Card Servicing Ops Lead — Hybrid CX & Strategy

Ladders

Richmond (VA)

Hybrid

USD 209,000 - 238,000

Full time

8 hours ago

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Benefits offered by this job

Health benefits

Financial wellness

Inclusive culture

Incentive pay

Professional development

Job summary

Ladders in Richmond, VA seeks a Sr. Director, Card Servicing Operations (Hybrid) to lead a high-volume card servicing function with focus on customer experience, efficiency, and risk management.

The role translates strategic priorities into measurable plans and partners with senior leaders to improve servicing outcomes for customers and agents. The position requires strong leadership, strategic thinking, and a proven track record in transforming operations within a regulated financial services

Qualifications

Bachelor's Degree or military experience.
8+ years in high-volume operations or customer servicing.
8+ years managing multi-tiered operational teams.
5+ years in process management or operational transformation.
5+ years overseeing regulatory compliance or risk management.

Responsibilities

Drive customer experience and operational efficiency across servicing operations.
Spearhead enterprise initiatives to enhance agent and customer experiences.
Translate strategic intent into actionable plans for operational outcomes.
Foster a collaborative and inclusive team culture.
Establish infrastructure to manage operational and regulatory risks.

Skills

Customer experience

Operational excellence

Strategic planning

People leadership

Process improvement

Education

Bachelor's degree

Job description

Ladders in Richmond, VA seeks a Sr. Director, Card Servicing Operations (Hybrid) to lead a high-volume card servicing function with focus on customer experience, efficiency, and risk management.

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