1+ months

Senior Principal Operations Strategy - P206991

Riverwoods, IL 60015
  • Job Code

At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We're all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.

Provides strategic leadership for the end to end Call Flow strategy, implementation process and brand promise oversight. Manages overall strategy for reporting, including partnering with Field Reporting strategy, output and utilization. Partners with Workforce Management, Field Leadership and Finance to ensure staffing readiness and effectively educate and communicate service level opportunities.


  • Optimize all aspects of CSE call routing, workflow while partnering with IVR team and Workforce Management.
  • Lead specific front-line work flow, call routing, agent efficiency activities.
  • Provide ad-hoc analysis, problem solving and project leadership to help deliver on key priorities and business objectives.
  • Supports cross functional initiatives to support exceptional customer experience.
  • Effectively educate and communicate Service Level opportunities and to serve as first line support for Finance in engagement and accountability.

Minimum Qualifications

At a minimum, here's what we need from you:

  • Bachelor's Degree in Business
  • 6+ years of experience in Operations, Business, Customer Service, Analysis or related
  • In lieu of a degree, 10+ years of experience in Operations, Business, Customer Service, Analysis or related

Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.



  • Banking / Finance
Posted: 2019-09-04 Expires: 2019-11-02

Welcome to Discover
We strive to be the leading direct bank and payments services company. Our mission is to help people spend smarter, manage debt better, and save more to achieve a brighter financial future.

Why Work with Us?
You can make an impact. Whether it’s developing corporate strategy, innovating new services or supporting IT needs, every employee has the opportunity to be a vital part of our business and make a real difference in people’s lives. It’s the heart of what we do.


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Senior Principal Operations Strategy - P206991

Riverwoods, IL 60015

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