AI-Driven Digital Operations Lead

People Driven Credit Union; Southfield (MI); On-site; USD 90,000 - 130,000; Full time

Job summary

People Driven Credit Union is seeking a Digital Operations Team Lead to oversee AI-enabled member interaction technologies, monitor performance, and drive efficiency. The role focuses on analytics, process improvements, and operational leadership within a financial services context.

The ideal candidate brings experience in customer service and team leadership, with familiarity in BI, AI, digital banking, and knowledge-management tools. A robust, member-centric approach is essential for success.

Qualifications

• Minimum 3 years of customer service in a full-service financial institution.
• Minimum 1 year of experience as team lead or equivalent.
• Experience with reporting, business intelligence, AI, digital banking, contact-center, or knowledge-management tools.

Responsibilities

• Support the ongoing operation, monitoring, and optimization of PDCU's AI-enabled member interaction technologies.
• Monitor system performance, interaction outcomes, workflows, and KPIs to identify trends, issues, and opportunities.
• Coordinate with technology vendors and internal stakeholders to investigate issues, communicate needs, and support resolution of system concerns.
• Provide first-level coaching and guidance to team members to reinforce established processes, service expectations, and effective use of technology.
• Analyze system reports, member interaction data, team feedback, and operational trends to identify opportunities for improvement.

Skills

Customer service

Team leadership

Data analytics

Education

High School Diploma or equivalent

Associate's Degree in business/communications/data analytics

Tools

Business intelligence tools

AI systems

Knowledge management tools

Digital banking platforms

Job description

People Driven Credit Union is seeking a Digital Operations Team Lead to oversee AI-enabled member interaction technologies, monitor performance, and drive efficiency. The role focuses on analytics, process improvements, and operational leadership within a financial services context.

The ideal candidate brings experience in customer service and team leadership, with familiarity in BI, AI, digital banking, and knowledge-management tools. A robust, member-centric approach is essential for success.