Member Experience Operations Manager

About the role

This position is not eligible for immigration sponsorship. This role is required to be in office Tuesday-Thursday.

Responsibilities

• Develop and lead operational strategies that support branch and communication center performance
• Design and maintain policies, procedures, and workflows that drive consistency and efficiency
• Align operational systems with organizational goals and member experience standards
• Identify opportunities to improve processes, tools, and service delivery models
• Own development and maintenance of policies, procedures, and knowledge base resources
• Ensure information is accurate, accessible, and consistently applied across channels
• Serve as the central authority for operational guidance
• Promote standardization and clarity across member-facing teams
• Lead quality control programs across member experience operations
• Ensure accuracy of member account activities, transactions, communications, and reporting
• Oversee audit readiness, internal reviews, and compliance activities
• Partner with Risk, Lending, IT, and QA to ensure data integrity and operational soundness
• Oversee development and alignment of training programs for branch and communication center teams
• Ensure training supports operational consistency, compliance, and performance
• Partner with Training & Strategy Specialists to deliver effective learning solutions
• Align training with system updates, policy changes, and organizational initiatives
• Establish and monitor operational performance metrics
• Analyze trends related to service quality, efficiency, and compliance
• Identify gaps and implement improvements across systems and processes
• Drive continuous improvement initiatives
• Ensure branch and communication center operations are supported with effective systems and processes
• Maintain branch staffing model to balance efficiency and member experience
• Support operational readiness for new products, services, and initiatives
• Ensure alignment between operations and service delivery expectations
• Lead and develop Member Experience Operations team members
• Establish performance expectations and accountability
• Support professional growth, training, and development
• Foster a collaborative, high-performing team culture
• Serve as primary liaison for operational matters across departments
• Partner with Lending, Risk, IT, and other teams to support organizational initiatives
• Ensure alignment between operations and enterprise priorities
• Communicate risks, issues, and opportunities effectively
• Ensure systems and processes are efficient, scalable, and well-documented
• Maintain accuracy and integrity of operational data and reporting
• Anticipate challenges and proactively implement solutions
• Support continuous improvement of member experience operations

Requirements

• Education: Bachelor’s degree preferred
• Experience: 5–10+ years of experience in operations, risk, or member experience functions
• Knowledge & Skills: Strong understanding of financial institution operations and service delivery; knowledge of policies, procedures, and quality control frameworks; strong analytical and problem-solving skills; ability to design and improve operational systems; excellent communication and collaboration abilities; leadership and team development skills; knowledge of regulatory and compliance requirements

Qualifications

• Education: Bachelor’s degree preferred
• Experience: 5–10+ years of experience in operations, risk, or member experience functions

Physical & Work Environment

Primarily office environment. Frequent sitting, typing, and computer use. Travel may be required.

Compliance Commitment

This role requires adherence to organizational policies related to privacy, information security, and regulatory standards.

Additional Expectations

Assumes responsibility for tasks and duties as assigned.