The OpportunityWe're seeking a Vice President of Digital Operations to lead the strategy, operation, and growth of Allegacy's digital banking ecosystem. Reporting to the CIO and serving as a key member of the technology leadership team, you'll own the platforms, partnerships, and performance of the channels that power digital banking, online account opening, and conversational (chat and voice) experiences - including strategic partners such as Lumin, Glide, and Glia.
This is an enterprise digital leadership role. You'll set the vision for how Allegacy shows up digitally, architect a fintech ecosystem that creates real market advantage, and put AI to work at scale - from intelligent self-service to agent-assisted and agentic member experiences. You'll build and lead a growing digital operations organization, own the digital budget and partner portfolio, and bring deep fintech fluency: knowing which partners to bet on, how to structure those relationships, and when to build, buy, partner, or walk away.
This role requires a leader who can move seamlessly between executive strategy, fintech market insight, and operational rigor - influencing peers across Retail, Marketing, Lending, Data & Analytics, and Risk, and translating digital strategy into measurable business outcomes. Success here is measured in digital adoption, member growth, satisfaction, reliability, and efficiency - not lines of code.
What You'll OwnDigital Strategy & Channel Leadership- Define and execute Allegacy's multi-year digital channel strategy, aligning digital banking, account opening, and conversational channels with enterprise growth goals and the technology roadmap.
- Own the performance of Allegacy's digital channels end to end - adoption, engagement, conversion, reliability, and member satisfaction - and report results to executive leadership.
- Lead digital roadmap and investment prioritization, balancing member impact, business value, risk, and operational readiness.
- Champion journey redesign across account opening, onboarding, servicing, and everyday banking, eliminating friction and drop-off at scale.
Fintech Ecosystem Strategy & Partnerships- Architect and grow Allegacy's fintech ecosystem as a source of competitive advantage, maintaining a clear point of view on the market, emerging players, and where Allegacy should lead, fast-follow, or pass.
- Drive build, buy, and partner decisions, and structure fintech relationships across the full spectrum - from pilots and revenue-share models to strategic partnerships, CUSO collaborations, and co-investment opportunities.
- Own the fintech partner portfolio end to end, from sourcing and due diligence through commercial negotiation, integration, performance management, renewal, and exit.
- Serve as the executive relationship owner for strategic platform partners such as Lumin, Glide, and Glia, influencing their roadmaps and holding them accountable to service levels and delivery commitments.
- Evaluate and introduce emerging capabilities - embedded finance, open banking and consumer-permissioned data sharing, real-time payments, and digital identity - that expand what members can do.
AI & Digital Innovation- Set the vision and strategy for AI across digital channels, from intelligent self-service and virtual assistants to agent-assisted and increasingly agentic member experiences.
- Partner with the CIO and enterprise AI governance to deploy AI responsibly, with clear guardrails for accuracy, fairness, privacy, and member trust.
- Scale AI and automation across digital operations to reduce manual effort in support, triage, and routine platform work - redeploying capacity to higher-value work.
- Build a culture of experimentation and measurement, piloting, testing, and scaling what works based on data and member feedback.
Fintech Risk, Governance & Compliance- Partner with Information Security, Enterprise Risk, and Compliance to embed third-party risk management into every fintech relationship, from due diligence through ongoing monitoring.
- Ensure digital channels and partners meet regulatory and member-protection expectations, including NCUA and FFIEC guidance, consumer protection, privacy, and accessibility.
- Represent digital operations in enterprise governance forums, including risk, security, and technology committees.
Operational Excellence & Resilience- Establish KPIs, SLAs, and operational metrics that drive reliability, availability, and continuous improvement across digital platforms and partners.
- Oversee incident management, root cause analysis, and problem prevention for member-facing digital services, including vendor-side incidents.
- Partner with Infrastructure, Platform Integrations, and Information Security so the integrations behind the experience stay resilient, secure, and scalable.
- Own the digital operations budget, vendor contracts, and forecasting, maximizing the value of every platform dollar.
Enterprise Leadership & Collaboration- Partner with senior leaders across Retail, Marketing, Lending, Member Experience, Data & Analytics, and Finance to align digital priorities with enterprise strategy.
- Influence strategic decisions by articulating digital trade-offs, risks, and opportunities in business terms for executive leadership and the Board.
- Work with Data & Analytics to turn digital platform data into insight that fuels personalization, decisioning, and growth.
Team Leadership
- Build, lead, and scale a high-performing digital operations organization, including people leaders and senior individual contributors.
- Develop future leaders and grow the capabilities - digital product, partner management, AI, and analytics - the digital ecosystem will require as it expands.
Requirements
What You Bring- 12+ years of progressive experience in digital banking, digital channels, or digital product and operations, including 5+ years in senior leadership roles - ideally in financial services.
- Proven executive ownership of a digital banking platform, account opening ecosystem, or comparable member-facing digital business, with accountability for adoption and growth outcomes.
- Deep fintech expertise, including a strong command of the fintech landscape, partnership and commercial models, and how to evaluate, negotiate, integrate, and scale third-party capabilities.
- A track record of building a fintech partner ecosystem that delivered measurable member and business results.
- Experience leading AI or automation initiatives in member- or customer-facing channels, with the judgment to apply them responsibly and where they create real value.
- Strong command of third-party risk management and regulatory expectations for fintech partnerships in a regulated environment.
- Demonstrated success building and leading multi-layered teams, developing leaders, and managing through growth and change.
- Financial and vendor management acumen, including budget ownership, contract negotiation, and business case development.
- The technical fluency to partner credibly with engineering, integration, and security leaders on APIs, integrations, and platform architecture.
- Executive presence and communication skills, with the ability to influence peers, engage the Board, and translate digital strategy into business outcomes.
Bonus Points If You Have- Direct experience with Lumin (digital banking), Glide (onboarding and account opening), or Glia (conversational chat and voice), or comparable platforms.
- Background in credit unions, including CUSO structures or collaborative credit union fintech models.
- Experience with open banking, consumer-permissioned data sharing, embedded finance, or real-time payments.
- Experience launching conversational AI, virtual assistants, or agentic AI experiences in financial services.
- Familiarity with NCUA, FFIEC, and interagency third-party risk management guidance.
- Exposure to fintech venture, investment, or corporate development activity.
- Experience leading digital product management, journey mapping, or experience design at scale.
- Leadership of Lean, Agile, or continuous improvement practices.
