Director of Retail Operations at CROSSMARK responsible for retail process and team development. Ensuring operational performance and training for Retail Operations Managers in the company.
About the role
- Director of Card Operations leading operational strategy for global debit and credit card programs at Optimus. Ensuring transaction availability, operational excellence, and partner relationships with banks and processors.
Responsibilities
- Support and oversee the operational excellence of Optimus’ card programs, maintaining near-100% transaction uptime and robust performance standards.
- Develop real-time monitoring frameworks, lead incident response protocols, and drive post-incident reviews to prevent recurrence.
- Design and implement data-driven dashboards and performance reports for both internal and external stakeholders.
- Lead the operational implementation of new card programs globally, coordinating across Product, Engineering, Compliance, and Customer Support teams.
- Ensure all card programs meet regulatory obligations and deliver a frictionless customer experience from day one.
- Act as the primary operational contact for issuing banks, processors, card networks, and related third parties.
- Negotiate and manage commercial agreements, SLAs, and KPIs to optimize program performance.
- Develop scalable processes for card issuance, transaction processing, dispute handling, fraud mitigation, and compliance monitoring.
- Continuously identify and implement operational improvements to enhance efficiency and minimize risk.
- Act as the go-to subject matter expert on card operations, providing strategic and technical guidance to Product, Compliance, Support, and Executive teams.
- Stay ahead of emerging trends, regulatory updates, and network mandates within the global card ecosystem, ensuring Optimus remains competitive and compliant.
Requirements
- Significant experience leading card operations or card issuing functions within a fintech, issuer processor, card network, or digital bank.
- Deep, practical understanding of card transaction flows, network rules, authorization/settlement processes, and dispute management.
- Demonstrated success in launching and scaling card programs across multiple jurisdictions.
- Proven ability to build and manage strong partnerships with issuing banks, processors, and card networks.
- Track record of delivering high service availability and operational resilience in complex, fast-moving environments.
- Strong analytical mindset with a proactive approach to risk management and incident resolution.
- Skilled in commercial negotiation and vendor relationship management.
- Confident using real-time monitoring and analytics tools to inform operational decisions.
- Exceptional organizational, communication, and leadership abilities, with a collaborative approach to cross-functional work.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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