and follow through to resolution
• Maintain accurate documentation and update systems with detailed case notes
• Meet performance metrics for quality, accuracy, productivity, and timeliness

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Operations Manager – Billing

Field Liaison, PSC Operations

Associate Director, PSC Operations

Field Liaison, PSC Operations

Cloud FinOps Engineer, Full-Time

Senior Manager, Operations Excellence

Production Operations Specialist

Director, BGS Operations – Distribution

Operations Manager

Educator I

Fraud Operations Group Manager, SVP

Specialty Operations Pharmacy Technician 2

Global Process Owner – Partner Operations

Senior Manager, Data Systems Operations

Director, Enterprise Strategy – Operations

Operations Manager

Social Intelligence, Platform Operations Analyst

Claims Operations Director/Manager

Process Improvement Lead Analyst, Vice President

Associate III, Chargeback Operations