We’re headquartered in San Francisco, CA, with a beautiful office in Jackson Square, near the Transamerica building. Very convenient between the Montgomery and Embarcadero BART stations. This role is in-office 5 days a week.
Who Thrives in This Role, and What Success Looks Like
You are the person who reads the fifth complaint about the same benefit not posting and stops writing responses long enough to ask why. You have personally investigated consumer complaints, written the response that went to a regulator, and then gone and found the workflow, the code path, or the disclosure that caused it. You are comfortable telling an engineer their fix did not work, and comfortable being told your analysis missed something.
You write well, and you write fast, because this job is mostly writing under a deadline. You are organized enough to hold twenty open matters with hard target dates and not lose one. You like Customer Experience people, and they like you, because you show up with a template and a procedure instead of a complaint about their tagging.
You are comfortable with a blank page. You see that as something to build rather than something to be frustrated by. And you are energized, not unsettled, by a program manager model where the same complaint has to satisfy us, a brand partner, and an issuing bank with its own regulator.
In your first 90 days, you have taken over the live complaint queue, and nothing is missing a target date. You have learned our programs, products, and partners well enough to investigate without a chaperone; you have mapped how complaints actually arrive today across every channel, and you have a first cut of complaint categorization and trend reporting that our bank partners recognize as an improvement.
By six months, you own a functioning complaint program: defined intake, consistent categorization, reliable monthly reporting to each bank partner, and quarterly findings that go to the Compliance Committee and the Board without a fire drill. You have taken at least two recurring complaint themes all the way through root cause to validated remediation, and the volume in those categories is measurably down. Customer Experience is handling routine matters correctly at first contact because you gave them the procedures and templates to do it. Complaints have gone from the thing we react to into the early warning system the rest of the compliance program uses.