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General information

Career area
Lending
Country
United States
Work Location(s)
601 S. Tryon Street, Charlotte, NC
State
North Carolina
Remote?
No
Ref #
12371
Posted Date
Monday, April 25, 2022
Working time
Full-time

Ally and Your Career

Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live this stuff! We see our people as, well, people - with interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You’re constantly evolving, so shouldn’t your opportunities be, too?

The Opportunity

  • Director of Customer Success will help bridge the gap between product, engineering, and other cross functional groups within Ally.
  • Whether it’s a single person or an entire team, the goal of Dr. Customer Success is to streamline and improve the approach to identifying customer needs and communicating them back to the rest of the organization. This leads to improved collaboration, better cross-functional alignment (especially with go-to-market teams like sales and marketing as well as executives), and ultimately increased output and more likelihood of meeting business goals.

The Work Itself

The Director of Customer Success enables our cross functional teams to build and deliver best-in-class products that delight our customers, and to do so in a way that is efficient, effective and scalable. This is achieved through owning the sales strategy and sales execution across Sales Operations. 

We are looking for a candidate who will work on initiatives across these three areas. The ideal candidate brings a unique blend of strategic and operational / execution skills. They are a data-driven structured problem solver, and enjoy rolling up their sleeves to get things done. They are the kind of person who thrives in a fast-paced, cross-functional environment and enjoys working on a variety of initiatives.

In this role, you will:
  • Establish robust feedback loops and communication channels (e.g., Slack, email, newsletters) with product and customers/customer facing teams
  • Develop and own ongoing refinements to playbooks, knowledge base and operational best practices
  • Build centralized sources of truths for key cross-functional metrics (e.g., feature requests, support tickets)
  • Partner with Product/Engineering and cross-functional (e.g., Sales, Customer Success, Support) leaders to drive decision making and deliver on initiatives
  • Lead end-to-end design and execution of cross-functional initiatives (e.g., streamline communications, define product enablement framework)
  • Drive step change improvements in our product development process (e.g., beta programs) to increase product launch quality and timeliness of delivery
  • Champion, role model, and embed Ally’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we continue to grow

The Skills You Bring

• 4 to 7+ years of experience in consulting or business/product operations
• Strong analytical skills - ability to structure analysis and derive data-driven insights
• Strong problem-solving skills; ability to break-down ambiguous problems and turn them into actionable solutions and insights
• Ability to build strong relationships with PMs, senior leaders (e.g., Product Directors/VPs) and cross-functional partners
• Highly organized with exceptional attention to detail and the ability to execute on large, cross-functional projects
• Comfortable with ambiguity, is a self-starter, and has an enthusiasm for improving efficiencies
An ideal candidate also has:
• Previous experience as a Product Manager/Product Ops/Program Manager at B2B SaaS or hardware companies
• MBA is a plus
• Familiar with business systems and tools (e.g., JIRA, Zendesk, Confluence, Salesforce)
• Experience with data visualization tools (e.g., Tableau) and SQL; willingness to learn

How We'll Have Your Back

Ally's compensation program offers market-competitive base pay and pay-for-performance incentives (bonuses) based on achieving personal and company goals. But Ally’s total compensation – or total rewards – extends beyond your paycheck and is designed to support and enrich your personal and professional life, including:


  • Time Away: competitive holiday and flexible paid-time-off, including time off for volunteering and voting.
  • Planning for the Future: plan for the near and long term with an industry-leading 401K retirement savings plan with matching and company contributions, student loan and 529 educational assistance programs, tuition reimbursement, and other financial well-being programs.
  • Supporting your Health & Well-being: flexible health and insurance options including dental and vision, pre-tax Health Savings Account with employer contributions and a total well-being program that helps you and your family stay on track physically, socially, emotionally, and financially.
  • Building a Family: adoption, surrogacy, and fertility support as well as parental and caregiver leave, back-up child and adult/elder day care program and childcare discounts.
  • Work-Life Integration: other benefits including LifeMatters® Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.

Who We Are:

Ally Financial is a customer-centric, leading digital financial services company with passionate customer service and innovative financial solutions. We are relentlessly focused on "Doing it Right" and being a trusted financial-services provider to our consumer, commercial, and corporate customers. For more information, visit www.ally.com.

Ally is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity or expression, pregnancy status, marital status, military or veteran status, genetic disposition or any other reason protected by law.

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Ally.

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at work@ally.com. Ally will not discriminate against any qualified individual who is capable of performing the essential functions of the job with or without reasonable accommodation.