Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

Job Description 

TITLE: Senior Principal Operations Strategy

DUTIES: Discover Products, Inc. seeks Senior Principal Operations Strategy in Riverwoods, IL to provide strategic leadership for the end to end Call Flow strategy, implementation process and brand promise oversight. Manage 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, and agent efficiency activities. Provide overall strategy for reporting, partnering with the field reporting strategy, output and utilization. Provide ad-hoc analysis, problem solving, and project leadership to help deliver on key priorities and business objectives. Partner with Workforce Management, Field Leadership and Finance to ensure staffing readiness is communicated to effectively educate and communicate service Level opportunities and to serve as first line support for Finance in engagement and accountability. Support cross functional initiatives to support exceptional customer experience. Promote a risk-aware culture to ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

REQUIREMENTS: Bachelor’s degree or foreign equivalent in Business Administration, Operations Management, Business Analytics, or a related field and six (6) years of progressively responsible experience in the job offered or related occupation: participating in Lean, Six Sigma, and continuous improvement activities; setting vision and identifying strategic levers to attain vision, including converting strategies into initiatives and leading those initiatives to obtain operations improvement results; performing stakeholder management and cross functional team communication/collaboration and management; setting clear KPIs and success measures; converting business problems into process problems, establishing and creating current state processes, setting key process improvement goals/success measures, identifying process gaps/root causes, and working with process SMEs to address process gaps; performing data mining from disparate data sources/reports; performing analytics utilizing Teradata, Microstrategy, SQL, Tableau, Microsoft Excel/Access, Minitab, R; validating solutions/hypothesis for effectiveness and enabling statistically sound decision making; participating in process improvements to address large quality issues by developing quality management systems (QMS); and participating in change management processes. In the alternative, the employer will accept a Master’s degree or foreign equivalent in the above-listed fields and four (4) years of experience with the above listed skills.

QUALIFIED APPLICANTS: Please apply directly through our website by clicking on “Apply Now.” No calls. Equal Opportunity Employer/disability/vet.

What are you waiting for? Apply today!

The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.