Principal Operations Process Management

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You’ll Do

The Credit Card Portfolio Marketing department focuses on customer life cycle management and delivering award-winning customer experiences to drive financial results. The Re-Engage My Card family strives to provide personalized experiences, offers, and services to help customers save on interest, earn high value rewards, and develop trust, loyalty and a sustained relationship with Discover.

The Principal Operations Process Management will actively support elements of the Compliance Management System, including but not limited to the execution of controls, oversight of team policies and procedures, developing action plans from complaint reviews, working issues through the issue management lifecycle, and preparing and leading the team through monitoring and testing activities. In addition, the Principal will serve as a Process SME for the Call Center Retention & Account Closure processes, supporting Product Owners and Marketing SMEs to ensure quality end-to-end management and risk-based soundness of the processes and programs.

How You’ll Do It

• Develop delivery plan/strategy to accomplish program goals; including identification and collaboration with stakeholders, determine communication strategies, for each line of business.

• Become the subject matter expert (SME) in understanding the program framework, components, and tools.

• Support the business to ensure adherence to the program framework and enable efficient execution, close collaboration with business stakeholders and program support teams in all areas of delivery and operations of the program.

• Deliver training and coaching necessary to assist stakeholders and customers in understanding and expectations of the program.

• Actively involved in the day-to-day operations of the program, provide support, answer questions to facilitate program adoption.

• Manage progress and tracking through efficient reporting, provide updates and communication on work progress to customers, stakeholders, and leaderships.

Qualifications You’ll Need
The Basics

• Bachelor's degree in Business Administration and Management, finance, statistics, analytics, or related.

• 6+ years' Risk management, process mapping, operations, project management, training and development or related field

• In lieu of degree, 10+ years' Risk management, process mapping, operations, project management, training and development or related field

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

Does this job require remaining in a stationary position, including but not limited to, primarily sitting and standing? Primarily remain in a stationary position.

Does this job require the ability to move about inside or outside the work environment to complete the major responsibilities of the job? No required movement about the work environment to complete the major responsibilities of the job.

Does this job require the ability to transport physical objects? If so, provide the weight of the heaviest object the job needs to transport without the aid of machinery or equipment or the weight equivalency with the aid of machinery or equipment. No

Primarily, where is this job performed? Primarily performed indoors in an office setting.

Does this job require the ability to operate equipment or machinery? Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Does this job require the ability to communicate verbally or in written form? Ability to communicate verbally.; Ability to communicate in written form.

Does the job require travel? No

Bonus Points If You Have

• Masters degree in Business Administration an