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:

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Responsible for leading and coordinating a matrixed offshore team, ensuring the delivery of exceptional support services that align with Global and Domestic client contracts and Enterprise business goals. Serves as primary point of contact for key accounts, driving operational excellence through strategic process improvements and effective resource management. Works with client servicing teams, leadership, and executive leadership teams in Global Operations to assess any operational gaps and provides strategic solutions while keeping up with industry best practices and giving client focus top priority. Leads infrastructure platform design by delivering business requirements to development teams and ensuring platforms perform to their expectations. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

Responsibilities

• Prepares clear and concise communications to internal and external business partners and senior management regarding initiatives, breakdowns, and achievements.

• Identifies and coordinates operational gaps/possibilities within the Infrastructure platforms, Operations processes, and customer interactions.

• Supports deep-level infrastructure platform (design, system-level requirements/interfaces, etc.)

• Acts as a Subject Matter Expert (SME) for client-facing teams (Operations Client Support, Global Business Development, Solutions, Products, etc.)

• Liaises and champions between client-facing and Infrastructure teams to ensure that impacts of new and/or enhancements to infrastructure platforms are clearly understood, incorporating items such as Voice of the Customer (VOC), Payments industry alignment/ alignment/awareness, and/or go-to market implications.

• Conducts analytics to find the business impact and solution for strategic customer- impacting incidents/requests.

• Collaborate with a matrixed offshore team, driving effective communication and workflow between onshore and offshore resources to meet client expectations and resolve issues promptly.

• Develop and implement strategic support processes and best practices, optimizing resource utilization and enhancing operational efficiency to maintain high levels of client satisfaction.

• Act as the primary point of contact for key global accounts, addressing escalations, providing insights, and ensuring that all client concerns are addressed in a timely and effective manner.

• Monitor and report on service performance, conducting regular reviews with clients and internal stakeholders to assess support quality, identify improvement opportunities, and drive continuous enhancement initiatives.

Minimum Qualifications

At a minimum, here’s what we need from you:

• Bachelor's Degree in Business, Finance, International Affairs, Tech, Communications, Marketing, or related field

• 4+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field

• In lieu of a degree, 6+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field

Preferred Qualifications

If we had our say, we’d also look for:

• 6+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field

• SAFe (Scale Agile Framework)—understands Agile and SAFe principles and Product Owner responsibilities

• 2+ years’ experience in contract management/contract interpretation

• Proficiency in ITIL (Information Technology Infrastructure Library) framework, or similar frameworks, with a strong understanding of incident, problem and change management.

What are you waiting for? Apply today!

And by the way, while you’re waiting to hear from us, don’t forget to check out the great benefits Discover offers.

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) ). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristic protected by federal, state, or local law in consideration for a career at Discover.

Application Deadline:

The application window for this position is anticipated to close on Sep-02-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $88,500.00 to $149,300.00. 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 & Pay Transparency Nondiscrimination Provision) (https://www.dol.gov/agencies/ofccp/posters)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.