Member Experience Operations Manager

4Front Credit Union | Member Experience | Exempt

This position is not eligible for immigration sponsorship.

This role is required to be in office Tuesday-Thursday.

Salary Range: $85,400 - $118,700

Reporting Structure

• Reports to: Chief Experience Officer (CXO)
• Direct Reports: Member Experience Training & Strategy Specialists, Member Experience Operations Specialist

Position Purpose

The Member Experience Operations Manager is responsible for the design, execution, and continuous improvement of operational systems that support the branch and communication center channels. This role leads the development of policies, procedures, training frameworks, and quality control processes that ensure consistent, efficient, and compliant service delivery. The position serves as a central resource for operational guidance and supports alignment across departments to enhance the overall member experience. Through leadership, process design, and data-driven decision making, this role ensures that member experience operations are scalable, effective, and aligned with organizational goals.

What You'll Do

Operational Strategy & System Design

• 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

Policy, Procedure & Knowledge Management

• 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

Quality Control & Risk Management

• 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

Training Strategy & Execution Alignment

• 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

Performance Monitoring & Continuous Improvement

• 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

Operational Oversight & Channel Support

• 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

Leadership & Team Development

• 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

Cross-Functional Collaboration

• 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

Operational Excellence

• 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

What Success Looks Like

• Operational systems support consistent, efficient, and compliant service delivery
• Policies, procedures, and knowledge resources are clear, accurate, and widely used
• Quality control and audit processes are effective and reliable
• Training programs align with operational needs and performance goals
• Service delivery is consistent across branches and communication center
• Operational metrics show continuous improvement
• Member Experience Operations supports organizational success

Qualifications

Education

Bachelor's degree preferred

Experience

5-10+ years of experience in operations, risk, or member experience functions

Leadership experience required

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

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

This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.

Salary Description

$85,400 - $118,700