AI-Driven Digital Operations Lead

People Driven Credit Union; New Marlborough (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

People Driven Credit Union (PDCU) seeks a Digital Operations Team Lead to support its evolving AI-enabled member interaction technologies. The role focuses on monitoring performance, analyzing data, and driving smarter workflows to improve efficiency and service delivery.

The ideal candidate has strong problem-solving skills, experience in analytics and digital banking, and a track record leading teams to resolve complex member issues.

Qualifications

• Minimum 3 years of customer service experience in a full-service financial institution.
• Minimum of 1 year of experience as team lead or equivalent, including handling escalated concerns.
• Experience with reporting, business intelligence, AI, digital banking, contact-center, or knowledge-management tools.
• High School Diploma or equivalent; Associate's Degree in business, communications, or data analytics preferred.

Responsibilities

• Support ongoing operation, monitoring, and optimization of PDCU's and digital member interaction technologies.
• Monitor system performance, interaction outcomes, workflows, and KPIs to identify trends, issues, and opportunities.
• Conduct ongoing reviews of system performance and recommend updates or enhancements based on data, member interactions, team feedback, and operational needs.
• Serve as a knowledgeable resource regarding system functionality, processes, workflows, and established procedures.
• Coordinate with technology vendors and internal stakeholders to investigate issues, communicate needs, and support resolution of system concerns.
• Monitor escalated member interactions for quality, accuracy, professionalism, and appropriate resolution.
• Personally assist with highly complex, sensitive, or escalated member situations when necessary.
• Analyze system reports, member interaction data, team feedback, and operational trends to identify opportunities for improvement.
• Develop and present recommendations to management regarding system functionality, knowledge content, workflows, automation, and operational processes.
• Provide first-level coaching and guidance to team members to reinforce established processes, service expectations, and effective use of technology.

Skills

Customer service

Team leadership

Data analytics

Business intelligence

AI tools

Digital banking

Knowledge management

Contact center tools

Education

High School Diploma or equivalent

Associate's Degree in business, communications, or data analytics

Job description

People Driven Credit Union (PDCU) seeks a Digital Operations Team Lead to support its evolving AI-enabled member interaction technologies. The role focuses on monitoring performance, analyzing data, and driving smarter workflows to improve efficiency and service delivery.

The ideal candidate has strong problem-solving skills, experience in analytics and digital banking, and a track record leading teams to resolve complex member issues.