Director, Chief of Staff - BC&P Product & Card Experience

Director, Chief of Staff - BC&P Product & Card Experience

Job Description

The Business Cards & Payments (BC&P) organization is committed to fueling the entrepreneurial spirit that's at the heart of America's business owners. We offer financial products and services for small business owners through corporate clients, with the goal to pave the path for them to do more business. And the Product and Card Experience (PACE) team is where these innovative small business experiences are designed and built.

As the Chief of Staff (Director), you are the “force multiplier” for PACE Leadership. Serving as a core member of the leadership team, you bridge the gap between high-level vision and ground-level execution, ensuring the organization moves with speed, clarity, and purpose.

You are the primary driver of PACE’s operational excellence and organizational health. In this role, you will design the workflows, cultural norms, and high-impact routines that empower our teams to deliver successfully. By streamlining executive messaging, dismantling silos across BC&P, and leading critical horizontal projects, you ensure our most vital resources are ruthlessly aligned with the strategic agenda.

Key Responsibilities

• Operational Excellence: Coordinate leadership team and partners with key routines, staying closely connected with broader organizational initiatives to ensure objectives are met on time and with excellence

  • Design and facilitate the operating rhythms and rituals for the organization and key collaboration teams to minimize duplication and rework while promoting effective collaboration and informed strategic decision-making

  • Act as “force multiplier” for the LT, filtering distractions and ensuring 80% of their energy is spent on the top 20% of value-driving activities

  • Identify collaboration gaps, either internally or externally with partners, and design workflows that eliminate friction and redundant efforts or meetings

• Organization & Culture Design: Consult leadership on organizational and cultural design to ensure our talent is positioned for exceptional results

  • Lead talent and performance management efforts to ensure the talent bar for excellence remains consistent, in partnership with our HRBP

  • Ensure budget and headcount are aligned with the strategic roadmap and priorities and organized to accelerate delivery

  • Foster a culture of transparency, accountability, and innovation by translating core team values to tangible cultural norms and behaviors

  • Audit engagement, inclusion, enablement, and people leadership through associate survey results and empathy interviews, building initiatives to address associate concerns directly

• Leadership & Change Messaging: Develop high impact narratives that translate the long-term vision into inspiring, high-impact narratives for senior management, our team, and partners

  • Streamline messaging and channels, ensuring critical messages are cascaded clearly and consistently at every level

  • Implement a rigorous system for documenting, cascading, and auditing executive decisions and priorities

• Partner Relationships: As the primary PACE diplomat across the enterprise, build and maintain deep relationships across Design, Tech, and other BC&P teams to dismantle silos and ensure collaborative decision-making

• Special Projects: As necessary, lead moderate to large horizontal priorities or special projects, until they are mature enough to transition to permanent leads

What We’re Looking For…

•  Ability to serve as a trusted advisor and "force multiplier" for the PACE leadership team by influencing the strategic agenda and removing distractions

• Proven ability to drive consensus across divergent stakeholders by leveraging problem-solving, relationship, and negotiation skills

• Systems-thinking approach to architecting operating routines and rituals that eliminate friction, reduce redundancy, and foster a culture of accountability and innovation

• Impeccable communication skills with the ability to translate long-term vision into high-impact narratives, streamlining messaging channels to ensure executive priorities are cascaded clearly at every level

• Demonstrated success in managing moderate-to-large horizontal projects, providing the