Director Application Development (Oak Park)

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

The Director of Customer Servicing Platforms will oversee the vision, roadmap, budget, delivery, and operation of Discover's award-winning customer service application, tools, and platforms. This technology leader will work closely with partners across multiple business lines to deliver contact center agent servicing platforms and applications. They will be responsible for defining and delivering a contact center technology strategy that enables all DFS business lines to achieve aggressive growth goals while providing an excellent agent experience. In addition, this leader will be called upon to drive automation, improve delivery efficiency, and evolve the interaction models with multiple value streams.

As a servant leader, the Director of Customer Servicing Platforms will be responsible for coaching and mentoring senior engineering managers to deliver outstanding solutions. This individual will be responsible for tracking key delivery and performance metrics and leveraging them to drive continuous improvement within all aspects of delivery (people, process, and technology).

Responsibilities:

  • Accountable for delivering on the technology vision and roadmap for Discover's key agent servicing platforms for Direct Banking business.

  • Able to anticipate future technology trends and business needs and improve speed to market of key capabilities.

  • Responsible for driving and evolving automation throughout the entire delivery lifecycle.

  • Build strong relationships and manage key partnerships with value stream partners.

  • Ensure all availability targets are met or exceeded.

  • Grow product-oriented delivery model and consistent agile delivery approach.

  • Responsible for managing department budget/financials.

  • Establish and track key metrics to measure delivery performance and quality.

  • Ensure consistent technical solutions and agile methodology adoption throughout the department.

  • Frequently interface with Business Technology & business leadership to understand near and
    long term needs and identify opportunities to drive value and efficiency.

  • Provides leadership, coaching, and mentoring to direct reports to foster a culture of excellence and continuous learning.

  • Attract, develop, and retain talent to achieve a strong team; and develop own technical,
    coaching and leadership skills to stay in-line with industry trends.

  • Improve the efficiency and effectiveness of the contact center team.

  • Translate technology challenges and opportunities to key business stakeholders to ensure buy in and prioritization.

  • Excellent organizational skills and proven ability to execute on deliverables.

Qualifications:

  • Bachelor s degree in Information Technology or Social Sciences required.

  • 8+ years of relevant technology leadership, or related experience.

  • 10+ years of relevant technology leadership, or related experience in lieu of degree.

  • Strong communication skills, both written and verbal.

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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.

Associated topics: analyst, cfa, corporate banking, expense, finance, financial planning, pay, revenue, risk, treasure
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