Senior Manager of Service Delivery, Marlboro or Chelmsford, MA or Hillsboro, OR. Hybrid, Full-Time

About the role

The Senior Manager, Branch Operations is responsible for leading and optimizing the operational infrastructure that enables First Tech’s branch network to deliver consistent, compliant, and exceptional member experiences. Reporting to the Director of Service Delivery Operations, this role oversees critical operational domains including but not limited to physical branch locations, cash management and branch equipment, all while ensuring operational excellence, risk mitigation and scalability across the full branch footprint.

Responsibilities

• Provides operational leadership and strategic partnership for branch operations, ensuring alignment with First Tech’s service standards, compliance requirements and member experience goals
• Oversees operational performance across branch physical locations, cash handling and equipment (inclusive of ATM’s, Cash Recyclers…), identifying risks, inefficiencies, and opportunities for improvement
• Manages all aspects of branch cash operations, including forecasting, controls and vendor relationships, to ensure accuracy, security, compliance, and cost efficiency
• Leads operational readiness and ongoing support for branch facilities, including openings, closures, remodels, safety, and facility standards, in partnership with Facilities and Branch Leadership
• Promotes standardized operating procedures, audit readiness practices and operational controls across all branch locations
• Directs vendor activities related to branch facilities, cash services, armored carriers, equipment maintenance and operational services
• Analyzes operational data, audit results, incident trends and performance metrics to drive root cause analysis and corrective action
• Ensures compliance with applicable regulations, internal policies and operational risk standards related to branch operations and cash handling
• Develops and maintains operational documentation, reference materials and communications to ensure consistency and clarity across the branch network

Requirements

• Proven ability to drive major improvements in service strategy & delivery, employee readiness, and operational efficiency
• Strong expertise in experience optimization & strategy, service operations, and front line enablement
• Skilled in partnering with various external enterprise teams with the ability to influence prioritization and drive results
• Exceptional communication, with a track record of influencing senior leaders and mobilizing large teams
• Data-driven decision maker with strong knowledge of service metrics and performance management
• Demonstrated success leading teams through transformation, modernization, and continuous improvement

Qualifications & Skills

• 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: 6+ years of relevant experience, 2+ years as a People Leader
• Proven ability to drive major improvements in service strategy & delivery, employee readiness, and operational efficiency
• Strong expertise in experience optimization & strategy, service operations, and front line enablement
• Skilled in partnering with various external enterprise teams with the ability to influence prioritization and drive results
• Exceptional communication, with a track record of influencing senior leaders and mobilizing large teams
• Data-driven decision maker with strong knowledge of service metrics and performance management
• Demonstrated success leading teams through transformation, modernization, and continuous improvement

Benefits

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.

Pay

$116,500 - $140,000 / year

Schedule

Monday - Friday 8-5 (40 hours)