Job Description
US Consumer Cards (USCC) Operations is responsible for delivering customer-centric operational services across the credit card lifecycle. The organization supports and executes core processes including Customer Service, Credit, Collections & Recovery, and back-office functions including accountant maintenance, disputes, and fulfillment services. The organization is focused on driving efficiency and modernization through automation and leveraging AI to enhance customer experience and support business growth. USCC Operations Customer Service is a critical function within USCC Operations, leading customer contact centers and delivering exceptional service experiences across voice and chat channels. The organization supports over 8,000 FTE globally, executing at scale while maintaining strong focus on service quality, operational efficiency, and controls. Role Summary: The Head of USCC Customer Service is responsible for the vision and strategic leadership, operational performance, and transformation of customer service across the USCC business. This executive is accountable for delivering exceptional customer experiences while driving operational excellence, financial performance, workforce optimization, AI Technology and innovation across a large-scale servicing organization and multiple geographic sites. The Head of USCC Customer Service is a direct report to the Head of USCC Operations and serves as a strategic partner across Product, Workforce Management, Analytics, Technology, Finance, Risk & Controls, and Digital organizations to shape the future of customer servicing. The role is responsible for leveraging AI, automation, analytics, and operational insights to improve customer outcomes, enhance colleague productivity across employees and vendors, optimize capacity, and deliver sustainable cost efficiencies while ensuring a strong SLA compliance and control environment.
