CIMD- Marcus by Goldman Sachs- Customer Advocacy/Disputes Back Office Manager- Associate- Draper, UT

Location(s) US-UT-Draper
Job ID
Schedule Type
Full Time
Call Center, Consumer Banking
Consumer and Investment Management Division
Business Unit
US Deposits Delivery
Employment Type



The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.


Your Impact


We are seeking an experienced operations manager to design, deliver, and manage our complaint resolution operations as well as our case resolution operations within the Consumer Digital Finance team.  Candidates must have direct management experience in the day to day operations management of all aspects of escalated complaint resolution and case processing.  Ideal candidates will have extensive experience in all aspects of these servicing areas, including credit bureau disputes, case management, executive escalations, CFPB and other regulatory cases, with the ability to design and deliver world class experiences.  In this role, the candidate will be required to collaborate with our Front line, Compliance, Legal, Technology and process engineering teams to design best in class customer experiences. Expertise in delivery of analytically driven customer experience improvement programs (CSAT, NPS) while mitigating complaints, maximizing favorable resolution of customer cases/disputes, and overall view of the department health to determine key areas of focus for creative and innovative solutions. 



  • Responsible for setting team level strategic action plans, by developing vision, setting high standards and executing to ideas
  • Oversee a high performing operations team to achieve business goals in customer service and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams. 
  • Ensure timely, quality resolution of customer/client inquiries. 
  • Responsible for hiring of staff and developing key business tactics and plans to ensure departmental service levels and customer satisfaction levels are achieved. 
  • Proactively resolve potential issues, with escalation as appropriate. 
  • Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained. 
  • Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy. 
  • Lead customer communication efforts. Working closely with Legal/compliance/product and business lead to send mass communications to customers.
  • Ability to communicate effectively with operations leadership as well as junior contact center agents
  • Assist in project planning and identification of issues by monitoring business health and delivering the improvement/process on time


  • Relevant industry expertise in a portfolio of large scale accounts in a regulated environment
  • 10+ years of experience with direct management of internal and external (supplier) servicing/care operations teams
  • Extensive knowledge of all complaints, including but not limited to CFPB and Better Business Bureau complaints, credit bureau disputes resolution, and any applicable regulatory requirements
  • Extensive knowledge on best practices for resolving escalated complaints or disputes
  • Ability to communicate effectively with senior leadership with a strong executive presence as well as junior contact center agents
  • Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience 



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