Manager, Process Management - US Card Complaints Governance

Discover Financial
Richmond, Virginia, New York, Chicago
Workplace: OnsiteFull timeUSD 122,100 - 139,400 annuallyFunction: Communications, PR & CommunityExperience: 3+ yearsEducation: high_schoolSkills: ["Leadership","Communication","Influencing partners","Analytical skills","Problem solving"]

Lead process intent delivery and operational readiness for the US Card Complaints Governance team, partnering across Card Channels to drive risk reduction through properly documented, updated, and efficient complaint-handling processes. You’ll manage strategic transformation initiatives and change management, create delivery roadmaps, and influence product roadmaps with insights from CX/agent needs. Work closely with technology, product, ops, and leadership while ensuring alignment to Enterprise Complaint Standard requirements.

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Discover Financial
Discover Financial
1 week ago

Manager, Process Management - US Card Complaints Governance

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead process intent delivery and operational readiness for the US Card Complaints Governance team, partnering across Card Channels to drive risk reduction through properly documented, updated, and efficient complaint-handling processes. You’ll manage strategic transformation initiatives and change management, create delivery roadmaps, and influence product roadmaps with insights from CX/agent needs. Work closely with technology, product, ops, and leadership while ensuring alignment to Enterprise Complaint Standard requirements.
Location: Richmond, Virginia, New York, Chicago
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Lead strategic direction for complaint governance process intent delivery and operational readiness in collaboration with leaders across the organization.
  • •Partner with project and product teams to represent customer and agent perspectives when designing and improving complaint processes.
  • •Drive high-impact transformation initiatives, including definition, scoping, design, and delivery of business change.
  • •Create and manage process and delivery roadmaps with technology, product, ops, and intent teams to elevate CX/AX while aligning with Enterprise Complaint Standard requirements.
  • •Consult, deep-dive, analyze, and resolve ambiguous operational problems; create and deliver presentations and communications to influence stakeholders and meet strict timeliness needs.

Pay and Benefits

Salary: USD 122,100 - 139,400 annually

Key Requirements

  • •High school diploma, GED or equivalent certification.
  • •At least 3 years of experience in process management, project management, or equivalent escalated operational experience.
  • •At least 2 years of delivering large-scale initiatives or projects.
  • •At least 2 years of experience supporting, partnering, or interacting with internal business clients.
  • •Preferred: bachelor’s degree or military experience; process/project management certification such as Scaled Agile, Lean, or PMP.
Experience:3+ yearsProcess managementProject managementRisk managementProcess improvementCustomer complaints
Education:High School
Skills:LeadershipCommunicationInfluencing partnersAnalytical skillsProblem solving
Certifications:Scaled AgileLeanPMP

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