Randstad Digital Americas · 14 hours ago
Project Manager/ SME - Credit Card Program/ Regulatory
United States
Contract
Remote
Senior Level
$60/hr - $75/hr
7+ years expRandstad Digital Americas is seeking a seasoned Subject Matter Expert and Project Manager to lead the end-to-end transition of their credit card portfolio from fixed to variable rates. The role involves overseeing the regulatory and operational lifecycle, ensuring compliance, and managing member communications to minimize attrition.
Information Technology & Services
Responsibilities
Serve as the primary SME for all regulatory and compliance requirements related to changes in credit card pricing and Terms & Conditions
Interpret and apply applicable federal, state/provincial, and card network regulations (e.g., change-in-terms notice requirements, timing, disclosure content, fairness considerations)
Partner with Legal and Compliance teams to:
Define required notice periods and delivery methods
Validate disclosure language and member communications
Ensure regulatory documentation, approvals, and audit readiness
Identify regulatory risks and proactively recommend mitigation strategies
Own the end-to-end project plan for the Terms & Conditions change, including milestones, dependencies, risks, and decision points
Provide direct support to the Program Manager or executive sponsor to ensure timelines, approvals, and deliverables are met
Coordinate across internal workstreams, including:
Card Services
Compliance & Legal
Operations
IT / Core & Card Systems
Digital Banking
Marketing & Communications
Contact Center / Member Services
Track progress, manage action items, escalate risks, and resolve issues to maintain momentum
Define best-practice member communication strategies to clearly explain the change, minimize confusion, and reduce opt-outs
Guide the development and sequencing of:
Regulatory notices
FAQs and talking points
Digital and mailed communications
Contact center scripts
Ensure communications are clear, transparent, empathetic, and consistent, aligned with regulatory requirements and member-first principles
Advise on timing, cadence, and messaging strategies proven to reduce member attrition during product changes
Assess and validate readiness across operational and technology teams, including:
Card management systems
Core banking platforms
Statement generation
Digital banking displays
Rate calculation and repricing logic
Ensure downstream impacts are identified, tested, and documented prior to implementation
Partner with IT and Operations to confirm:
System configurations support variable-rate logic
Effective dates and rate changes are accurately applied
Member-facing systems reflect the updated terms correctly
Ensure Contact Center and Member Services teams are fully prepared to support members through the change
Review and validate training materials, scripts, escalation paths, and knowledge base content
Anticipate member concerns and objections, and ensure frontline staff are equipped to respond consistently and confidently
Lead or support fairness and customer impact assessments, identifying segments most affected by the change
Evaluate reputational, conduct, and member-experience risks
Recommend mitigation strategies (e.g., targeted outreach, phased approaches, exceptions, or retention offers where appropriate)
Define and oversee processes for:
Tracking member opt-outs or rejections
Capturing reasons for rejection
Monitoring member behavior and attrition trends
Partner with Analytics and Business teams to assess outcomes and recommend post-implementation adjustments if needed
Qualification
Required
7-10+ years of experience in financial services, with deep exposure to credit card products
Demonstrated expertise in regulatory and compliance requirements related to credit card pricing, disclosures, and change-in-terms processes
Proven experience leading or advising on Terms & Conditions changes or major card product modifications
Strong project management experience, coordinating complex, cross-functional initiatives
Solid understanding of card operations and servicing
Solid understanding of member communications best practices
Solid understanding of system and operational dependencies for card products
Exceptional communication and stakeholder management skills, with the ability to balance regulatory rigor and member-centric outcomes
Ability to anticipate member reactions and proactively design strategies to reduce dissatisfaction and attrition
Preferred
Direct experience working within a Credit Union environment
Familiarity with major card processors, core banking platforms, and digital banking systems
Experience supporting fair lending, conduct risk, or customer fairness assessments
Formal project management certification (e.g., PMP, CAPM) is a strong asset
Experience partnering closely with Legal, Compliance, and Risk functions on consumer product changes
Benefits
Medical
Prescription
Dental
Vision
AD&D
Life insurance offerings
Short-term disability
401K plan
Company
Randstad Digital Americas
Randstad Digital is a trusted digital enablement partner that facilitates accelerated transformation for businesses by providing global talent, capacity, and solutions across specialized domains.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Graig Paglieri
CEO, Randstad Digital Americas
Pascal de Hesselle
SVP, Executive Client Partner - Technology, Media & Telecom
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