Principal Operations Strategy Jobs

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The Disputes product team is responsible for the end-to-end experience for Cardmember from case initiation through resolution. The Principal Operations Strategy role will manage the Cardmember communications and lead enhancements to this experience in collaboration with the Disputes product owners and cross-functional business partners. In addition, this role will lead all initiatives related to Operational Excellence for Disputes.

Responsible for providing strategic and tactical direction for operational activities to service the business. Ensures efficient and compliant servicing operations while ensuring world class customer experience. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

• Collaborates with business partners on process enhancements; communicate operational implications; suggest alternatives that may achieve the same objectives but with more favorable impact to operations (e.g., lower cost, less complexity); commit to approaches selected by leadership and lead their implementation.
• Actively monitors servicing quality levels, communicate opportunities for improvement and collaborates with operations to improve service levels.
• Develops any necessary remediation plans and ensure their timely completion.
• Relationship management with business partners and management of system related projects from idea to implementation.
• Serves as the primary liaison between business partners and operations teams for servicing processes.
• Plan, coordinate, and execute activities that support business partner initiatives across the organization and ensure operations expectations for timeliness, quality and efficiency are delivered in conjunction internal and external parties.
• Ensures sound operational processes and procedures are developed and documented.

Basic Qualifications:

• In lieu of degree – 8+ years’ experience: Customer Service, Financial Services Operations or Related
• 6+ years’ experience: Customer Service, Financial Services Operations or Related
• Bachelor’s Degree

Preferred:

• Master’s Degree
• Project Management experience
• Operational Excellence experience

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)