Manager - Complaint Strategy & Governance

General information

Ref # 21794

Remote? No

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

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. 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

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 [email protected]. 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:

An individual's position in the range is determined by 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.

Emerging: 90000

Experienced: 120000

Expert: 150000

Incentive Compensation: This position is eligible to participate in our annual incentive plan