Location: Wilmington, DE, United States

Join a fast-moving team that safeguards customer trust while elevating partner experiences. Help us spot risks early, fix issues quickly, and turn insights into better outcomes for our cardholders and partners.

Job Summary:
As a Senior Associate Partnership Operations in Card Services, you own cross-partner monitoring, issue management, and customer experience reporting across key co-brand relationships. You work with partners and internal teams to track complaint trends, drive root-cause resolution, and strengthen controls. You help design simple, repeatable processes that keep programs compliant and customers satisfied. Your work reduces risk while improving outcomes across high-visibility partnerships.

Job responsibilities:

• Own and enhance cross-partner control processes and reporting
• Serve as point of contact for partner-related complaints and customer experience issues
• Perform trend analysis; drive root-cause identification and remediation plans
• Streamline complaint handling to improve speed and quality of response
• Collaborate with Controls, Compliance, Legal, Risk, Servicing, and partner teams
• Recommend process and policy improvements based on insights and themes
• Track control effectiveness and customer satisfaction metrics; publish dashboards
• Support audits, regulatory reviews, and remediation activities
• Manage multiple partners and workstreams with clear prioritization
• Prepare and deliver concise updates to leadership and stakeholders
• Foster a culture of continuous improvement and operational excellence

Required qualifications, capabilities, and skills:

• 3+ years of professional experience in risk, operations, customer experience, or related fields
• Strong analytical and problemsolving skills; comfort with trend and rootcause analysis
• Excellent written and verbal communication; confident stakeholder management
• Proven ability to juggle multiple priorities and deadlines across teams
• High attention to detail with strong organization and followthrough
• Proficiency with Microsoft Word, Excel, and PowerPoint
• Resultsoriented selfstarter who takes ownership and drives outcomes

Preferred qualifications, capabilities, and skills:

• Experience in controls, customer experience, or project/program management
• Exposure to co-brand or strategic partner environments
• Familiarity with complaint management workflows and metrics
• Experience supporting audits, exams, or regulatory requests
• Process improvement mindset 
• Comfort presenting insights and recommendations to varying audiences
• Experience collaborating with external partners 

Own cross-partner controls and complaint trends to reduce risk and improve cardholder experiences across strategic partner programs.