Debit Card Operations Manager

Vanguard•Malvern, PA

7d•Hybrid

About The Position

The Debit Card Operations Manager is responsible for the day-to-day operational performance, controls, management, and continuous improvement of Vanguard’s debit card portfolio. The role oversees card transaction operations, disputes and chargebacks, card servicing, fraud and claims coordination, processor and network interactions, and operational readiness for product and regulatory changes. The manager partners with business, Fraud, Customer Service, CxD, Risk, Controls, Compliance, and external vendors to deliver secure, compliant, high-quality customer experiences while meeting SLAs and minimizing operational losses. The manager owns end-to-end debit card operations, establishes performance measures and operating routines, oversees dispute and claims workflows, and partners with Fraud on monitoring and loss mitigation. The role also supports vendor and network relationships, controls and audit readiness, process improvements and automation, incident response and business continuity, and leadership and development of a card operations team. After-hours support may be required during major incidents, network releases, or critical vendor events.

Requirements

At least 5 years of experience in debit or credit card operations, payments operations, or bank/fintech servicing operations.
At least 2 years managing operational workflows, processes, SLAs, and cross-functional stakeholders; people leadership is preferred.
Working knowledge of disputes and chargebacks, card transaction flows, and card lifecycle operations.
Experience with vendors or processors and incident/problem management, including root cause analysis and corrective action plans.
Strong analytical skills, including Excel, SQL, or BI tools, and the ability to translate data into operational actions.
FINRA Series 7, 24, and 63 required, or ability to obtain them within department guidelines.

Nice To Haves

People leadership experience.
Experience with card processors.
Familiarity with Visa or Mastercard network rules and operating regulations, and debit card dispute processes.
Lean/Six Sigma, PMP, or comparable process improvement background.

Responsibilities

Own end-to-end debit card operational processes, including card issuance, activation, maintenance, replacement, transaction processing, exceptions handling, and customer servicing oversight and escalations.
Establish and manage SLAs, operational dashboards, and routines; lead operational reviews of volumes, backlog, errors, and customer impact, and implement corrective actions.
Oversee debit card dispute and chargeback operations, including intake, investigation, provisional credit, representment, write-offs, vendor documentation, timelines, recoveries, and customer outcomes.
Partner with Fraud and Claims teams to reduce first-party fraud exposure, improve win rates, and manage compromised card events reported by the network.
Coordinate with Fraud Strategy and Operations on monitoring, alerts, blocks, case workflows, processor and network controls, and fraud-tool readiness.
Identify operational gaps that drive losses and implement process improvements with the business.
Support relationships with debit card processors, card networks, card manufacturers, fulfillment partners, and other service providers; manage vendor performance through metrics, incident management, root cause analysis, and improvement plans.
Participate in network and processor change management, including operational bulletins, mandates, release cycles, and fee or rule updates.
Maintain documented procedures, control checkpoints, reconciliations, and evidence artifacts; partner with the business and Compliance/Legal on regulatory and consumer-protection requirements.
Support audits and examinations, own operational remediation plans, and ensure remediation is completed by deadlines.
Develop and improve operational processes and procedures for card launches; identify post-launch inefficiencies, defects, and manual work, and collaborate on automation opportunities.
Define business requirements and test cases, and support user acceptance testing for operational enhancements and new capabilities.
Lead card-related incident response, including triage, communications, customer impact mitigation, root cause analysis, and preventive actions; maintain continuity procedures, runbooks, and training.
Lead and develop card operations analysts and specialists, including staffing, coaching, training, performance reviews, and coverage planning.
Build a strong controls culture, customer-first mindset, and continuous improvement discipline.
Provide after-hours support during major incidents, network releases, or critical vendor events as needed.