Director, Card Operations

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Act as the operational leader for Sunbit's card platform, enhancing performance, scalability, and ongoing improvements throughout card operations.

• Take charge of the implementation, optimization, and governance of essential card processing functionalities, ensuring that operational processes align with business objectives and enhance customer experience.

• Foster continuous enhancement within the card ecosystem by streamlining processes, automating workflows, lowering costs, and establishing scalable operational controls and performance metrics.

• Serve as Sunbit's primary expert and executive liaison for Fiserv and associated card processing partners.

• Lead the assessment, design, implementation, and optimization of features within the Fiserv ecosystem, ensuring platform upgrades align with business objectives and operational requirements.

• Influence and navigate Fiserv's organization to expedite project delivery, address operational issues, and maximize the value of existing platform functionalities.

• Oversee operational workstreams for major card initiatives such as: New product launches, Co-brand and partner card programs, Portfolio conversions and migrations, Fraud and risk initiatives, Collections enhancements, Digital servicing capabilities, Data and reporting initiatives, and Debit card and network expansion opportunities.

• Manage strategic relationships with card processors, networks, fulfillment providers, and other operational partners, promoting performance, accountability, escalation management, and ongoing improvement.

• Establish and track vendor performance metrics, service-level agreements (SLAs), and operational key performance indicators (KPIs).

• Collaborate with Visa, Mastercard, and other network stakeholders on operational initiatives, compliance mandates, and program enhancements.

• Lead and nurture a high-performing Card Operations team responsible for daily card servicing and operational support.

• Manage the Card Operations budget and P&L, identifying opportunities to enhance efficiency while upholding high service standards.

• Create business cases for operational investments and strategic initiatives.

• Work closely with Risk, Compliance, Legal, and Audit teams to ensure operational processes adhere to regulatory, network, and internal control standards.

⛳️ Requirements

• Over 10 years of experience in card operations, card processing, payments, fintech, banking, or consumer lending sectors.

• Extensive expertise with Fiserv/First Data card processing platforms, especially Optis and related operational systems.

• Proven track record of leading large-scale card operations organizations, driving complex operational initiatives, and cultivating high-performing teams.

• Experience managing vendor relationships and enhancing performance across substantial external partners.

• Strong comprehension of card issuing operations, transaction processing, disputes, fraud operations, servicing, collections, and card lifecycle management.

• Ability to collaborate effectively across Product, Engineering, Risk, Compliance, Finance, and Customer Experience teams.

• Outstanding problem-solving, communication, and stakeholder management abilities.

🏝️ Benefits

• Mission-driven, empowered, and collaborative culture

• Competitive salary and stock options

• Unlimited paid time off (PTO)

• Comprehensive health benefits (Medical, Dental, Vision, Life, EAP, Parental Leave, HSA, & more)

• Newly introduced HSA and Pet Insurance

• 401(k) with company matching

• Cell Phone Stipend

• Team-oriented strategic planning and ownership of deliverables