Role:

The Digital Operations Manager, encompassing digital support helpdesk roles, holds comprehensive responsibility for member-facing digital banking platforms and services. This pivotal role entails close collaboration with both internal teams and external stakeholders, serving as the primary liaison and escalation point for third-party vendor partnerships. The manager will oversee a suite of key digital technologies, including online and mobile banking, mobile deposit capture, bill payment services, and mobile wallets, among others. Integral to this role is the inclusion of a dedicated digital support helpdesk team, tasked with providing first-line assistance and technical support to ensure a seamless member experience across all digital channels. This addition underscores Apple FCU's commitment to a Member First philosophy, aiming to fully digitize and enhance the member experience. The Digital Operations Manager, along with the digital support helpdesk, plays a crucial role in advancing the digital solutions agenda, fulfilling other responsibilities as assigned by the AVP of Digital Solutions or Director of Digital Solutions.

Essential Functions & Responsibilities:

• Work closely with the business to establish the practices and processes needed to create a member-first culture that permeates interactions, initiatives, and decision-making. 
• Partner with business, product, and operations (Retail, software engineering and key stakeholders) teams to ideate on workflow, processes, and member communications which the digital experience relies on. Optimize the member experience and enhance members’ perception of the value we provide.
• Leverage the principles of design-led thinking and User Experience to identify member pain points, triage and prioritize opportunities based on member input, balance of operational impact and alignment to business goals. Facilitate the development of digital experiences by utilizing Jira Service Management to systematically track, measure, and integrate member feedback and pain point identification into the business planning and decision-making process. 
• Support the building of digital experiences to measure, integrate, and leverage member research and identification of pain points into business planning and decision making. 
• Analyze, synthesize, and assimilate findings from a wide array of quantitative and qualitative data sources (digital platform performance, workflows, etc.) to identify root causes and opportunities to enhance the member experience.
• Support the member-focused continuous improvement vision and objectives for the digital member experience.
• Works with various credit union departments to provide additional support, training, and best practices in relation to digital banking, ensuring procedures and training manuals are current.
• Ensures all systems meet all regulatory and compliance requirements and supports Digital Banking risk assessment and risk mitigation efforts.
• Actively participates with solution providers and creates/maintains relationships with other solution-user financial institutions, including user groups and other best practice sharing groups.

Knowledge and Skills:

Experience:

•  Minimum five to eight years of digital banking support orbank systems administrator or applications analyst of a financial institution. Minimum of four years or more supervisory experience. 
• Minimum of four years or more of technical problem-solving experience.
•  Working knowledge of mobile and online technology in the financial industry is required.
• Minimum of five years progressively responsible experience supporting banking or credit union products, including Digital Banking systems, and Core Banking systems.
• Experience with Banking vendors, including Alkami, Fiserv, Vertifi and Jack Henry Symitar EASE highly preferred.
• Experience with Atlassian Products including Jira and Confluence, highly preferred.
• Experience releasing member/member-facing software at a scale in a fast-paced work environment.

Education:

• Associate degree and Technical Certifications such as Scrum Master, Product Owner and Product Management is required. Bachelor’s Degree is preferable.

 Interpersonal Skills:

•  Proficiency in project management tools like Jira Service Management to organize, track, and manage tasks and projects efficiently.
• Advanced analytical skills to interpret digital analytics and user feedback for continuous improvement of digital platforms.
• Strategic thinking and planning abilities to align digital initiatives with overall business goals.
• Leadership skills to mentor, guide, and inspire the digital support helpdesk team and other staff members.
• Change management capabilities to lead the adoption of new technologies and processes within the organization.
• Knowledge of current digital banking trends and technologies to drive innovation and enhance member services.
• Strong prioritization, problem-solving, diagnosis, and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to interact positively and effectively in group and individual situations at all levels within and outside the credit union.
• Ability to work in a team environment, meet deadlines, and take on a high level of responsibility and accountability.

 Other Skills:

•  Skilled in securing collaboration and support across various departments and from external partners, crucial for successful project outcomes.
• Demonstrated expertise in managing and contributing to multiple projects simultaneously with minimal supervision.
• Highly detail-oriented with a strong focus on achieving measurable results. In-depth understanding of banking or credit union offerings, including products, services, policies, and procedures, to effectively lead and make informed decisions.

Physical Requirements:

•  The ability to lift 25 lbs. and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.

 Work Environment:

•  Competent in navigating the dynamics of a financial institution setting.
• Adaptability to thrive in high-velocity work conditions.
• Frequent engagement through phone and email communications.
• Mandate to be physically present in the office at least twice weekly.

Employment Type:Full-Time

Location: 4097 Monument Corner Drive, Fairfax, VA 22030

*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

All selected candidates will be subject to credit and background checks to determine employment eligibility. ***