Location: Wilmington, DE, United States

The Lifestyles Governance and Business Operations team is responsible for leading efforts to shape operational excellence. We partner with teams across the firm, including Card and Connected Commerce pillars, functional partners, and stakeholders from legal, risk, controls, and compliance to maintain an effective oversight and controls environment in accordance with the Firms standards. 

As a Senior Product Delivery Associate within the Lifestyle team, you will be a play a pivotal role in partnering with Operations, Product, Technology, and Control teams to provide consistent communications, drive analysis and reporting.  You will deliver seamless resolution of customer issues, prioritizing excellent service and swift problem-solving. The role involves analyzing, managing, and mitigating escalated concerns, often requiring coordination with various departments to ensure timely and effective solutions. Additionally, providing valuable feedback and recommendations to improve overall operational processes. 

 

Job responsibilities

• Collaborate with Product & Technology to develop and implement solutions that enhance operational efficiency and solve complex business problems
• Work with vendors and external partners to resolve issues related to loyalty points, redemptions, and program exceptions
• Monitor and ensure compliance with service level agreements to maintain customer satisfaction and company standards
• Participate in initiatives to proactively identify, and mitigate risks, and maintain operational integrity
• Design, develop, and implement AI-driven solutions and automation tools to streamline workflows
• Develop trusted relationships with cross-functional stakeholders and support collaboration
• Coordinate and facilitate meetings, ensuring clear ownership of action items and providing project progress updates
• Manage operational readiness activities for the successful implementation of new products/features
• Manage communication of status updates to stakeholders and Senior Management
• Track, analyze, and report on recurring issues and trends to identify issues and improvement recommendations

 

Required qualifications, capabilities, and skills

• 3+ years of experience in Product Delivery and/or experience in developing and optimizing processes to enhance issue resolution efficiency
• Strong problem-solving and decision-making abilities
• Exceptional communication and conflict-resolution skills
• Ability to analyze data in different ways and highlight the key messages recommended actions and trends
• Manage competing demands under pressure and manage expectations across both Controls and Operations teams
• Work under tight deadlines, and quickly adjust to changing priorities
• Ability to convey complex information clearly and effectively

 

Preferred qualifications, capabilities and skills

• Awareness of Agile principles and JIRA/Confluence experience
• Proficiency with project management tools and techniques
• Systematic, organized approach to work

Support the next generation of Lifestyle to drive customers engagement with personalized offers and experiences.