Senior Associate Process Manager- Customer Protection- Hybrid

Discover Financial
Richmond
Workplace: HybridFull timeUSD 80,800 - 101,300 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: high_schoolSkills: ["Stakeholder management","Problem-solving","Communication","Documentation","Process improvement"]

Lead process improvement for the Retail Bank Customer Protection organization, partnering across groups to transform customer and agent servicing experiences. Own process documentation and governance, drive initiative coordination, and use data/metrics to identify trends, gaps, and risks across value streams. Apply AI-driven insights to create actionable outcomes, support pod ceremonies and planning, and collaborate on cross-functional projects while communicating updates and escalations. This is a hybrid role requiring office presence 3 days/week.

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Discover Financial
Discover Financial
4 weeks ago

Senior Associate Process Manager- Customer Protection- Hybrid

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead process improvement for the Retail Bank Customer Protection organization, partnering across groups to transform customer and agent servicing experiences. Own process documentation and governance, drive initiative coordination, and use data/metrics to identify trends, gaps, and risks across value streams. Apply AI-driven insights to create actionable outcomes, support pod ceremonies and planning, and collaborate on cross-functional projects while communicating updates and escalations. This is a hybrid role requiring office presence 3 days/week.
Location: Richmond
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Develop and maintain formal process documents (maps, diagrams) and produce project documentation such as reports, presentations, and business cases.
  • •Ensure data quality and deliver performance metric reporting; analyze data to identify trends, gaps, and actionable insights.
  • •Coordinate initiatives to ensure timeliness and completion, including audits and consolidation efforts.
  • •Proactively suggest procedure and process improvements, lead rebuild efforts, and implement issue resolution and risk mitigation.
  • •Translate AI-driven insights into actionable business outcomes, including using AI for process documentation and root-cause analysis.

Pay and Benefits

Salary: USD 80,800 - 101,300 annually

Key Requirements

  • •High School Diploma, GED, or Equivalent Certification
  • •At least 1 year of Project or Process Management experience
  • •At least 1 year of experience using Google Suite or Microsoft Office
  • •At least 1 year of experience using Jira
  • •At least 1 year of Customer Service experience
Experience:Customer serviceFraudProcess management
Education:High School
Skills:Stakeholder managementProblem-solvingCommunicationDocumentationProcess improvement
Certifications:BPMLeanSix Sigma
Tech Stack:TableauGoogle SuiteMicrosoft OfficeJira

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