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What You’ll Do
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Job Summary:
This position leads the operational execution that enables First Tech’s frontline engagement approach, ensuring teams are equipped to deliver exceptional day-to-day member experiences. It oversees the systems, processes, and operational capabilities that support workforce management, branch and contact center operations, cloud-based service technologies, and product or initiative readiness. Through strong partnership with technology, operations, and cross functional leaders, this role aligns operational practices with enterprise strategy and evolving member needs. The position also champions a culture of accountability and performance, ensuring teams are empowered, supported, and consistently positioned to provide high-quality service.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Build the core operational infrastructure required to support the service delivery engagement model, partnering with Retail and Contact Center senior leadership to translate brand values into measurable improvements in engagement, loyalty, and relationship growth.
- Lead the Service Delivery Operations team in implementing the processes and systems that support friction free service delivery, enabling needs-based interactions and consistent frontline performance
- Lead the Enterprise Workforce Management Program responsible for establishing best practices in forecasting, staff planning, and other disciplines; primarily supporting the Experience Division and secondary support across other member facing teams across the enterprise.
- Oversee the processes, locations, systems, technology, and other resources to support effective daily operation of retail and contact center channels.
- Partner within the Experience Division to develop and execute the location and staff deployment strategies.
- Lead the continuous evolution of service delivery technology and systems to support reliable, scalable service delivery.
- Partner with Readiness and Operations leaders to align empowerment and readiness practices, reduce process errors, improve time to change, and coordinate with enterprise change management when needed to support successful implementation of new initiatives.
- Collaborate across the Experience division and enterprise functions to remove operational barriers, streamline workflows, and evolve simple, repeatable interactions into seamless, intuitive self-service experiences.
- Work closely with Member Experience, Technology, Operations, and business leaders—alongside the Senior Director of Service Delivery Excellence—to operationalize the member engagement model with an emphasis on staff readiness and reliable service execution.
- Leverage operational data, performance insights, and frontline feedback to identify service gaps, inform workforce, location, and technology decisions, and drive continuous improvement.
- Embed regulatory, risk, and control requirements into service operations to ensure compliance, mitigate operational risk, and support sustainable growth.
Typical Scope:
- Works on issues requiring conceptual thinking and deep understanding of organizational objectives. Routinely exercises significant judgment on moderate to complex business problems. Influences timelines, expectations, and negotiates across departments and functional management. Interacts with executive leadership on strategic matters.
- Manages a small department or large team, typically through subordinate Senior Managers and Managers. Develop staff for both current and long-term departmental needs. Builds tactical and strategic relationships across the organization.
- Responsible for strategy execution and operational direction of a business function or sub function. Supports strategy development and ensures alignment with organizational goals. Oversee the creation and implementation of functional strategies and objectives, ensuring execution within budget and policy frameworks.
4 - 7 Senior Managers, Managers, Assistant Managers and/or P4 and below report to them
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What You’ll Need
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Education & Experience:
- Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.
- Required Experience: 8 years of relevant experience, 4 years as a People Leader.
Qualifications & Skills:
- Proven ability to drive major improvements in service strategy, service delivery, employee readiness, and operational efficiency.
- Strong expertise in experience optimization and strategy, service operations, and frontline enablement.
- Skilled in partnering across enterprise functions with the ability to influence prioritization, shape decisions, and drive cross-functional results.
- Exceptional communication abilities with a demonstrated track record of influencing senior leaders and mobilizing large, diverse teams.
- Data-driven decision maker with strong knowledge of service metrics, performance management, and insights-driven improvements.
- Demonstrated success leading teams through transformation, modernization, and ongoing continuous improvement.
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What We Do
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DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.
DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
DCU is not currently offering Visa transfer/ sponsorship for this position.
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