Debit Card Operations Lead — Fraud & Customer Experience

Vanguard Group; Charlotte (NC); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Vanguard is seeking a Debit Card Operations Manager in Charlotte, NC to own end-to-end debit card processes, oversee disputes, fraud coordination, and vendor interactions while ensuring SLAs and a secure, high-quality customer experience.

You will lead a team of analysts, partner with Fraud, Risk, Compliance, and Technology, and drive continuous improvement and automation to reduce losses and enhance operational readiness for new products in a hybrid Vanguard environment.

Qualifications

• 5+ years in debit/credit card operations, payments operations, or bank/fintech servicing operations.
• 2+ years managing operational workflows, SLAs, and cross-functional stakeholders.
• Experience with disputes/chargebacks, card transaction flows, and card lifecycle operations.
• Experience with vendors/processors and incident management (RCA, corrective action plans).
• Strong analytical skills (Excel/SQL/BI); translate data into operational actions.
• FINRA Series 7, 24, and 63 required, or the ability to obtain within department guidelines.

Responsibilities

• Own end-to-end debit card operational processes including card lifecycle, transaction processing, and customer servicing oversight.
• Establish and manage SLAs, dashboards, and routines for timely execution and quality.
• Lead reviews to monitor volumes, backlog, errors, and customer impact; implement corrective actions.
• Oversee dispute operations aligned to network rules and regulatory requirements; manage third parties.
• Coordinate with Fraud, Risk, and Compliance to reduce losses and ensure security.
• Drive vendor performance, incident management, and change management with processors and networks.
• Support audit readiness and remediation plans to close gaps on deadlines.

Skills

Debit card ops

Card transactions

SQL/BI

Leadership

Analytical thinking

Tools

Excel

Tableau

SQL

Job description

Vanguard is seeking a Debit Card Operations Manager in Charlotte, NC to own end-to-end debit card processes, oversee disputes, fraud coordination, and vendor interactions while ensuring SLAs and a secure, high-quality customer experience.

You will lead a team of analysts, partner with Fraud, Risk, Compliance, and Technology, and drive continuous improvement and automation to reduce losses and enhance operational readiness for new products in a hybrid Vanguard environment.