Principal Product Owner - Credit Card Billing Disputes: Customer Experience Strategy at Discover Financial Services

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:

What You’ll Do

The U.S. Credit Card Disputes Product Owner is responsible for building and executing product roadmaps that support Discover’s disputes resolution strategy. The Product Owner will oversee the modernization of a high-scale, high-visibility experience that interfaces with Technology, Operations, and Service teams. This customer journey serves as a “moment of truth” for our Cardmembers and we are looking for a Principal Product Owner who is: Excited to take charge of the strategic development of our Platform to Agent processes, evaluate cutting-edge tools to meet evolving product needs, and harness data to build compelling roadmaps for the future of the Billing Dispute Agent experience.

The Product Owner is responsible for partnering with stakeholders to define the product vision at the team level while prioritizing "what" the team is working on to deliver value to the customer. Assesses the performance of and shapes the structure and direction of new/existing product lines and develops or assists in developing and executing strategic product plans. Assists the team in achieving specific goals for each product, including evaluating product performance, and identifying innovations to deliver business value and address customer needs to improve the product's performance. 

Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management. 

How You’ll Do It

• Builds product backlog, prioritizes its items to achieve Objectives and Key Results (OKRs) and continuously keeps it up to date. Holds meetings with the product team to continuously update product backlog. Ensures product features and processes align with applicable Discover compliance and risk management standards. Ensures product adheres to the highest quality standards, including releasing security patches not linked to customers.

• Participates in the development of Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) for the product team and ensure alignment with senior leadership (e.g., SPO, Dir, etc.). Creates and/or maintains key product documentation (e.g., customer journey map, technical specs, process mapping, etc.). Identifies and defines key non-functional requirements (e.g., security, availability, performance, etc.) to achieve necessary product metrics. Define and execute strategic product roadmaps to build new products, enhance existing products, or improve performance.

• Interacts and collaborates with stakeholders on key product considerations and aligns with product vision, features and roadmap. Leverages customer insights, feedback, financials, compliance, and risk data to define product features and roadmap in partnership with other SMEs.

• Contributes to defining the Minimum Viable Product (MVP) and responsible for delivering MVP/ features/user stories for delivery product roadmap; in-line with the Objectives and Key Results (OKRs) of the greater product vision outlined by SPO and/or Business Director is the final decision maker for product scope.

• Defines functional and non-functional product requirements; ensure completeness; integral and consistent; source of requirements for product team. Creates and validates user story acceptance criteria. Defines and ensures appropriate testing frameworks for product features (e.g., market testing, functional performance, etc.) Works with Data stewards in their respective LOBs to ensure required Data quality controls are identified and implemented. Inspect and evaluate product progress through each iteration.

• Partners with business technology to create technical features that are required to continuously optimize system components and underline infrastructure maintenance.  

• Identify sources, monitor, analyze (Business Analysis), test, and interpret key product performance metrics including financials, network volumes, other key statistics, and internal/external customer feedback trends, industry trends, research findings, and competitive innovations then develop and communicate findings, and make strategic and tactical recommendations for performance improvements throughout the product lifecycle. 

• Collaborate with cross functional teams to develop and execute go-to-market strategies. 

• Builds a culture of accountability and ownership by empowering the product team to make decisions as close to the work as possible. Serve as business lead on cross-functional teams and assist in managing dependencies with other team's functions while identifying, building, and managing strategic partnership across different product teams. This includes collaborating to develop or support efforts of go-to-market strategies. 

Qualifications You’ll Need
The Basics

• Bachelor's degree in Information Technology, Engineering, Business Administration and Management, Finance, Mathematics, Economics, Statistics, or related.

• 6+ years' Product Management or Engineering experience in Financial Services or Tech Industry. Or Related

• In lieu of Education 8+ years' Product Management or Engineering experience in Financial Services or Tech Industry. Or Related

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

Does this job require remaining in a stationary position, including but not limited to, primarily sitting and standing? Primarily remain in a stationary position.

Does this job require the ability to move about inside or outside the work environment to complete the major responsibilities of the job? No required movement about the work environment to complete the major responsibilities of the job.

Does this job require the ability to transport physical objects? If so, provide the weight of the heaviest object the job needs to transport without the aid of machinery or equipment or the weight equivalency with the aid of machinery or equipment. No

Primarily, where is this job performed? Primarily performed indoors in an office setting.

Does this job require the ability to operate equipment or machinery? Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.

Does this job require the ability to communicate verbally or in written form? Ability to communicate verbally.; Ability to communicate in written form.

Does the job require travel? No

Bonus Points If You Have

• Agile Product Owner / Project Management (PMP) certification 

• Experience working in an Agile environment and lean methodology 

• 5-6 years of Credit Operations industry experience in Business Analyst, Product Owner, and/or Product Manager roles

• Experience managing high-scale service experience including but not limited to transaction disputes and fraud case management

• Experience directly managing products across Payments eco-system including bank, card issuing or payments network roles

• Demonstrated experience in business case development / POC building

• Demonstrated experience managing Business Process Management applications

• Experience in data and/or process mapping

• Experience using Jira, ServiceNow, RIK, BlueWorks Live

• Demonstrated technical expertise and insight into technical architecture landscape

• Experience leading risk, issue, and change management processes

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.

Application Deadline:

The application window for this position is anticipated to close on Oct-23-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $110,500.00 to $154,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.