Director, Contact Center & Member Experience

Arise Financial; Rockland (MA); Hybrid; USD 115,000 - 130,000; Full time

Benefits offered by this job

Hybrid work from home flexibility

Competitive pay

401(k) plan with employer match

Tuition reimbursement

Paid time off

Job summary

Arise Financial, launching a new brand, seeks a Director of Contact Center to lead strategy, people, and operations shaping member experience across channels.

You will build high-performing teams, drive service excellence, and partner across IT, Digital, Operations, Marketing, Lending, and Retail to enhance technology, processes, and support capabilities. This role offers hybrid work and a strong commitment to employee growth and community impact.

Qualifications

• Proven success leading high-volume contact center operations and developing high-performing teams.
• Strong knowledge of contact center operations, workforce management, quality assurance, and service delivery.
• Experience with contact center technology, CRM platforms, telephony systems, and digital channels.

Responsibilities

• Lead, coach, and develop Contact Center leaders and employees with clear performance expectations and service standards.
• Direct daily operations across phone, digital, and other service channels ensuring compliant, member-focused service.
• Monitor metrics to identify trends and drive performance improvements.
• Oversee QA, call monitoring, coaching, training, knowledge management, and escalation processes.
• Use feedback and trends to identify gaps and opportunities to improve the member experience.
• Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance technology and processes.
• Evaluate and implement automation, AI, and self-service solutions to improve efficiency.
• Ensure policies, security practices, and regulatory requirements are maintained.
• Manage staffing, budget, vendors, and resources to support objectives.
• Lead process improvement and change initiatives across products, systems, and workflows.
• Support risk management, audits, and regulatory examinations.

Skills

Leadership

People management

Operations excellence

Data analysis

Education

Bachelor’s degree in Business Administration, Finance, Management, Communications, or related field

Tools

CRM systems

Telephony systems

Workforce management tools

Digital service channels

Job description

Arise Financial, launching a new brand, seeks a Director of Contact Center to lead strategy, people, and operations shaping member experience across channels.

You will build high-performing teams, drive service excellence, and partner across IT, Digital, Operations, Marketing, Lending, and Retail to enhance technology, processes, and support capabilities. This role offers hybrid work and a strong commitment to employee growth and community impact.