Digital Operations Team 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

Description

Are you People Driven? Do you enjoy forward thinking and problem solving? People Driven Credit Union (PDCU) is seeking a Digital Operations Team Lead to support our evolving AI-enabled member interaction technologies. This is an opportunity for a curious, analytical problem-solver who enjoys exploring how technology works, interpreting data, and finding ways to make processes smarter, more efficient, and more effective.

About People Driven Credit Union:

At People Driven Credit Union, we build strong relationships with our members and community with the goal to strengthen the financial well-being of those we serve. Our members have been at the core of who we are for over 90 years. People Driven believes in mutual success built on cultivation of long-term team member, member and vendor relationships. Embrace a culture that celebrates member-centricity and excellence, providing you with the motivation to excel every day!

Why join People Driven Credit Union?

• Employer paid medical, dental and vision for you and a low cost to add family members!


• Additional benefits including an employer sponsored 40lK program, vacation and personal time off!


• Federal holidays off with pay!


• A wellness program including fitness and wellbeing program reimbursements!


• To learn more about PDCU go to our website at https://www.peopledrivencu.org

A Day in the Life:

The Digital Operations Team Lead provides advanced operational, analytical, and day-to-day support for PDCU's AI-enabled member interaction systems and related technologies. This position plays a key role in monitoring system performance, analyzing operational and member interaction data, identifying trends and opportunities, and developing recommendations for system, workflow, and process improvements.

The Digital Operations Team Lead serves as a resource to management, team members, internal departments, and technology partners by providing insight into system performance and recommending changes that improve efficiency, accuracy, automation, and service delivery. The Lead may assist with testing and implementation of approved system enhancements and helps ensure changes are effectively incorporated into day-to-day operations.

Essential Duties and Responsibilities -

• Support the ongoing operation, monitoring, and optimization of PDCU's and digital member interaction technologies.


• Monitor system performance, interaction outcomes, workflows, and key performance indicators 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 the 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.

Requirements

Education

• High School Diploma or equivalent.


• Associate's Degree in business, communications, or data analytics or the equivalent combination of education, training and experience in the financial industry preferred.

Experience

• Minimum 3 years of customer service experience in a full-service financial institution required.


• 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.