Director Credit Card Customer Service Jobs in Decatur, GA

Job Description

Senior product delivery leader responsible for leading credit processing product execution, aligning strategic roadmap priorities to delivery outcomes, and driving cross-functional coordination across product, technology, operations, client-facing, and enablement teams.

Job Description

• Lead credit processing product delivery teams across BASE2000, P1C, and related credit ecosystem capabilities, ensuring roadmap priorities are translated into clear execution plans, measurable outcomes, and coordinated delivery across product and technology teams.
• Serve as the primary product delivery leader for the Credit Processing North America value stream, partnering with technical product leadership, technology leads, enablement, support, and client-facing teams to advance operational excellence, platform simplification, cardholder experiences, and end-to-end issuer experience objectives.
• Provide direct leadership, coaching, and talent development for product delivery professionals and teams, with accountability for building organizational capability, strengthening delivery discipline, developing future leaders, and creating a high-performing, engaged team culture.
• Set clear expectations, provide performance guidance, support career growth, and ensure the team has the structure, tools, and leadership support needed to execute effectively in a complex product and technology environment.
• Own execution discipline for large-scale product initiatives, including PI planning readiness, epic alignment, capacity and dependency management, delivery risk identification, and cross-team communication.
• Drive the operating cadence required to balance regulatory, resiliency, KTLO, modernization, and innovation while ensuring product owners and delivery teams have the clarity, prioritization, and support needed to execute effectively.
• Engage directly with clients and client-facing teams to support strategic roadmap discussions, executive business reviews, renewal conversations, and product strategy sessions.
• Translate client feedback, market needs, compliance expectations, and platform priorities into actionable product delivery inputs, helping ensure roadmap decisions are informed by client and market needs, aligned with strategic objectives, and weighed against commercial value and feasibility.
• Partner closely with product management teams, engineering, operations, sales, relationship teams, and executive stakeholders to ensure credit processing initiatives align to business strategy, client commitments, compliance needs, and revenue / retention objectives.
• Provide leadership visibility into delivery progress, resource constraints, key risks, and decision points, while helping shape the near-term and longer-term roadmap for credit processing platforms and services.
• This role requires strong cross-functional leadership across product, technology, operations, client-facing, commercial, and executive stakeholder groups, including the ability to align teams with competing priorities, drive decisions across organizational boundaries, and build trusted partnerships "across the aisle."
• Lead through influence across multiple teams, functions, and service areas with significant impact on functional and business results.
• Problems are often complex, multi-dimensional, and enterprise-facing, requiring strong business judgment, product depth, delivery rigor, people leadership, and the ability to coordinate decisions across product, technology, and business leadership.

Required Skills:

• 15+ years of experience in product delivery, product management, program leadership, or technology execution within financial services, fintech, or credit card environments.
• Bachelor's degree in business, Technology, Finance, or a related field, or equivalent experience.
• Strong knowledge of credit card issuing, processing platforms, servicing functions, compliance requirements, and the issuer ecosystem.
• Experience delivering large-scale platform initiatives, modernization programs, regulatory priorities, resiliency efforts, and product roadmaps.
• Proven people leadership with success, developing talent, managing performance, and building high-performing teams.
• Ability to influence and align cross-functional stakeholders across product, technology, operations, sales, client-facing teams, and executives.
• Strong delivery management skills, including PI planning, dependency management, capacity planning, prioritization, risk mitigation, and executive reporting.
• Ability to translate client needs, market demands, regulatory requirements, and platform strategy into actionable delivery plans.
• Strong business judgment and executive presence, with experience supporting roadmap reviews, client strategy discussions, renewals, and business reviews.
• Experience balancing regulatory, KTLO, resiliency, modernization, simplification, and innovation priorities across limited resources.

Preferred Skills

• Pricing experience in capital markets/fintech solutions (e.g., transaction, product-based models).
• MBA or other advanced degree.
• Experience building platform operating models (intake, SLAs, etc.) and scaling execution with sales development

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EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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