Senior Manager, Problem 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:

Primary owner for managing the Problem Management life-cycle for a business unit within Consumer Banking. As a primary owner, this role will manage the goals, create actions plans and address any blockers. Responsible for managing a team of problem managers to identify root cause and impact from issues, minimize future impacts, and document the actions taken to resolve the problem. In addition, this role will be responsible for resolving any escalated blockers, and implementing process improvements. Develops and coaches teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.

Responsibilities:

• As the owner of Problem Management for assigned business unit, manage the strategic goals for Problem Management team, create action plans and address any blockers to achieve the goals.
• Oversee the management of service level agreements and inventory health and create necessary action plans to address blockers or escalations from the team.
• Generate insights on problem trends, and review reporting and metrics with business unit general managers on a monthly basis.
• Own end-to-end process for Problem Management, work with problem management team to prioritize and implement process improvements to achieve strategic goals for Problem Management.
• Manage and develop a team of Problem Managers.

Required Qualifications:

• Bachelor’s degree in Business or Information Technology.
• 8+ years of experience in Operations management, Systems development, Agile development, systems testing, or related experience.
• 2+ years of people management or related experience.

In Lieu of Education:

• 10+ years of experience in Operations management, Systems development, Agile development, systems testing, or related experience.

Preferred Qualifications:

• Master’s degree in Business or Information Technology.
• 10+ years of experience in Operations management, Systems development, Agile development, systems testing, or related experience.

Compensation:

The base pay for this position generally ranges between $100,500.00 to $170,100.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at MyDiscoverBenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)