Principal Production Support Specialist

Discover Financial Services, Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Join a leading financial services company as a strategic partner in managing relationships between Client Services and Infrastructure Services. You will assess operational gaps, lead platform design, and ensure effective communication across teams. This role requires strong leadership and analytical skills, with a focus on improving customer interactions and operational efficiency. Ideal candidates will have a Bachelor's degree and substantial experience in relevant fields, along with skills in SQL and Agile methodologies.

Qualifications

• 6+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance.
• 8+ years of experience in lieu of education.

Responsibilities

• Drive and manage strategic relationships between Client Services and Infrastructure Services.
• Identify operational gaps within Infrastructure platforms and Operations processes.
• Prepare communications regarding initiatives and achievements.

Skills

SQL

Agile

Communication

Education

Bachelor's degree in Business Administration

Bachelor's degree in Management

Bachelor's degree in Finance

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Tools

Splunk

Job description

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description:

What You'll Do

• Responsible for driving and managing the strategic relationship between Client Services and Infrastructure Services.
• Works with client servicing teams, leadership, and executive leadership in Global Operations to assess operational gaps and provide strategic solutions.
• Leads infrastructure platform design by delivering business requirements to development teams and ensuring platform performance.
• Manages and escalates risk and customer-impacting issues to management.

How You'll Do It

• Identifies operational gaps within Infrastructure platforms, Operations processes, and Customer interactions.
• Supports Infrastructure platform design and acts as a Subject Matter Expert for client-facing teams.
• Prepares communications regarding initiatives, breakdowns, and achievements.
• Conducts analytics to determine business impact and solutions for customer-impacting incidents.
• Establishes collaboration frameworks between Infrastructure Services and Client Support teams.
• Champions communication between Client-Facing and Infrastructure teams to ensure understanding of platform impacts.
• Ensures Infrastructure needs are identified and prioritized.
• Implements rotational models within Infrastructure Services teams.

Qualifications You'll Need

Minimum Requirements

• Bachelor's degree in Business Administration, Management, Finance, International Business, Information Technology, Communications, Marketing, or related fields.
• 6+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, or related areas.

In Lieu of Education Experience

• 8+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, or related areas.

Preferred Requirements

• 8+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, or related fields.
• SQL proficiency.
• Professional Splunk knowledge manager certification.
• Understanding of Agile and SAFe principles and Product Owner responsibilities.

Physical and Cognitive Requirements

• Primarily stationary work within an office setting.
• Ability to operate office equipment.
• Effective verbal and written communication skills.
• Travel up to 10% of the time.

Note: Discover will not sponsor or transfer employment work visas for this position. Applicants must be authorized to work in the US.

Application Deadline: May 20, 2025. Apply promptly as the posting may close earlier.