Director Operations Brand Support

Every career journey is personal. That's why we empower you with the tools and support to create your own success story.

Be challenged. Be heard. Be valued. Be you be here.

Job Summary

The Operations, Brand Support, Director will represent the operations side of the business directly with the brand. Responsibilities include interacting with all levels and building relationships. This role will handle all escalations, work closely with the executive team to develop and deliver a strategy to create a best-in-industry, operations partner experience, working hands-on in a fast-paced, performance-based culture owning the operations' success of the client relationship. The Operations, Brand Support , Direc tor will build direct relationships with key partners and participate in industry and community organizations to facilitate the recognition and reputation of the company. Serve as the liaison between Client Partnerships and many operational areas. Will be a liaison between workforce, operations, complaints and cardholder inquiries and monitoring the achievements of SLAs to ensure contractual obligations are holistically achieved.

Job Description

Essential Job Functions:

Relationship Management- Maintain a productive relationship with brand partner(s) to ensure strategies are collaborative. Must be able to balance needs of both client and Bread Financial when advising and creating solutions. Utilizes financials for Bread financial, understands the budget and P&L to create achievable outcomes. Partners with Output Services, Care, Account Protection, Complaints, Collections, Compliance, and other areas as needed to create and execute the service strategy. Makes decisions based on sound business reasoning. Influence to shared business outcomes and focus areas.

Servicing Strategy- Responsible for overall health of the relationship between brand and Operations. As an expert in the field, will use professional concepts in developing resolution to critical issues. Create formal networks with key decision makers and serves as external spokesperson for the organization. Accountable for providing hands-on expertise to define, improve, and oversee escalation strategy. Create and execute a servicing strategy that supports client, bringing together individual areas. Partner with Output Services, Care, Account Protection, Complaints, Collections, and other areas as needed to create and execute the service strategy to include metrics that are underperforming. Utilizes data to create plans. Dedicated to support Client Partnerships with operations-related items, removing responsibility from managers.

Business Relationships - Maintain awareness of market conditions and the impact on the business, adjusting strategies and tactics as needed to achieve results. Main point of contact for brand conversions in partnership with Enterprise Readiness. Champion a culture of excellence leading to sales performance and compliance. Heavily influence the strategy in partnership with General Manager in Client Partnerships, achieving client goals, growing profitability and customer base while ensuring adherence to bank compliance standards. Enhance communication with client and customers to ensure the necessary components are in place to balance customer experience and key performance indicators. Drive consistency with the Care / Client Partnership experience. Exercise wide latitude in determining objectives and approaches to critical assignments.

Data Analysis and Continuous Improvement - Utilize existing reporting tools to monitor key performance indicators, identify opportunities, and drive plans for solutions. Drive process improvement to create new reporting to help tell the brand's story. Identify opportunities for continuous improvement. Build a reporting and monitoring framework that can be shared with high level clients. Participate in systems analysis and embrace value-add technology to identify areas for cost reductions and improved customer experience.

Reports To:

Senior Vice President, Customer Care and Experience

Direct Reports:

None

Working Conditions/ Physical Requirements:

• Normal office environment. As a senior leader, must work at a Bread Financial office a minimum of 5 days per month.
• Ability to travel 5 days a month if not located near a Bread Financial office.

Minimum Qualifications:

• Bachelor's degree
• 15+ years of relevant experience, including from financial institutions and co-branded credit programs.
• Operational background and expertise.
• Required to work from a Bread Financial office at least 5 days each month, regardless of hybrid or work-from-home role.

Preferred Qualifications:

• Master's degree.

Knowledge, Skills and Abilities:

• Excellent communication skills, both oral and written.
• Ability to interact effectively with all levels of the organization and cross functional departments.
• Strong leadership skills and ability to motivate others to achieve results.
• Demonstrated ability to make decisions based on sound business reasoning.
• Project Management: Serves as internal point of escalation as needed.
• Contributes to enterprise-wide initiatives that impact the organization's growth, structure, strategy, operations, and processes.
• Demonstrate the ability to work independently, remain organized, and prioritize tasks in order to work on multiple tasks at the same time with accuracy and attention to detail.
• Utilize knowledge of Microsoft Office tools such as Word, Excel, PowerPoint, and Teams to execute daily work.
• Applies the art of persuasion, negotiates, facilitates, and presents information in an articulate, professional, and digestible manner.

Salary Range:

$125,100.00 - $340,900.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial's 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates receive 80 hours of Paid Sick and Safety Time per calendar year at the beginning of each year and is prorated in the associate's first year of employment.

Hired associates will be able to elect to purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial

At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We've been consistently recognized as a best place to work in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled-both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its 6,000+ global associates and is committed to sustainable business practices.

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at [email protected].

Job Family:

Care Center Operations

Job Type:

Regular