Director, Banking Operations

| Charlotte, NC | Hybrid
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Credit Karma is a mission-driven company, focused on championing financial progress for our more than 100 million members in the U.S., Canada and U.K.  While we're best known for pioneering free credit scores, our members turn to us for tips as they work on their  financial goals, including helping them monitor their credit, identity monitoring, searching for credit cards, shopping for loans (car, home and personal), and growing their savings* -- all for free. Credit Karma has grown significantly through the years: we've added more than 70 million members in the last five years alone and now have more than 1,100 employees across our offices in Oakland, Charlotte, Los Angeles and London. 

*Banking services provided by MVB Bank, Inc., Member FDIC

We’re looking for a business minded banking operations and customer service expert-- with experience configuring, launching and managing banking products at both FI’s and fintechs. This role will focus on accelerating the growth and profitability of our Checking and Savings products, and associated product features (bill payment, overdraft protection, MRDC, etc.). The job will require you to develop talent and expertise within your team, work closely with new and existing external partners, and collaborate across large cross functional teams at CK to drive initiatives focused on building value for us and our 120MM members! 

In this role you’ll lead the Banking & Deposit Operations functions (including backline Banking Support). Further, you’ll support the broader CK team in managing against  compliance and regulatory hurdles around new product feature launches, as well as advocating for those features with our bank and technology partners. In this leadership role, you will help the team design key aspects of our support training, as well as  operations processes and procedures. You’ll both manage your team and serve as an escalation point for them in their work with members and partners, informing key product strategy decisions and helping our business manage the risk vs. reward equation. 

In this role you will be both a team leader (i.e. a manager of managers), and an individual contributor. You will need to impart your expertise to help grow your team, while also tackling advanced banking and deposit operations project work.

You'll report to the Head of Banking Product Services but will work closely with the broader cross-functional Credit Karma organization (Fraud, Partnerships, Finance, Product, Legal, Marketing, Security, etc.). This role is based in Charlotte, NC. and will be accountable for operational escalation coverage across multiple time zones.

Areas in which you will leverage your background and experience to help build expertise within the BPS team: 

  • ACH and payment system process management and system configuration (processing, returns, stop pays, etc.) 
  • Compliance/Regulatory, including complaint processing and reporting (consumer retail, deposit, BSA/AML/KYC, etc.)
  • Reporting/Forecasting and operational dashboard design, implementation and monitoring
  • Bank complimentary product implementation and ongoing support (bill pay, MRDC, Overdraft, etc.)\
  • Customer service management including associate reporting, call and email reviews, process design, training documentation, etc.
  • Project accountability, tracking and management with your team

Minimum Basic Qualifications: 

  • Deep knowledge and experience in Retail Banking Products and customer service/call center management (10+ years of experience)
  • Experience building and managing large banking operations teams
  • Bachelor’s Degree in Business Administration or equivalent experience in Finance
  • 10+ in project or program management in fintech or banking
  • Bank deposit product experience
  • Experience working with deposit products, ACH processing, and complimentary services such as MRDC, BillPay, and Overdraft Protection

Additional Qualifications:

  • Exceptional problem-solving capabilities and superior analytical skills
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist
  • Ability to identify risks and dependencies and put in place plans to mitigate them
  • Comfortable working in a dynamic, ever-changing environment with a sense of urgency
  • Effectively presents compelling cases and demonstrates acumen at on the spot thinking, overcoming objections and positioning of opportunities
  • Ability to rapidly pivot with shifting priorities

Equal Employment Opportunity:

Credit Karma is committed to a diverse and inclusive work environment. We believe that such an environment advances long-term professional growth, creates a robust business, and supports our mission of championing financial progress for everyone. We offer generous benefits and perks with a single eye to nourishing an inclusive environment that recognizes the contributions of all and fosters diversity by supporting our internal Employee Resource Groups. We’ve worked hard to build an intensely collaborative and creative environment, a diverse and inclusive employee culture, and the opportunity for professional growth. As part of the Credit Karma team, your voice will be heard, your contributions will matter, and your unique background and experiences will be celebrated.

Credit Karma is also proud to be an Equal Opportunity Employer. We welcome all candidates without regard to race, color, religion, age, marital status, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity or gender expression, national origin, veteran or military status, disability (physical or mental), genetic information, or any other protected characteristic. We prohibit discrimination of any kind and operate in compliance with applicable fair chance or similar ordinances.

COVID-19 update: Protecting the health of our employees and the candidates interested in a career at Credit Karma is our top priority. We appreciate your understanding and being open and flexible with any changes related to our interviewing process. Moving forward, all new hires are required to be fully vaccinated against COVID-19 and to share proof of that status prior to their first day of onboarding. If you are unable to be vaccinated for medical or religious reasons, we will explore potential reasonable accommodations; however, Credit Karma may not be able to grant such accommodations in all cases.

Credit Karma is strongly committed to protecting personal data. Please take a look below to review our privacy policies:

  • GDPR Privacy Policy
  • California Consumer Privacy Act (CCPA)
More Information on Intuit Credit Karma
Intuit Credit Karma operates in the Financial Services industry. The company is located in Oakland, CA, Charlotte, NC and Culver City, CA. Intuit Credit Karma was founded in 2007. It has 1320 total employees. It offers perks and benefits such as Volunteer in local community, Open door policy, OKR operational model, Open office floor plan, Dedicated diversity and inclusion staff and Highly diverse management team. To see all 20 open jobs at Intuit Credit Karma, click here.
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