Costco Cardmember Experience Sr. Manager, Senior Vice President (Hybrid)

The Costco Cardmember Experience Sr. Manager, Senior Vice President is a key member of the Costco cobrand credit card Product Management team.  The individual leads cardmember experience, rewards, retention, issue resolution, and control initiatives for the Costco portfolio, collaborating with the partner and cross-functional teams to address cardmember pain points, improve processes, and strengthen controls.  The role reports to the Managing Director and General Manager of the Costco portfolio. This is an individual contributor role.

Responsibilities:

• Lead the Costco Cardmember Obsession Unit (COU), collaborating with the Client Experience team, Operations, and the partner to identify and resolve cardmember pain points and increase product satisfaction.  Determine COU areas of focus, lead the monthly partner COU meeting, and drive sustained process improvements/pain point resolution.

• Act as the primary liaison with the partner for items related to cardmember experience/satisfaction.

• Own product team interactions with the Citi Operations, Fraud, and Client Experience teams to address Costco-related issues and areas of opportunity. 

• Manage Costco portfolio letters and cardmember servicing communications in conjunction with Operations.

• Oversee Costco credit card rewards, including the identification and implementation of strategic capability, communication, and control enhancements.

• Collaborate with Marketing and Operations to implement and manage reactive retention to save profitable account, including program strategy and execution/profitability oversight. 

• Lead Costco portfolio issue management, resolution, and control oversight, collaborating with the partner, product team, and cross-functional peers to identify and resolve issues in a timely manner.

• Lead cross functional teams to drive strategic alignment and execute key portfolio priorities.

• Collaborate with and influence the partner.

• Drive innovation of new/improved ways to deliver value, enhance performance, service customers, and improve processes.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients and assets by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 10+ years relevant experience

• Strategic agility with demonstrated history of providing thought leadership to teams/partners

• Strong critical thinking and problem-solving skills – ability to analyze a situation, identify areas of opportunity, and act to address those opportunities.

• Ability to break-down barriers and challenge the status-quo

• Solid track record of resolving complex problems/issues

• Exceptional relationship/interpersonal skills

• Excellent communication/presentation and influencing skills; must have ability to effectively communicate with all levels of management and across all functional areas within a highly matrixed environment

• Strong operator – ability to drive initiatives forward and ensure that teams deliver on commitments

• Customer-centric mindset with a focus on delivering value

• Ability to work well a fast-paced, team-oriented environment

• Ability to prioritize effectively and handle multiple, diverse initiatives simultaneously

• High degree of accountability

• Strong process orientation and control-mindset

• Ability to work unsupervised and adjust priorities quickly as circumstances dictate

• Credit card industry experience preferred

Education:

• Bachelor’s degree/University degree

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Business Development

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Time Type:

Full time

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Primary Location:

Wilmington Delaware United