Manager, Card Operations

What is the role? The Card Operations Manager is responsible for the overall leadership and operational performance of Westerra's debit and credit card programs. This position provides leadership and oversight across Card Services, Card Disputes, card servicing operations, portfolio administration, vendor management, and the operational execution of card initiatives. This leader oversees the teams, processes, vendors, and operational controls that support the full card member lifecycle, including card issuance, servicing, fraud support, digital card capabilities, transaction processing, disputes coordination, fulfillment operations, portfolio management, and member engagement. This position provides leadership for Card Specialists and the Card Services Manager while serving as the operational owner of Westerra's card programs. The Card Operations Manager partners closely with Lending, Risk, Finance, Marketing, Digital Banking, Contact Center, Branch Operations, and external card partners to ensure card programs operate efficiently, remain compliant, deliver exceptional service, and support Westerra's growth and profitability objectives. The ideal candidate brings deep card and payment operations expertise, strong people leadership experience, and a demonstrated ability to improve processes, manage vendors, resolve operational challenges, and lead cross-functional initiatives in a fast-paced financial services environment. What will be expected of me? - Provide overall leadership and direction for the Card Operations function, establishing priorities and ensuring effective performance across card servicing, disputes, portfolio administration, processing, and operational support. - Lead and develop the Card Services Manager and Card Specialists, establishing performance expectations, priorities, accountabilities, and development plans across the Card Operations function. - Establish the operating model, priorities, roles, and accountabilities across Card Operations to ensure effective coordination among card servicing, disputes, processing, portfolio management, vendors, and supporting business functions. - Oversee card servicing operations, including lost, stolen, damaged, compromised, expired, and reissued cards, transaction declines, fraud-alert support, travel notices, card controls, and digital wallet support. - Own the operational performance and governance of key card partners, including Velera, Visa, rewards providers, and card fulfillment vendors, establishing expectations, monitoring service performance, and driving resolution of systemic or recurring issues. - Oversee settlement coordination, processing exceptions, and operational issue resolution to ensure accurate and timely card program performance. - Administer card rewards programs and coordinate with vendors to ensure effective program performance and member value. - Resolve escalated operational issues involving card processing, authorizations, settlement, network impacts, vendor performance, and member service disruptions. - Own the operational performance of Westerra's debit and credit card portfolios, including activation, usage, engagement, interchange income, profitability, portfolio health, and execution of growth initiatives. - Support the execution of card strategies and initiatives through operational planning, implementation, testing, readiness activities, and ongoing performance management. - Partner with Lending on card products, pricing, underwriting, credit policy, and portfolio management initiatives. - Partner with Marketing, Digital Banking, Finance, Risk, Fraud, Contact Center, and Branch Operations to support card program performance and member experience objectives. - Establish and maintain operational procedures, controls, service levels, reporting, and performance metrics to ensure effective and consistent execution. - Identify and implement process improvements that increase efficie cy, strengthen controls, and reduce member and employee friction. - Monitor operational risks, trends, losses, service issues, and vendor performance and take appropriate corrective action when needed. - Provide reporting, analysis, and recommendations to leadership regarding card operations performance, portfolio trends, vendor performance, and improvement opportunities. - Serve as the primary operational subject matter expert for debit and credit card programs. - Comply with all policies, procedures, and Federal and State laws and regulations. - Maintain a high level of confidentiality. - Other duties as assigned. Will I have Direct Reports? Yes What am I bringing? ## Experience/Education: - Minimum 6+ years of progressive experience in card operations, payments operations, card services, or related financial services functions. - Minimum 3 years of direct people leadership experience, including responsibility for hiring, coaching, performance management, and team development. - Minimum 2 years of leading leaders. - Experience supporting debit and/or credit card programs within a financial institution, credit union, bank, processor, or payment services organization. - Experience working with card processors, payment networks, and external vendors. - Experience managing operational workflows, service levels, escalations, and process improvement initiatives. - Experience leading cross-functional projects and operational implementations. ## Skills and Abilities: - Advanced knowledge of debit card, credit card, and payment processing operations. - Strong understanding of card lifecycle management, servicing processes, fraud support, fulfillment operations, and card networks. - Strong understanding of card portfolio administration, performance metrics, interchange income, and profitability drivers. - Ability to lead through influence across multiple departments and organizational levels. - Strong vendor management and relationship-building skills. - Demonstrated ability to identify operational risks and implement effective controls. - Proven analytical and problem-solving capabilities. - Ability to interpret operational, financial, and portfolio performance data and translate findings into actionable recommendations. - Excellent verbal and written communication abilities. - Proficiency with card servicing platforms, reporting tools, and Microsoft Office applications. ## ## What is the work environment like, and are there physical requirements for this role? - Hybrid: Typically, a dispersed, flexible team environment both on Westerra campus (at least 2x/week) and remote. Employees must reside in Colorado or be willing to relocate prior to starting employment. Residency is required for payroll and state tax purposes. - Office environment - Works primarily at a desk Salary: in addition to the starting annual range of $85,871 to $109,485**,** this role is also eligible for annual bonus potential tied to Westerra's financial performance. # What are some of our benefit offerings? - Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options - Two dental plans through Delta Dental - Basic life and AD&D insurance, short-term disability and long-term disability - 20+ days of paid time off (PTO) per year - 16 hours of volunteer time off (VTO) per year - 11+ paid holidays - 401(k) that includes up to 6% match - Up to 2% off the rate on a new Westerra mortgage, applicable to primary residence, second home, or investment property - 2% off Auto/RV/Motorcycle Loans - Up to $5250 per year for educational reimbursement - 4 weeks of paid parental leave - Mental health resources including an Employee Assistance Program (EAP) - Individualized learning and development programs