Auto Refinance Department Operations Manager - (Hybrid)

Discover Financial
Plano
Workplace: HybridFull timeUSD 122,100 - 139,400 annuallyFunction: Business OperationsExperience: 5+ yearsEducation: high_schoolSkills: ["Leadership","Strategic thinking","Problem-solving","Interpersonal skills","Judgment"]

Lead day-to-day operations for a high-visibility auto refinance department, driving customer-focused resolution for escalations and fraud-related cases. Manage and develop a team of senior associate leaders and ~40 specialty production associates, coordinate vendor operations (call center and funding agents), and build a roadmap for process streamlining and customer experience improvements. Use data and reporting tools to guide coaching, training, and real-time performance decisions.

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Discover Financial
Discover Financial
1 day ago

Auto Refinance Department Operations Manager - (Hybrid)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Lead day-to-day operations for a high-visibility auto refinance department, driving customer-focused resolution for escalations and fraud-related cases. Manage and develop a team of senior associate leaders and ~40 specialty production associates, coordinate vendor operations (call center and funding agents), and build a roadmap for process streamlining and customer experience improvements. Use data and reporting tools to guide coaching, training, and real-time performance decisions.
Location: Plano
Workplace: Hybrid
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead senior resolution and fraud-related operations by monitoring queues/case load and guiding resolution or escalation of aged/complex issues.
  • •Create an interaction model with leadership and stakeholders to ensure timely escalation and appropriate judgment for critical problems.
  • •Develop coaching, quality calibrations, and training frameworks; partner to audit and improve onboarding and upskilling content.
  • •Advocate for customers by analyzing escalation trends and complaint data, closing process or product gaps, and coordinating across functions.
  • •Monitor call center and funding intra-day performance and support vendor coordination, process streamlining, and roadmap execution.

Pay and Benefits

Salary: USD 122,100 - 139,400 annually

Key Requirements

  • •High School Diploma, GED, or equivalent certification.
  • •At least 5 years of people leadership experience.
  • •At least 4 years of call center customer service or back-office operations experience.
  • •At least 2 years of experience working with cross-functional teams.
  • •Experience in process management and/or auto financing industry is preferred.
Experience:5+ yearsAuto financingCall centerBack office operations
Education:High School
Skills:LeadershipStrategic thinkingProblem-solvingInterpersonal skillsJudgment
Tech Stack:Sentinel

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