Team Lead, Customer Operations (Hybrid)

Ally Financial; Jacksonville (FL); Hybrid; USD 55,000 - 95,000; Full time

Benefits offered by this job

401K with matching

Tuition reimbursement

Employee stock purchase plan

Paid time off & holidays

Health, dental, vision

Job summary

Ally Financial seeks a proactive Team Lead to coach and guide a Business Operations team, driving customer excellence and process efficiency. You’ll lead daily communications with employees, suppliers, and leadership while identifying and addressing performance gaps.

You will mentor agents, develop action plans, and manage vendor relationships, ensuring compliant, high-quality service delivery across complex processes.

Qualifications

• 4+ years in customer service, Loss Mitigation or financial services industry is preferred.
• Project management skills and strong leadership capabilities.
• Excellent communication skills (oral and written).
• Ability to partner across business units to achieve results.

Responsibilities

• Lead and coach teams to deliver exceptional customer service and optimize processes.
• Provide daily direction to employees, suppliers, and leadership to ensure efficient operations.
• Monitor performance, identify variances, and implement improvement plans.
• Conduct monthly performance reviews and coaching for agents.
• Open and monitor Jira tickets for issues and enhancements.

Skills

Leadership

Customer service

Communication

Project management

Analytical thinking

Negotiation

Change management

Process improvement

Time management

Conflict resolution

Attention to detail

Ally systems

Industry knowledge

Education

High school Diploma or GED

Tools

Ally tools

Salesforce

Job description

Ally Financial seeks a proactive Team Lead to coach and guide a Business Operations team, driving customer excellence and process efficiency. You’ll lead daily communications with employees, suppliers, and leadership while identifying and addressing performance gaps.

You will mentor agents, develop action plans, and manage vendor relationships, ensuring compliant, high-quality service delivery across complex processes.