Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)

Discover Financial
Illinois, Chicago, Virginia, Richmond
Workplace: HybridFull timeUSD 149,000 - 187,100 annuallyFunction: Strategy & Corporate DevelopmentExperience: 5+ yearsEducation: high_schoolSkills: ["Leadership","Mentoring","Communication","Analytical thinking","Curiosity","Results focus","Customer-centric","Operational excellence","Strategic planning","Team collaboration"]

Lead Capital One’s Horizontal Servicing OSS team to drive operational improvement across the US Card servicing footprint. Own transformation initiatives and strategic roadmaps that harness platform capabilities for a global agent workforce. Manage a team of ~3–5 associates across process and OSS, partnering with analysts, product, and operations leaders to improve agent tools using data-driven insights. Deliver solutions from ideation through implementation in scaled agile environments.

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Discover Financial
Discover Financial
1 month ago

Senior Manager, Agent Capabilities & Horizontal Operations Servicing Strategy (Hybrid)

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Job Summary

Lead Capital One’s Horizontal Servicing OSS team to drive operational improvement across the US Card servicing footprint. Own transformation initiatives and strategic roadmaps that harness platform capabilities for a global agent workforce. Manage a team of ~3–5 associates across process and OSS, partnering with analysts, product, and operations leaders to improve agent tools using data-driven insights. Deliver solutions from ideation through implementation in scaled agile environments.
Location: Illinois, Chicago, Virginia, Richmond
Workplace: Hybrid
Employment Type: Full time
Job Function: Strategy & Corporate Development
Seniority: Manager level

Key Responsibilities

  • •Identify and drive transformation improvements across the US Card Servicing footprint.
  • •Lead development of strategic roadmaps to harness platform capabilities for a global operational workforce.
  • •Mentor and manage a team of ~3–5 associates across multiple job families including process and OSS.
  • •Partner with analyst and product teams to leverage data and technology to improve tools agents use to service customers.
  • •Strengthen the team’s analytical and critical thinking skills to unlock solutions that transform the Card servicing ecosystem.

Pay and Benefits

Salary: USD 149,000 - 187,100 annually

Key Requirements

  • •High School Diploma, GED, or equivalent certification.
  • •At least 5 years of experience delivering transformational initiatives.
  • •At least 5 years of experience directing process transformations or projects.
  • •At least 3 years of experience in people management.
  • •At least 5 years of experience in strategic planning.
Experience:5+ years
Education:High School
Skills:LeadershipMentoringCommunicationAnalytical thinkingCuriosityResults focusCustomer-centricOperational excellenceStrategic planningTeam collaboration
Certifications:PMPLeanAgileSix Sigma
Tech Stack:Scaled agile frameworksData

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Discover Financial
Provides consumer banking products, credit cards, personal loans, and payment services through the Discover brand. It operates a major U.S. financial network and serves individuals and merchants with lending and digital payment solutions.
Industry: Retail Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 10M to 25M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Riverwoods, United States
Founded: 1985
WebsiteLinkedIn