This is a remote position.
Company Mission (Client):
Our mission is to reduce the cost of capital across the world.
About the Company:
Our work involves building the world’s first completely autonomous asset-securing process, world-class risk models for underwriting, and an incredibly smooth & efficient product experience for consumers to apply, activate, and manage their credit cards.
We’re looking for detail-oriented, driven, and intuitive operations specialists who want to work with intelligent, motivated, intense, and interesting people to support the company in its goal of offering cutting-edge products and excellent customer service to its clients.
Cultural Values:
1. Depth and rigor of thought - We try to be rigorous in our thinking & dive into the details.
2. Minimalist - We are spartan in our design, in our code, and even in our processes.
3. Speed of execution - We move fast & value decisiveness. We think speed drives quality.
Job Summary:
The Card Services Team Lead manages and drives projects within the card services operations. This role emphasizes project management, triaging escalated issues, and coordinating cross-functional efforts to improve operational efficiency and ensure seamless execution of credit card services. While customer support (L2) is a secondary focus, the primary responsibilities involve Level 2 project oversight and issue resolution.
The ideal candidate is highly organized, detail-oriented, and effective at managing projects in a fast-paced environment.
Responsibilities
Lead and oversee multiple projects related to credit card operations, ensuring on-time and within-scope delivery.
Develop and maintain project plans, including task assignments, timelines, and resource allocation.
Collaborate with internal teams to identify project goals, define deliverables, and monitor execution.
Track project progress, address roadblocks, and ensure alignment with business objectives.
Serve as the escalation point for complex Level 2 issues related to credit card services, providing resolutions in a timely manner.
Triage escalated issues, prioritize impact-based tasks, and delegate responsibilities to team members.
Identify root causes of recurring issues and recommend strategies to mitigate risks and enhance workflows.
To streamline operations, act as the central coordination point between customer support, fraud prevention, compliance, and IT teams.
Organize team activities to ensure efficient workflow and the achievement of service-level agreements (SLAs).
Mentor and guide team members to improve their problem-solving and project management capabilities.
Evaluate current processes within card services operations, identifying inefficiencies and opportunities for improvement.
Collaborate with stakeholders to implement enhancements, automation tools, and industry best practices.
Monitor performance metrics and use data-driven insights to optimize workflows and reduce errors.
Prepare detailed reports on project progress, issue resolutions, and key performance indicators (KPIs) for management review.
Maintain accurate documentation of processes, workflows, and lessons learned from projects and escalations.
Communicate updates on ongoing initiatives to stakeholders, ensuring alignment with organizational priorities.
Proven experience in US credit card services, card operations, or project management within the financial services industry.
Strong knowledge of credit card operations, including billing, fraud prevention, disputes, and compliance requirements.
Proficiency in project management tools (Asana) and reporting tools (e.g., Excel).
Excellent problem-solving and analytical skills, with a proactive approach to resolving escalated issues.
Strong organizational and time management skills to handle multiple projects effectively.
Outstanding communication and leadership skills to collaborate across departments and manage team performance.
Bachelor's Degree or comparable work experience in financial services
Flexibility to work US Pacific time 10 AM to 7 PM (with a 1-hour break time in between)
Key Competencies:
Project Leadership: Drives complex initiatives, ensuring successful delivery within scope and deadlines.
Analytical Thinking: Quickly identifies and resolves issues while evaluating long-term solutions.
Collaboration: Fosters communication across departments to align goals and improve efficiency.
Adaptability: Thrives in a dynamic environment, managing competing priorities effectively.
Process Optimization: Identifies inefficiencies and implements solutions to enhance workflows.
Qualifications
Location: HQ - Burlingame, CA (San Francisco Bay Area). Remote work - Rest of the US, Philippines