Manager, Project Management (Customer Service Platforms)
Core
Lead L2 Process oversight and delivery execution for core customer service platforms supporting marketing, credit line management, and balance transfer programs.
Role type
Manager, Project Management (Customer Service Platforms)
Builds
Automated, resilient control suites for marketing, credit, and balance transfer programs
Domain
Banking / Financial Services / Operational Risk
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Project Management, People Management, Process Management, Risk Mitigation, Stakeholder Engagement, Continuous Improvement, Operational Resilience, Audit & Testing
Preferred skills
Strategic Influencing, Critical Thinking, Problem Solving, Tech-Fluent Leadership, Regulatory Knowledge
Technologies
Data fluency tools, Automation frameworks
Responsibilities
Solve complex problems and consult on new initiatives to define implementation plans; Own, operate, and document end-to-end processes while identifying failure modes; Build collaborative relationships with stakeholders across Risk, Product, Tech, and Data; Drive process improvements and automation aligned with customer outcomes; Lead resolution of complaints and risk events using robust metrics; Ensure adequate testing outcomes are incorporated into operational resilience cycles.