The Offers & Shopping Governance and Business Operations team is responsible for leading efforts to shape operational excellence. We partner with teams across the firm, including other Card and Connected Commerce pillars, functional partners, and stakeholders from legal, risk, controls, and compliance to maintain an effective oversight and controls environment in accordance with the Firms standards.
As a Senior Product Delivery Associate in Offers & Shopping, you will help translate strategy into action by planning, coordinating, and delivering initiatives that improve customer experience, strengthen controls, and enhance operational performance. A core focus of the role includes leading the investigation, triage, and remediation of statement credit issues and related production incidents, while also contributing to portfolio-level execution, benefits tracking, and continuous improvement. You will partner across product, operations, and technology to ensure timely, accurate outcomes for cardholders and merchants and to implement durable, scalable solutions.
Job Responsibilities
- Lead end-to-end investigation, triage, and resolution of statement credit inquiries and production issues, ensuring timely, accurate customer outcomes.
- Leverage data to identify patterns and systemic issues leading to missing credits, collaborating with cross-functional teams to implement long-term fixes.
- Lead structured cross-functional triage for production issues to coordinate root-cause analysis and sustainable solutions.
- Support customer journey initiatives, prioritization, and resourcing, aligning work to customer impact, risk, and business value.
- Convert business strategies into actionable roadmaps, milestones, and OKRs, and drive cross-functional execution to plan.
- Execute and oversee remediations to apply missing credits and correct downstream impacts in line with SLAs.
Required Qualifications, Capabilities and Skills
- Bachelor’s degree in Analytics, Computer Science, Engineering, or equivalent experience.
- 3+ years of experience in platform engineering
- Strong proficiency with relational databases (e.g., SQL Server, PostgreSQL) and data analysis.
- Experience in one or more backend programming languages (e.g., Java, Python, Node.js).
Preferred Qualifications, Capabilities, and Skills
- Prior experience working in credit card, payments, or financial services environments, with a strong understanding of statement credits, transaction processing, and customer remediation.
- Strong written and verbal communication skills, with the ability to clearly document findings and collaborate across technical and non-technical teams.
- Ability to interpret complex data sets, identify trends, and draw actionable insights to resolve credit discrepancies and production issues.
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting