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.

This position will focus on providing the employee experience needed to enhance customer relationships, use of technology and AI to improve efficiency and ensure strong risk management, compliance and operational control.

KEY RESPONSIBILITIES: (This section contains a description of the duties and responsibilities assigned to the job; also referred to as the essential functions. They describe the fundamental nature of the job which occupies a large proportion of the employee's time.

Contact Center & Digital Support Leadership

• 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

• Own the contact center technology platform across the enterprise
• 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)

Work is performed in a normal office environment. Noise levels are usually moderate.
May also involve travel to customers and property locations.

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.

This job description may not be all-inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.

Pay Details:

$123,900 - $177,000 / annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank's Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.