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Jobs · Business Development · Massachusetts

Senior Director - Contact Sales & Service (East Coast)

First Tech Federal Credit Union · Chelmsford, MA · 2 wk ago
On-siteBusiness Development$160k–$190k/yrFull-time

About the Role

This position shapes the organization’s service vision and operational strategy for a large, multi-layer contact center serving members' needs. It leads the development of a hospitality-grade service culture where frontline teams are empowered to use sound judgment, recover service effectively, and deliver consistently exceptional member experiences within strong risk and compliance guardrails.

The Senior Director owns the operational health and strategic direction of the East Coast contact center team at scale, running a large, multi-layer operation as a coherent system, and serves as a primary voice for the unified contact center organization across the enterprise. This role reports to the Vice President, Member Contact Center.

Responsibilities

  • Own regional performance at scale across service & sales, quality, people, and cost, running the operation as an integrated system rather than by direct intervention.
  • Set regional operational and strategic direction; shape the operating model; influence enterprise-level decisions affecting the contact center.
  • Lead and develop multiple coaching levels and cohorts; own succession and bench strength across layers; hold the leadership system accountable for outcomes.
  • Orchestrate across Workforce Management, Quality, Training, and related functions at scale, aligning peers to shared member and business outcomes.
  • Serve as a primary enterprise voice for the unified contact center—synthesizing member pain points into high-value insights for shared services and product teams, representing the organization credibly to peer executives.
  • Lead major change and transformation (technology, AI, digital, and integration) across the operation and, where designated, across the unified organization.
  • Champion integrity, compliance, and honest operations as non-negotiable, and build a culture in which raising a control issue is safe and expected.
  • Own retention, engagement, and the earned-hybrid model at scale, administered fairly across on-site and distributed staff.

Requirements

  • 10+ years of demonstrated experience running a large or multi-site contact center operation with full accountability for outcomes, in companies with sharply defined member/customer experience goals and missions (e.g., financial services, high-touch hospitality or retail, concierge health and insurance).
  • 3+ years of experience leading through multiple layers of leadership and building leaders of leaders.
  • Experience representing a function to senior executives and shaping cross-organizational decisions.
  • A record of leading significant change or transformation end to end.
  • Strong matrix-leadership track record at scale.
  • Personal accountability for compliance and controls at scale, including pay-for-performance mechanisms and coaching for safety and soundness.
  • A demonstrated history of high integrity under pressure to deliver performance outcomes.
  • Deep alignment with the credit union's member-first mission and values, and the credibility to carry them into executive forums.

Location

Chelmsford, MA

Pay

$160,000 - $190,000 annually

Schedule

Monday - Friday, 8am - 5pm

Benefits

  • Traditional medical, dental, and vision coverage.
  • Generous 401(k) match.
  • Paid Time Off: Up to 15 days accrued in your first year, plus 40 hours of sick time and 3 personal days (refreshed annually).
  • Paid federal holidays.
  • Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).

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