Director, Consumer Operations & Digital Experience

ACCESSbank; Omaha (NE); On-site; USD 120,000 - 180,000; Full time

Job summary

ACCESSbank in Omaha seeks a Director of Consumer Operations to lead client experience across branches, digital channels, and centralized support. You will drive strategic improvements and scale service standards with a strong focus on omni-channel delivery.

The role requires 10+ years in banking and 5+ years in leadership, plus experience with digital banking, vendor management, and regulatory compliance. Join a trusted, community-focused bank committed to growth and exceptional service.

Qualifications

• Bachelor’s degree in business, finance, operations, technology, or related field preferred.
• Ten or more years of progressive experience in banking, financial services, digital banking, client service operations, contact-center operations, or a related environment preferred.
• Five or more years of leadership experience, including responsibility for employee development, performance management, resource planning, and organizational change.
• Demonstrated experience leading digital service, client support, operational, or contact-center functions.
• Strong understanding of retail banking, deposit products, digital banking, client service, fraud prevention, disputes, operational risk, and regulatory expectations.

Responsibilities

• Develop and execute strategies that enhance the client experience across service and delivery channels.
• Champion service strategies and delivery models that elevate the client experience across branches, remote channels, and emerging service platforms.
• Provide direct leadership and oversight of the Digital Branch, ITM operations, and Client Contact Center, ensuring consistent service delivery and alignment with standards.
• Evaluate the end-to-end client journey and partner across departments to remove friction, improve coordination, and enhance service quality.
• Promote adherence to established service standards, escalation protocols, and quality expectations across all client-facing and support functions.
• Lead department-level project management and implementation for digital banking initiatives and other operational programs, including prioritization, testing, training, and stabilization.
• Monitor trends involving client complaints, service disruptions, fraud activity, disputes, operational losses, and control exceptions; identify root causes and drive resolution.

Skills

Leadership

Client service

Digital banking

Operations management

Project management

Vendor management

Education

Bachelor's degree in business/finance/operations/technology

Job description

ACCESSbank in Omaha seeks a Director of Consumer Operations to lead client experience across branches, digital channels, and centralized support. You will drive strategic improvements and scale service standards with a strong focus on omni-channel delivery.

The role requires 10+ years in banking and 5+ years in leadership, plus experience with digital banking, vendor management, and regulatory compliance. Join a trusted, community-focused bank committed to growth and exceptional service.