Sr. Director, Card Servicing Operations (Hybrid)

Ladders; Richmond (VA); Hybrid; USD 209,000 - 238,000; Full time

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

For our client, we are seeking a Sr. Director, Card Servicing Operations (Hybrid) to join the team of a leader in the Finance & Insurance space.

This leader will oversee card servicing operations with a strong focus on customer experience, operational efficiency, and disciplined execution across a complex service environment. The role will translate strategic priorities into measurable operational plans while partnering with senior leaders to improve servicing outcomes for both customers and agents. It will also help build the infrastructure needed to manage operational, regulatory, and risk‑related exposure in a highly regulated financial services setting.

Location: Richmond, VA

Compensation: $208,800 – $238,300 annually

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

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

Benefits

• Comprehensive health benefits


• Financial wellness programs


• Inclusive workplace culture initiatives


• Performance-based incentive compensation


• Opportunities for professional development and career advancement

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.