Manager Card Operations

Socket.dev; Denver (CO); On-site; USD 120,000 - 160,000; Full time

Job summary

Westerra Credit Union in Denver seeks a Card Operations Manager to lead debit and credit card programs, overseeing Card Services, Disputes, processing, and vendor relationships.

You will manage Card Specialists and the Card Services Manager, partner with Lending, Risk, Finance, Marketing, and external card partners to ensure compliant, high‑quality member service. The role emphasizes driving performance and process improvements across the card portfolio.

Qualifications

• Leadership experience in card operations or payments
• Strong collaboration across functions (Lending, Risk, Finance, Marketing)
• Vendor management and process-improvement orientation

Responsibilities

• Provide overall leadership and direction for the Card Operations function, establishing priorities and ensuring effective performance across card servicing, disputes, portfolio administration, processing, and operational support.
• Lead and develop the Card Services Manager and Card Specialists, establishing performance expectations, priorities, accountabilities, and development plans across the Card Operations function.
• Establish the operating model, priorities, roles, and accountabilities across Card Operations to ensure effective coordination among card servicing, disputes, processing, portfolio management, vendors, and supporting business functions.
• Oversee card servicing operations, including lost, stolen, damaged, compromised, expired, and reissued cards, transaction declines, fraud-alert support, travel notices, card controls, and digital wallet support.
• Own the operational performance and governance of key card partners, including Velera, Visa, rewards providers, and card fulfillment vendors, establishing expectations, monitoring service performance, and driving resolution of systemic or recurring issues.
• Oversee settlement coordination, processing exceptions, and operational issue resolution to ensure accurate and timely card program performance.
• Administer card rewards programs and coordinate with vendors to ensure effective program performance and member value.
• Resolve escalated operational issues involving card processing, authorizations, settlement, network impacts, vendor performance, and member service disruptions.
• Own the operational performance of Westerra's debit and credit card portfolios, including activation, usage, engagement, interchange income, profitability, portfolio health, and execution of growth initiatives.
• Support the execution of card strategies and initiatives through operational planning, implementation, testing, readiness activities, and ongoing performance management.

Job description

Role: Manager Card Operations

Why Westerra?

At Westerra Credit Union, we believe You Can Do Money. It is more than just a phrase. It is a mindset that shapes how we empower each other and our members to take control, grow, and thrive financially. Our culture is built on beliefs that guide how we show up every day. We focus on being member-obsessed, radically transparent, relentlessly collaborative, and always learning in motion. These are not just words. They are the heart of everything we do. Inspired by our vision to Out-Love Every Bank in Colorado, we bring genuine care and dedication to every member interaction. Our mission to teach, guide, and ignite members to own their financial future drives us to create meaningful, personal connections.

This mission comes alive through our MX Code, which encourages us to anticipate needs, listen deeply with both heart and head, find the best total solution, mark the moment, and truly own the impact we make. This is how we translate our strategy into experiences that matter. When you join Westerra, you become part of a vibrant community where innovation, openness, and collaboration are not just ideals; they are daily practices. Everyone is invited to bring their authentic selves, curiosity, and passion to the table. Together, we learn, grow, and thrive, committed to making a real difference for our members and one another. Because at Westerra, we do not just talk about money, we believe you can do money.

What is the role?

The Card Operations Manager is responsible for the overall leadership and operational performance of Westerra's debit and credit card programs. This position provides leadership and oversight across Card Services, Card Disputes, card servicing operations, portfolio administration, vendor management, and the operational execution of card initiatives. This leader oversees the teams, processes, vendors, and operational controls that support the full card member lifecycle, including card issuance, servicing, fraud support, digital card capabilities, transaction processing, disputes coordination, fulfillment operations, portfolio management, and member engagement.

This position provides leadership for Card Specialists and the Card Services Manager while serving as the operational owner of Westerra's card programs. The Card Operations Manager partners closely with Lending, Risk, Finance, Marketing, Digital Banking, Contact Center, Branch Operations, and external card partners to ensure card programs operate efficiently, remain compliant, deliver exceptional service, and support Westerra's growth and profitability objectives.

The ideal candidate brings deep card and payment operations expertise, strong people leadership experience, and a demonstrated ability to improve processes, manage vendors, resolve operational challenges, and lead cross-functional initiatives in a fast-paced financial services environment.

What will be expected of me?

• Provide overall leadership and direction for the Card Operations function, establishing priorities and ensuring effective performance across card servicing, disputes, portfolio administration, processing, and operational support.
• Lead and develop the Card Services Manager and Card Specialists, establishing performance expectations, priorities, accountabilities, and development plans across the Card Operations function.
• Establish the operating model, priorities, roles, and accountabilities across Card Operations to ensure effective coordination among card servicing, disputes, processing, portfolio management, vendors, and supporting business functions.
• Oversee card servicing operations, including lost, stolen, damaged, compromised, expired, and reissued cards, transaction declines, fraud-alert support, travel notices, card controls, and digital wallet support.
• Own the operational performance and governance of key card partners, including Velera, Visa, rewards providers, and card fulfillment vendors, establishing expectations, monitoring service performance, and driving resolution of systemic or recurring issues.
• Oversee settlement coordination, processing exceptions, and operational issue resolution to ensure accurate and timely card program performance.
• Administer card rewards programs and coordinate with vendors to ensure effective program performance and member value.
• Resolve escalated operational issues involving card processing, authorizations, settlement, network impacts, vendor performance, and member service disruptions.
• Own the operational performance of Westerra's debit and credit card portfolios, including activation, usage, engagement, interchange income, profitability, portfolio health, and execution of growth initiatives.
• Support the execution of card strategies and initiatives through operational planning, implementation, testing, readiness activities, and ongoing performance management.