Business Summary:
The Senior Program Manager, Credit Card Services owns the market and financial performance of the AAA, Inc. co-branded credit card program across all customer segments. This position is accountable for meeting annual balanced scorecard objectives and the business management of the credit card program, including planning and analysis, product development and marketing, contract administration, new client acquisition, and management of bank and payment network relationships. The Senior Program Manager serves as the internal voice of the cardholder, ensuring card member satisfaction with service delivery and overall experience.
Duties and Responsibilities:
- Delivers the card financial plan, including balance growth, activation, utilization, revenue generation, credit performance, and expense management.
- Drives weekly and monthly performance management routines and works closely with analytic partners on dashboard development.
- Develops and implements credit card program enhancements and value propositions by analyzing product portfolio performance, consumer behavior and preferences, competitive best practices, and product economics.
- Develops, validates, and executes strategic and tactical plans to secure material program growth, cardholder spending, and revenue growth.
- Develops insightful, fact-based business and product reviews, market analyses, competitive profiles, customer segment analyses, financial forecasts, and process evaluations that are the basis for actionable strategy development, implementation planning, and performance assessment.
- Initiates, plans, and manages complex business initiatives throughout the entire project lifecycle using diverse cross-functional project teams from internal and external stakeholders.
- Build partnerships with internal stakeholders across all levels of the organization to deliver on key objectives.
- Achieves positive outcomes through influence and collaboration in the following functional areas: marketing, market research, legal, finance, e-business, technology, user experience/customer service, risk management, information security, compliance, and data analytics.
- Serves as the internal voice of the cardholder by providing regular feedback and suggestions to enhance the overall experience.
- Monitors card member satisfaction metrics and performance tracking processes. Analyzes trends and key findings of cardholder satisfaction tools, identifying opportunities and owning action plans to improve satisfaction.
- Manages the administration of credit card agreements to ensure contract-governing benefits are maximized, rights are extended, and all parties comply with contract terms.
- Track record of superior performance in managing high-performing teams and data-driven decision-making.
- Experienced utilizing diverse online and mobile marketing and servicing channels to improve customer value and business results.
- Strong understanding and knowledge of credit card marketing, annual/seasonal marketing planning, marketing campaign analysis, card member loyalty, and retention.
- Strong verbal and written communication skills with in-depth experience developing and presenting strategy recommendations, business cases, market assessments, and implementation plans to all stakeholder management levels.
- Superior organizational and project management skills, with experience managing complex projects from conception through to completion or implementation.
- Excellent interpersonal skills, self-motivation, and adaptability in a fast-paced, dynamic, deadline-driven environment.
- Ability to influence informally, build consensus, resolve conflict, and negotiate contracts.
- Proficient in using Microsoft Office software applications (Word, PowerPoint, Excel, and Project) with well-developed quantitative analysis and modeling skills. Experience with Tableau preferred.
Education and Experience:
- Bachelor’s degree in Marketing, Business Administration, Mathematics, Finance, Economics, E-commerce, or similar field of study required. Master’s degree or equivalent in a relevant field preferred.
- Eight (8) or more years of experience in credit card program management in the retail financial services, consumer products/services, or management consulting industries is required.
- Experience with large co-branded or affinity product program management, focusing on acquisition, activation, and retention of portfolio customers, including performance management, marketing strategy definition, and execution required.
Hiring Range:
- $105,000 – $130,000
- Position eligible for participation in AAA, Inc. Annual Incentive Plan.
AAA is committed to paying competitively and equitably. The posted range for this position represents competitive compensation based on market data, internal equity, and the skills and requirements of the position. The actual compensation offered will be based on your qualifications and experience.
AAA National supports a flexible work environment for our associates. We are committed to collaboration, innovation, and work-life balance and offer a hybrid work model of three days in-office and two days at home (or whenever you work best) each week.
AAA National Office is not accepting unsolicited assistance from any search firms for this employment opportunity. All resumes submitted by search firms to any employee at the AAA National Office via email, the Internet, or in any form and method without a valid written Statement of Work in place for this particular position from the AAA National Offices Talent Acquisition Department will be deemed the sole property of the AAA Nationals Office. No fee will be paid if the AAA National Office hires the candidate due to the referral or through other means.