Executive Director, Customer Service Site Leader — Credit Card & Retail Banking Operations

You will lead a high-impact customer service operation that supports critical moments for customers every day. In this role, you will shape how we deliver consistent, high-quality service while building a strong, inclusive culture for a large team. You will partner across operations, product, technology, data, and risk to simplify work, improve outcomes, and scale what works. If you are energized by disciplined leadership, continuous improvement, and developing leaders at scale, this role offers the opportunity to make a measurable difference.

As an Executive Director – Customer Service Site Leader in Customer Service Operations, you will lead the Orlando site and deliver strong outcomes for customers, colleagues, and the firm. You will run a disciplined operating model that improves service levels, quality, and productivity while strengthening the end-to-end customer experience. You will build strong partnerships across teams to execute priorities, solve problems quickly, and sustain performance. You will lead with an AI-first mindset to simplify, automate, and safely augment servicing workflows.

You will lead a team of approximately 800 employees supporting credit card and retail banking customer service. You will coach and develop managers, reinforce clear expectations, and build a culture of accountability and continuous learning. You will also ensure changes are implemented with appropriate controls, monitoring, and feedback loops.

Job responsibilities:

• Lead site performance against priorities by coordinating execution across operations, product, technology, data and analytics, workforce management, training, quality, risk, and controls
• Establish strong operating routines with shared goals, clear decision rights, action tracking, and measurable outcomes
• Deliver consistent results against service level, quality, and productivity targets while improving the customer experience across channels
• Use metrics and disciplined performance management to identify gaps early, prioritize high-impact levers, and sustain improvements
• Champion an AI-first approach by asking how work can be simplified, automated, or augmented safely to improve cycle times and colleague experience
• Identify and prioritize opportunities such as repeat contacts, call drivers, knowledge access, after-contact work, quality insights, training acceleration, and workflow routing
• Sponsor change adoption by translating capabilities into frontline workflows, enabling effective training and communications, and reinforcing standards through coaching
• Ensure strong governance for AI-enabled and operational changes, including risk review, appropriate controls, solution monitoring, and continuous feedback loops
• Develop leaders and managers at scale by setting expectations, coaching performance, and building an inclusive, engaging culture
• Attract and retain diverse talent while supporting employee satisfaction and retention goals
• Manage financial stewardship by forecasting expenses, reviewing results, and taking timely actions to deliver against budget and operational standards

 

Required qualifications, capabilities, and skills:

• Bachelor’s degree or equivalent work experience
• 10+ years of senior operations leadership experience managing large teams
• Demonstrated track record of delivering high-impact results with a strong focus on customer experience
• Proven ability to drive efficiency and continuous improvement in a fast-paced environment
• Strong leadership and people management skills, with experience developing leaders and managers at scale
• Excellent written and verbal communication skills, with the ability to create clarity and influence stakeholders at all levels
• Strong analytical and problem-solving skills, with comfort making data-driven decisions
• Working knowledge of risk, control, and operational management concepts, including interpreting policy and procedure impacts
• Experience leading in a matrix environment and delivering results through partnership and influence
• Strong program and project management discipline, including action planning and measurable outcomes
• Learning agility and the ability to adopt new and emerging technologies

 

Preferred qualifications, capabilities, and skills:

• Call center and customer service operations experience (credit card and/or retail banking preferred)
• Budgeting, capacity planning, and forecasting experience
• Strong judgment and timely decision-making in dynamic environments
• Demonstrated ability to remain calm under pressure and adapt to changing needs and deadlines
• Curiosity and willingness to challenge the status quo to improve outcomes
• Experience and working knowledge of the United States banking industry