We are looking for a driven and enthusiastic leader that can create a process to connect complaints between Card and CCB and drive solutions to improve the customer experience. The candidate will be responsible for coordinating and reporting Card complaint themes to regulators and leadership. You will connect complaints to existing IT and issue resolutions and drive new IT projects to address complaint themes. They will work across the CCB LOBs to gain consistency in reporting and resolution for complaints leveraging AI/ML to identify opportunities to improve processes. 

As Card Complaints Program Manager, you will have the ability to design the oversight, governance, and reporting to clearly convey key themes. The candidate will create critical regulatory reporting, preparing senior leaders for review meetings. In addition to regulatory reporting, management reporting at the CET level and individual business areas will provide an opportunity to share key themes and solutions to reduce complaints.

A high degree of partnership and collaboration is required for this role within and outside of Card. You must be able to influence change throughout CCB as a result of the themes identified; which includes creating and gaining prioritization for IT solutions to improve the customer experience.

This role will provide the opportunity to dissect feedback from our customers and improve the function of Card and CCB as a whole. The candidate must be able to operate within a highly matrixed organization, effectively influencing and communicating cross-functionally with all levels of management to enable business results. The Program Manager must be comfortable with ambiguity and be able to create structure where it may not exist. Finally, a demonstrated ability to share the good and bad information found in the research with senior leadership. 

Job Responsibilities:

• Serve as a thought-leader who drives a strategic, complex, and highly visible program across LOBs and functions 
• Self-starter that is able to create a new process from a strategic vision that requires engagement across several business areas and lines of business within CCB
• Lead the prioritization of IT work driven from complaint trends with the demonstrated ability to influence across various business areas
• Create and maintain an oversight and governance process that drives consistency in complaint reporting across Card and CCB
• Cross-Card collaboration to aggregate all complaint trends and corresponding actions
• Cross functional liaison outside of Card to drive AI/ML efforts, partnership with complaint operations, engaging Connected Commerce for complaint summaries
• Identify and prioritize initiatives across various business areas that will reduce the complaint volume to connect for leadership; link incidents and issues identified by complaints
• Manage all complaint reporting including regulatory reporting, control committee, monthly updates
• Work closely with Operations to remain plugged into the complaint process and elevated themes and drive improvement in complaint handling
• Ensure there is communication, alignment, and coordination across all stakeholders; communicate effectively with peers, cross-functional team members, and senior stakeholders
• Communicate to all levels of the organization through compelling, impactful storytelling 
• Create an environment where all voices can be heard and ideas are openly welcomed and debated; establish trust with peers, partners, and executive sponsors

Required qualifications, capabilities, and skills: 

• Minimum of 5 years of related experience (marketing or program management helpful preferred)
• Understanding of all credit card processes and execution, including marketing
• Demonstrated initiative and creativity to ensure successful and timely execution – strategic thinker with proven analytical abilities 
• Self-starter that has a proven ability to independently problem solve and gain agreement from all stakeholders for the best path forward
• Proficient in Microsoft products and extensive knowledge of Excel and PowerPoint a necessity, SharePoint experience preferred
• Familiarity with agile practices and collaboration tools (e.g. Confluence, Microsoft Teams)