Manager – Complaint Strategy & Governance

General information

Career area Consumer Analytics Work Location(s) 1100 Virginia Drive, PA, 12850 W Gran Bay Pkwy, FL, 2911 Lake Vista Drive, TX, 601 S. Tryon Street, NC Remote? No Ref # 21794 Posted Date 03-05-26 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?
Work Schedule: Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote. Hybrid roles are generally expected to be in the office a certain number of days per week as indicated by your manager. Your hiring manager will discuss this role's specific work requirements with you during the hiring process. All work requirements are subject to change at any time based on leader discretion and/or business need.

The Opportunity

The Customer Advocacy & Insight – Complaint Strategy & Governance team serves as the enterprise center of excellence for complaint governance, operational rigor, and continuous improvement across Auto Consumer and Dealer, Deposits, Insurance, and Invest.  This role will establish the standards, frameworks, and controls that ensure complaints and executive escalations are handled consistently, compliantly, and with a relentless focus on customer and business outcomes.

Reporting to the Complaint Resolution & Root Cause (CRRC) Senior Director, this role is a governance and operational leader responsible for defining, executing, and continuously improving Ally’s complaint strategy, policy and procedure framework, and performance/talent management approach.

This leader partners closely with CRRC leadership, analysts, and matrixed stakeholders across Product Strategy, Business Line Risk, Compliance, Legal, Audit and Customer Care & Operations to ensure complaint handling is consistent, defensible and outcome driven. The role goes beyond oversight – it owns governance, drives enterprise alignment, and actionable improvements across CRRC and Ally.

Successful candidates will bring a strong point of view based on data and fact, the ability to influence senior levels, and a track record of building scalable governance and performance frameworks in complex, regulated environments.

At this time, Ally will not sponsor a new applicant for employment authorization for this position.

The Work Itself

• Design, manage, and refine the end-to-end KPI and KRI process to measure effectiveness, efficiency, quality, and risk across complaint operations
• Own and evolve applicable complaint policies, procedures, standards, and risk guardrails across all lines of business
• Serve as the primary point of accountability for complaint-related governance, ensuring regulatory, audit, and examination readiness at all times
• Lead the development and execution of action plans addressing self-identified issues, audit findings, regulatory exams, and control gaps
• Act as a liaison for data governance, partnering with analytics to ensure integrity, consistency, and defensibility of complaint data and reporting
• Translate performance insights into clear executive narratives, identifying trends, risks, and opportunities for improvements
• Partner with CRRC leaders to identify and drive workforce optimization, productivity improvements, and scalable operating model enhancements
• Challenge legacy processes and assumptions, introducing innovative approaches to Ally’s complaint strategy
• Collaborate across product, risk, compliance, legal, audit, and operations to align complaint strategy with enterprise priorities and regulatory expectations
• Provide clear direction and structure to cross-functional initiatives, ensuring accountability, alignment, and timely delivery of data and insights
• Develop and deliver executive-level presentations and materials for senior leadership, clearly articulating outcomes, risks, insights, and recommended actions

The Skills You Bring

Minimum Qualifications

• 7+ years of relevant experience or equivalent combination of education and experience
• High School Diploma or GED equivalent

Preferred Qualifications 

• Bachelor of Business Admin/Management, Finance, Economics, Political Science, or similar field
• 4+ years of professional experience in a mixture of the following areas: project management, Compliance, legal, risk, cyber-security, fraud, Customer servicing front-end of back-office, customer experience management/design, or product owner
• Experience with data governance best practices
• Experience managing multiple projects at once with ability to change project direction quickly 
• 1+ years of professional experience managing at least one direct report
• Ability to demonstrate critical thinking and evaluation of analytical concepts and trends for strategic consideration
• Ability to influence and collaborate with key stakeholders across all levels of the organization
• Can identify process improvement opportunities and turn into actionable enhancements
• Possess outstanding problem-solving skills
• Demonstrates a high degree of personal accountability, passion, and execution
• Maintains strict confidentiality
• Maintains high level of attention to detail and accuracy
• Able to travel to applicable sites and/or conference when needed
• Graduate level degree of Business Admin/Management, Finance, Economics, Political Science, or like areas that demonstrate and ability to identify, plan and execute on strategic initiatives
• Applicable certifications in project management like project management professional, ScrumMaster, Google Project Management Certificate

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. Our Total Rewards program includes industry-leading compensation and benefits plus additional incentives that are designed to meet your needs and those of your family so you can get the most out of your career and your life, including:

• Time Away: Program starts at 20 paid time off days in addition to 11 paid holidays and 8 hours of volunteer time off yearly (time off days are prorated based on start date and program varies based on full or part-time status and management level).
• 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 pay downs and 529 educational save up assistance programs, tuition reimbursement, employee stock purchase plan, and financial learning center and financial coach access.
• Supporting your Health & Well-being: flexible health and insurance options including medical, dental and vision, employee, spouse and child life insurance, short- and long-term disability, pre-tax Health Savings Account with employer contributions, Healthcare FSA, critical illness, accident & hospital indemnity insurance, 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 assistance as well as paid parental and caregiver leave, Dependent Day Care FSA back-up child and adult/elder care days and childcare discounts.
• Work-Life Integration: other benefits including Mentally Fit Employee Assistance Program, subsidized and discounted Weight Watchers® program and other employee discount programs.
• Other compensations: depending on the role for which you are considered, you may be eligible for travel allowances, relocation assistance, a signing bonus and/or equity.
• To view more detailed information about Ally’s Total Rewards, please visit this link: https://www.ally.com/content/dam/pdf/corporate/ally-total-rewards-snapshot.pdf

 

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.

 

We are committed to working with and providing reasonable accommodation to applicants with physical or mental disabilities. For accommodation requests, email us at hrpolicy@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.

Base Pay Range: $90000 - $150000 USDAn individual's position in the range is determined by the specific role, the scope and responsibilities of the role, work experience, education, certification(s), training, and additional qualifications. We review internal pay, the competitive market, and business environment prior to extending an offer.  Incentive Compensation: This position is eligible to participate in our annual incentive plan.