Manager - Deposits Product Management - Disputes

Ally; Charlotte (NC); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

20 paid time off days

401K retirement plan

Health insurance options

Tuition reimbursement

Employee stock purchase plan

Job summary

A leading digital financial services firm in Charlotte, NC is seeking a candidate to enhance the disputes customer experience. Qualified individuals will have at least 5 years of experience in deposits or debit operations, alongside strong analytical skills to drive continuous improvement. The role offers a hybrid schedule and values customer-centricity, strategic thinking, and excellent communication abilities. Benefits include competitive pay, paid time off, and a 401K retirement plan.

Qualifications

• 5+ years of experience in deposits or debit operations with focus on product or project management.
• Proven ability to work with banking operations and IT teams.
• Ability to develop innovative solutions to improve customer experience.

Responsibilities

• Develop and manage disputes customer experience processes.
• Lead cross-functional teams on key updates.
• Analyze business performance and assess trends for improvement.

Skills

Deposits or debit experience

Experience with disputes management

Customer-centric focus

Excellent presentation skills

Strategic thinking

Education

Bachelor’s degree preferred

Tools

MS Office (Word, Excel, PowerPoint)

Job description

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people— with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work‑life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

Work Schedule

Ally designates roles as (1) fully on‑site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

This role will be responsible for building and managing a best‑in‑class disputes customer experience to deliver on strategic business goals. Specific focus on maturing newly defined processes, successfully managing change in a dynamic work environment, and constantly analyzing how to make the customer experience better. Improvements to be measured across multiple dimensions (cost, efficiency, customer experience, and risk exposure). A premium is placed on relationship building, developing followership and collaboratively create solutions. A successful candidate will understand the disputes process across different payment types, have strong financial acumen, and the ability to synthesize information and data to form opinions that will help shape the business. Should have a deep understanding of deposit product specifics, deposit operations, general analytics, and customer experience. Also necessary is a strong understanding and working knowledge of key risk management practices, risk framework, legal and compliance appropriate for transactional deposit products.

In office role with hybrid schedule. Ally work locations Charlotte NC or Fort Washington PA

At this time, Ally will not sponsor a new applicant for employment authorization for this position.

The Work Itself

• Responsible for developing innovative solutions using data, observations, and concepts to improve customer experience and deliver value.
• Ability to lead cross functional teams to deliver on key disputes experience updates, including both digital and process driven updates.
• Responsible for improving the end‑to‑end experience for the disputes process.
• Identify and align necessary resources to define, scope, prioritize and execute work.
• Responsible for reviewing monthly business performance, assessing trends, opportunities, and developing forward looking outlook.

Skills

The Skills You Bring

• 5+ years of deposits or debit experience with direct exposure to product management, project management or debit card operations
• Specific experience with disputes management is a plus
• Strong partnership focus; prior success with indirect leadership of all levels— up, down, and peer partners. Proven ability to work well with banking operations and information technology teams
• Customer‑centric focus putting a priority on creating an exceptional customer experience
• Strategic thinking; able to link disparate concepts/ideas to develop a coherent approach solving for business performance and unlocking value
• Ability to work at a very detailed level, as well as synthesize and present key action items / insights
• Excellent presentation and written communication skills, proficient in MS office tools including Word, Excel, and PowerPoint
• Bachelor’s degree preferred

How We’ll Have Your Back

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part‑time status and management level).
• Planning for the Future: plan for the near and long term with an industry‑leading 401K retirement savings plan with matching and company contributions, student loan pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well‑being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short‑and‑long‑term disability, pre‑tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, and a total well‑being program that helps you and your family stay on track physically, socially, emotionally, and financially.
• Building a Family: adoption, surrogacy and fertility assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back‑up child and adult/elder care days and childcare discounts.
• Work‑Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

Who We Are

Ally Financial is a customer‑centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial‑services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at [e-mail]. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.

Base Pay Range: $90,000 - $150,000 USD

An individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.

Incentive Compensation: This position is eligible to participate in our annual incentive plan.