Head of US Consumer Cards; USCC Customer Service, MD, C16

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 such as 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 a strong focus on service quality, operational efficiency, and controls.

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.

Strategic USCC locations will be considered for the right candidate.

• Serve as a strategic member of the USCC Operations leadership team, helping shape the long‑term servicing strategy.
• Lead end‑to‑end customer servicing operations for the USCC business across multiple servicing channels and units.
• Define and execute the customer service strategy aligned with business growth, customer experience, operational resilience, and regulatory expectations.
• Deliver consistent performance against customer experience, service levels, AHT, AR, quality, productivity, and operational risk metrics and objectives.
• Drive continuous improvement initiatives that simplify processes, reduce customer effort, and improve operational effectiveness.
• Partner with Workforce Management to establish precise workforce strategies, demand forecasting, capacity planning, and staffing optimization.
• Utilize operational analytics to improve forecast accuracy, productivity, scheduling effectiveness, and customer outcomes.
• Lead the adoption of AI‑enabled servicing capabilities, automation, and digital technologies across customer operations. Leverage technology for better people management, training and learning curve acceleration, and permeance management.
• Partner with Technology, Digital, and Product organizations to accelerate innovation while ensuring appropriate governance and risk management.
• Establish performance metrics to measure AI adoption, customer impact, operational efficiency, and return on investment.
• Own the financial performance of the customer servicing organization, including expense management, productivity, cost per call, IVR containment, and resource optimization.
• Drive the of‑shoring and vendor strategy.
• Partner with product and marketing to drive effective retention and sales opportunities.
• Develop multi‑year strategies to reduce operating costs while enhancing customer experience and colleague effectiveness.
• Deliver productivity improvements through process redesign, automation, workforce optimization, and organizational effectiveness through fungibility and other strategic initiatives.
• Foster an inclusive culture that promotes engagement, collaboration, talent development, and succession planning.
• Partner with Fraud Operations to…