MSCC Admin - Director - MSCC Support

TITLE: DIRECTOR - MSCC SUPPORT

STATUS: EXEMPT

REPORT TO: VP - MSCC

DEPARTMENT: MSCC ADMIN

JOB CODE: 11999
PAY SCALE: $159,300.00 - $200,000.00 ANNUALLY

The Director of MSCC Support is a transformational leader with experience driving operational change in complex, high-volume environments. This role provides strategic oversight of contact center operations, performance analytics, quality assurance, coordination of programs and projects, workforce management, risk and compliance governance, operational readiness, and system optimization, ensuring alignment with enterprise goals, employee engagement and our member-first philosophy.

With a strong command of operational strategy, data storytelling, and leadership excellence, this individual leads through influence and business partnership. They work cross-functionally to drive measurable outcomes, foster innovation, and elevate the member experience. A natural connector, the Director builds trust, strengthens collaboration, and empowers teams to execute with clarity, accountability, and agility.

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

With a strong command of operational strategy, data storytelling, and leadership excellence, you lead through influence and business partnership. You work cross-functionally to drive measurable outcomes, foster innovation, and elevate the member experience. A natural connector, you build trust, strengthen collaboration, and empower teams to execute with clarity, accountability, and agility. You are results-driven and analytically minded, with the ability to translate complex data into actionable insights that guide decision-making and improve performance. You must bring a leadership presence that balances strategic thinking with operational execution, delivering impact through clear communication, continuous improvement, and a deep commitment to service excellence

• Lead day-to-day operations across all contact center support functions and channels to ensure consistent service quality, employee engagement, operational efficiency, and member satisfaction.
• Translate organizational goals into actionable operational plans that scale and adapt to meet the evolving needs of members and employees.
• Build, coach, and support high-performing and inclusive teams that value collaboration, accountability, and continuous learning.
• Oversee analytics strategy and reporting frameworks that track KPIs, service levels, and key trends.
• Transform data into compelling insights and narratives that support strategic decisions and improvements.
• Manage core systems including WFM, CRM, ticketing (e.g., ARM), IVR, and QA tools, ensuring tools are accessible, optimized, and effectively adopted.
• Collaborate with IT, Digital, and external partners to implement technologies that improve efficiency and enhance service capabilities.
• Support workforce planning, scheduling, and real-time management to maintain operational balance and member-first responsiveness.
• Partner cross-functionally with leaders in Member Experience, Finance, Risk, HR, and Marketing to align strategies and enhance service outcomes.
• Cultivate a culture of curiosity, innovation, and equity-centered improvement within operations and analytics teams.
• Lead change efforts with empathy and structure, ensuring employees are supported and engaged throughout transformation.
• Serve as an advocate for the contact center’s role in achieving organizational success and delivering on our service promise.
• Ensure compliance with all regulatory, quality, and member service standards
• Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

EDUCATION: Bachelor’s degree in business administration, operations management, data analytics, or a related field required.

EXPERIENCE: 8–10 years of progressive leadership experience in contact center operations OR 3-5 years leadership within a global Fortune 500 leading brand, with 3–5 years in a senior or director-level role. Experience leading inclusive change, advancing operational strategy, and improving systems in complex, service-driven environments. Financial services or credit union experience strongly preferred.

KNOWLEDGE/SKILLS:

• Demonstrated leadership in large, multi-channel contact center environments; experience in financial services or credit unions preferred.
• Strong ability to use data to tell a story, influence strategy, and support action at all levels of the organization.
• Deep understanding of contact center KPIs, forecasting, real-time management, and workforce planning.
• Proficiency in business intelligence and reporting tools (Power BI, Tableau, SQL, Excel) and contact center platforms (WFM, CRM, ARM, IVR).
• Proven success leading operational transformation, building inclusive systems, and scaling service operations.
• Strong communication skills—verbal, written, and presentation—with the ability to adapt to diverse audiences and foster shared understanding.
• Experience guiding change with thoughtfulness and clarity while balancing strategic vision and execution.
• Ability to lead and support teams with empathy, fairness, and a focus on development and belonging.
• Highly collaborative, relationship-oriented, and skilled at working across teams and perspectives to align efforts and drive progress.
• Commitment to continuous learning, innovation, and inclusive service leadership

CORE COMPETENCIES:

Director:

• Strategic Alignment - Translates vision into actionable plans
• Builds Strategic Partnerships - Fosters cross-functional collaboration
• Influences & persuades - Gains buy-in for initiatives
• Delivers Results with Adaptability - Executes effectively through change
• Cultivates Innovation and Decision Quality

• Communicates with clarity - provides clear direction

INTERNAL: MSCC leadership team – service and support, WFM Manager, QA supervisor, Business Analyst, Program Manager, Risk and Compliance Analyst, other credit union stake holders.

EXTERNAL: MSCC vendors as needed – NICE, Velera

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient. 

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

#LI-Hybrid

Salary : $159,300 - $200,000