Contact Center & Digital Support Director

Position Summary

This role leads all Contact Center and Digital Support for the bank, with full accountability for customer service performance, employee effectiveness, and risk management for our retail and small business segments. In addition to leading the Contact Center, this role owns the contact center platforms for the company, including roadmap direction, performance, and feature enablement. The position is also accountable for driving AI capabilities within the contact center and digital support environment, including implementation, optimization, and ongoing governance.

KEY RESPONSIBILITIES

• Lead end-to-end delivery for Retail Contact Center and Digital Support teams
  Own service levels, resolution times, employee experience and customer satisfaction
  Ensure consistent execution across customer segments and support channels
  Set and enforce performance standards and KPIs

• Contact Center Platform Ownership
  Drive platform strategy, capabilities, and roadmap
  Partner with IT and vendors on configuration, stability, and enhancements
  Ensure the platform supports business growth, service quality, and efficiency targets

• AI Strategy, Enablement & Governance
  Lead all AI capabilities within Contact Center and Digital Support (e.g., virtual agents, copilots, automation)
  Identify and implement AI use cases that improve service delivery, reduce cost or create additional risk controls.
  Establish governance for AI usage including quality control, compliance, and risk oversight
  Monitor AI performance and continuously optimize outcomes

• Process & Experience Improvement
  Identify and execute improvements in workflows, tools, and customer journeys
  Reduce friction, eliminate manual work, and improve first-contact resolution
  Partner with CX and EX teams to improve the overall contact center experience

• Digital Support Excellence
  Ensure Digital Banking customers receive high levels of technical support and advocate for customer issue resolution with our technology partners.

• Team Development and Collaboration
  Cultivate supportive employee experience emphasizing continuous learning, collaboration, and client focus.

Skills And Qualifications

• 15 years of experience in client support contact center and banking operations, with at least 10 years in a leadership role.
• Demonstrated experience in managing teams and driving performance improvements.
• Strong understanding of contact center technologies and best practices, including digital channels such as live chat and messaging.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Proven ability to manage budgets and achieve financial targets.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and demands.
• Act with empathy and care for employees and customers.

Education

Bachelor’s degree or equivalent experience

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Working Conditions

Prolonged sitting
Lifting from 5 to 10 lbs (printer paper, storage boxes)
Occasional bending or overhead lifting (storing files or boxes)

Hazards

The hazards are mainly those present in a normal office setting and those present in commuting by car. Occasionally, they may be exposed to those conditions present in public forums and meeting places.

Pay Details

• $123,900 – $177,000 / annually

Company Sponsored Benefits

• Paid Time Off (PTO)
• Holiday (PTO)
• Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan
• Disability Insurance, an Employee Assistance Program, and Basic Life Insurance
• Company sponsored Tuition Disbursement and Loan Repayment programs
• Voluntary benefits including Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans