Manager - Customer Journey and Ops Insights

General information

Career area Customer Care Work Location(s) 12850 W Gran Bay Pkwy, FL, 2911 Lake Vista Drive, TX, 500 Woodward Avenue, MI, 601 S. Tryon Street, NC Remote? Yes Ref # 22022 Posted Date 03-26-26 Working time Full time

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?
Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

At Ally, we’re relentless about doing the right thing and delivering results that matter. In this newly created role on the Customer Journey & Ops Insights team within Operational Excellence in Customer Care and Operations (CCO), you’ll play a critical role in improving customer and operational outcomes by connecting end-to-end journey insights to data-driven decision-making. You’ll partner across the CCO organization to identify friction points, uncover root causes, and translate insights into actionable opportunities that inform strategy, process optimization, and execution priorities.
This role is ideal for someone who thrives at the intersection of customer experience, operations, and analytics—and who brings structure, clarity, and influence to complex, cross-functional work.

The Work Itself

• Lead end-to-end customer journey analysis across key CCO experiences, integrating operational, customer, and performance data.
• Lead in identification of root causes of customer or operational friction and summarize findings into actionable insights.
• Develop clear, actionable insights that inform strategic priorities, process optimization efforts, and execution roadmaps.
• Partner across Operational Excellence to ensure insights are translated into action.
• Define and track journey-level metrics, leading and lagging indicators, and experience outcomes.
• Support prioritization by sizing opportunity impact and highlighting trade-offs across customer, cost, and risk.
• Lead deep-dive analysis on priority journeys, products, or operational areas to better understand drivers of performance, r