Operations Strategy Lead

7 days ago


Riverwoods, Illinois, United States Discover Full time

Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Discover. As a key member of our operations team, you will be responsible for overseeing the development and implementation of strategies to enhance the customer and agent experience.

Key Responsibilities

  • Lead the delivery of strategic projects and initiatives to support business objectives, focusing on operational efficiency, customer satisfaction, and compliance.
  • Develop and manage agent-facing materials, system tools, policies, and procedures to ensure seamless execution and risk management.
  • Monitor and analyze performance metrics to identify areas for improvement and drive data-driven insights to inform business decisions.
  • Collaborate with business partners to align strategies and initiatives, ensuring a cohesive approach to customer and agent experience.

Requirements

  • Bachelor's degree in Marketing, Business Administration, or a related field.
  • 6+ years of experience in Customer Service, Financial Services, Operations Strategy, or a related field.
  • In lieu of degree, 8+ years of experience in Customer Service, Financial Services, Operations Strategy, or a related field.

What We Offer

  • A competitive total compensation package, including base pay and incentives.
  • A range of benefits, including paid parental leave, paid time off, 401(k) plan, medical, dental, vision, and health savings account.
  • Opportunities for professional growth and development, including education assistance and employee stock purchase plan.

About Discover

Discover is a leading financial services company committed to delivering exceptional customer experiences. We value diversity, equity, and inclusion, and strive to create a workplace culture that reflects these values.



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