Money Network Operations Director

This is a fully remote position, open to applicants in Nebraska, +2 more states.

📋 Description

• Take charge of operational performance management for regulated customers' cardholder servicing, encompassing trend analysis, action planning, and follow-through to enhance service levels and client outcomes.

• Propel growth initiatives for the EBT platform.

• Oversee vendor management activities, which include performance reviews, issue resolution, and corrective measures, in collaboration with internal stakeholders.

• Manage incident and problem handling for operational events, featuring response coordination, communication updates, post-incident reviews, and remediation tracking.

• Lead the creation and upkeep of operational documentation, such as runbooks, procedures, and knowledge bases.

• Ensure that servicing teams receive adequate training and are prepared for changes.

• Develop and maintain relationships with EBT and prepaid Debit customers.

• Collaborate with product, technology, and risk/compliance stakeholders to assess operational impacts, escalate risks, and implement mitigation strategies.

• Oversee and monitor internal SLAs, ensuring compliance with service commitments, identifying performance gaps, and initiating corrective actions.

• Supervise settlement-related operational processes, guaranteeing accuracy, timeliness, reconciliation, and alignment with financial and regulatory controls.

⛳️ Requirements

• A Bachelor's degree or equivalent experience is required.

• 4 to 7 years of experience in operations leadership, client experience, contact center operations, or vendor management within a financial services or regulated setting.

• Experience in Pre-paid Debit, EBT, and customer service is essential.

• Proven ability to lead cross-functional execution, manage vendors, and resolve issues under tight deadlines.

• Strong analytical skills with a track record of translating data into actionable operational insights and client-ready solutions.

• Excellent communication and stakeholder management skills, including experience in supporting client governance cadences.

• Experience in operational consulting.

• Ability to comprehend complex business and technical concepts and make balanced decisions when facing trade-offs.

• Strong problem-solving abilities and capacity to build consensus.

• Exceptional communication and presentation skills to engage with clients at all levels, including both technical and operational personnel.

• Demonstrated thought leadership and the ability to influence others through collaborative efforts.

• Capacity to quickly establish credibility and rapport with a diverse range of stakeholders.

• Documentation verifying U.S. citizenship or lawful permanent resident status is required.

• Successful completion of an FBI fingerprint-based background investigation is necessary.

🏝️ Benefits

• Annual incentive opportunity, which may be awarded as a combination of cash bonuses and equity awards.

• Remote work arrangement available.