Director, Card Operations

Westerra Credit Union•Denver, CO

8d•$112,330 - $139,486•Hybrid

About The Position

The Director, Card Operations is responsible for the overall leadership and operational performance of Westerra Credit Union’s debit and credit card programs. The role provides oversight across card services, disputes, servicing operations, portfolio administration, vendor management, and operational execution of card initiatives. It oversees the teams, processes, vendors, and controls that support the card member lifecycle, including issuance, servicing, fraud support, digital card capabilities, transaction processing, disputes coordination, fulfillment, portfolio management, and member engagement. The Director leads Card Operations and serves as the operational owner of Westerra’s card programs, partnering with Lending, Risk, Finance, Marketing, Digital Banking, Contact Center, Branch Operations, and external card partners. The role is accountable for efficient, compliant program operations, exceptional service, and support of growth and profitability objectives. It also directs staffing and development, owns the department budget, negotiates improvements, and leads strategic change across functions. The position is hybrid, with work both on Westerra’s campus at least twice per week and remotely. Employees must reside in Colorado or be willing to relocate before starting employment. The work is primarily in an office at a desk. The starting annual salary range is $112,330–$139,486, with annual bonus potential tied to Westerra’s financial performance.

Requirements

10+ years of financial institution experience.
6+ years of progressive experience in card operations, payments operations, card services, or related financial services functions.
3+ years of direct people leadership experience, including hiring, coaching, performance management, and team development.
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.
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.
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.
Ability to be accountable for departmental performance, budgets, and key business and operational results; make complex decisions with departmental and cross-functional impact; and apply expert functional knowledge in support of organizational strategy.
Ability to partner across departments to drive change, improve performance, and influence strategic decisions.
Ability to lead managers, supervisors, and/or professional teams while fostering accountability, collaboration, and continuous improvement.
Ability to develop leadership capability, succession, and workforce plans within the department.
Ability to execute annual business plans and 1–3 year departmental priorities aligned with functional strategy.
Ability to represent Westerra through community, business, and industry engagement, as appropriate.
Must reside in Colorado or be willing to relocate before starting employment.

Responsibilities

Provide overall leadership and direction for Card Operations, 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 by setting expectations, priorities, accountabilities, and development plans.
Establish the operating model, roles, priorities, and accountabilities across Card Operations and coordinate work among card servicing, disputes, processing, portfolio management, vendors, and supporting 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 governance and operational performance of key card partners, including Velera, Visa, rewards providers, and card fulfillment vendors; set expectations, monitor service performance, and resolve systemic or recurring issues.
Oversee settlement coordination, processing exceptions, and operational issue resolution to support accurate and timely card program performance.
Administer card rewards programs and coordinate with vendors to support program performance and member value.
Resolve escalated issues involving card processing, authorizations, settlement, network impacts, vendor performance, and member service disruptions.
Own operational performance of debit and credit card portfolios, including activation, usage, engagement, interchange income, profitability, portfolio health, and growth initiatives.
Support card strategy 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 on program performance and member experience objectives.
Establish and maintain operational procedures, controls, service levels, reporting, and performance metrics.
Identify and implement process improvements that increase efficiency, strengthen controls, and reduce member and employee friction.
Monitor operational risks, trends, losses, service issues, and vendor performance, and take corrective action as appropriate.
Provide leadership with reporting, analysis, and recommendations on 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 policies, procedures, and Federal and State laws and regulations, and maintain confidentiality.
Direct short- and long-term staffing needs and development.
Manage the department’s overall budget.
Negotiate improvements and lead strategic change across functions.
Attend community events relevant to business needs.
Perform other duties as assigned.

Benefits

Annual bonus potential tied to Westerra’s financial performance.
Three health plans through UMR, 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 per year.
16 hours of paid volunteer time off per year.
11+ paid holidays.
401(k) with up to 6% match.
Up to 2% off the rate on a new Westerra mortgage, applicable to a primary residence, second home, or investment property.
2% off Auto/RV/Motorcycle loans.
Up to $5,250 per year for educational reimbursement.
Four weeks of paid parental leave.
Mental health resources, including an Employee Assistance Program.
Individualized learning and development programs.