Summary of Role:The Manager of MSC Digital and VTM leads a 24/7 digital service team responsible for delivering high-touch, high-tech member support through chat, virtual teller machines (VTMs), and web-based platforms. This leader ensures around-the- clock operational excellence, hospitality-focused digital interactions, and development of a high- performing team. Reporting to the Director MSC Voice & Digital, this role is essential in shaping a scalable, seamless digital member experience.
Essential Job Functions/Responsibilities:- Lead and coach Digital Supervisors and their teams to deliver exceptional 24/7 digital member service, ensuring a hospitality-forward culture focused on connection, responsiveness, and personalization.
- Oversee and enhance digital platforms-including chat systems, VTM software, and AI-powered tools-by collaborating with cross-functional teams and leveraging AI, automation, and data analytics to improve member experiences and forecast service demand.
- Monitor and interpret performance metrics (SLAs, KPIs, MSAT, NPS), adjusting strategies to meet quality and service standards and conducting root cause analysis using structured and unstructured data to resolve service disruptions.
- Plan and execute staffing models, coverage strategies, and scheduling across shifts to ensure operational continuity and support voice channel operations through cross-training and shared resource planning.
- Act as the senior escalation point for complex digital or technical service issues, ensuring compliance with regulatory requirements (e.g., FFIEC, GLBA), cybersecurity protocols, and audit standards.
- Maintain audit-ready documentation and participate in risk assessments and penetration testing to uphold security and compliance.
- Represent the digital channel in enterprise planning, advocating for member and employee needs across organizational initiatives.
- Champion a scalable, seamless digital member experience by aligning operational excellence with high-tech, high-touch service principles.
- Ensure continuous improvement in digital service outcomes through data-driven decision-making and strategic leadership
Minimum Job Qualifications:- 5+ years of experience in digital banking, remote service, or contact center leadership, including 2+ years in a management role.
- Bachelor's degree from an accredited institution or equivalent experience required.
- Proven ability to lead high-performing teams in a 24/7 operational setting.
- Deep understanding of digital platforms and tools, with a focus on member experience.
- Strong leadership, analytical, and communication skills.
- Experience with digital banking applications and chat platforms preferred.
Compensation: $72,182 - $88,423, plus a competitive benefits package
Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.
