DIRECTOR OR VICE PRESIDENT REMOTE DELIVERY EXPERIENCE

7 17 Credit Union; Warren (OH); On-site; USD 150,000 - 230,000; Full time

Job summary

7 17 Credit Union is seeking a Director or Vice President for Remote Delivery Experience in Streetsboro, Ohio. You will lead Teleservices, Personal Experience, and Video Services, shaping remote and digital member interactions with a focus on exceptional service and operational excellence.

The role requires strategic leadership, team development, and strong data-driven decision making to balance efficiency, risk, and member experience.

Qualifications

• Strong leadership and people development skills.
• Experience leading remote delivery or contact-center-like operations.
• Ability to analyze performance data and drive improvements.
• Knowledge of operational risk management and information security considerations.

Responsibilities

• Provide strategic leadership to Teleservices, Personal Experience, and Video Services managers.
• Develop and monitor departmental policies, training programs, and performance metrics.
• Coach managers, set goals, and participate in recruitment.
• Oversee budget and cost optimization for Remote Delivery operations.
• Drive technology evaluation and vendor collaboration to improve member experience.
• Ensure safety, security, and disaster recovery procedures are maintained.

Skills

Strategic leadership

People leadership

Data-driven decision-making

Technology awareness

Operational excellence

Education

Bachelor’s degree in business/finance/management

Job description

Director Or Vice President, Remote Delivery Experience - Streetsboro 7 17 Credit Union is looking for an innovative, strategic, and performance-driven leader to serve as our Director or Vice President, Remote Delivery Experience. This position provides leadership and oversight for our Remote Delivery function, including Teleservices, Personal Experience, and Video Services.

This is an opportunity to lead teams that are at the forefront of how our members interact with the Credit Union—while helping shape the future of remote and digital service delivery. The ideal candidate is a strong people leader who combines operational expertise with strategic thinking, data-driven decision-making, technology awareness, and a passion for exceptional member experiences.

What You'll Do

Lead & Develop Teams

• Provide strategic leadership, direction, coaching, and mentoring to the Teleservices, Personal Experience, and Video Services Managers.
• Build a culture of accountability, collaboration, continuous improvement, and exceptional member service.
• Support managers in developing, coaching, and setting goals for assistant managers and team leads.
• Train, mentor, and develop new department managers.
• Participate in interviewing and selection of candidates for positions within the Remote Delivery departments.
• Support performance management and disciplinary processes in partnership with leadership and Human Resources.

Drive Operational Excellence

• Oversee the development and ongoing improvement of operational policies, procedures, training programs, and department practices.
• Monitor and evaluate service levels, member usage, staffing needs, transaction volumes, and operational performance across Remote Delivery channels.
• Analyze trends and data to identify opportunities for cost savings, increased efficiency, improved service, and enhanced member experiences.
• Make recommendations that balance operational efficiency, member experience, risk management, and information security.
• Review and recommend updates to department job descriptions and training programs.
• Ensure department safety, security, and disaster recovery procedures are maintained and reviewed regularly.

Lead Technology & Innovation

• Evaluate emerging technologies and third-party solutions that can improve Remote Delivery capabilities and member service.
• Coordinate vendor demonstrations and collaborate with appropriate Credit Union departments to evaluate potential solutions.
• Develop business cases and recommendations for new technology, services, and process improvements.
• Lead or support technology implementation initiatives that enhance scalability and the member experience.
• Coordinate the installation and implementation of Personal Teller Machines (PTMs), including machine testing, staffing assignments, cash limits, replenishment processes, and employee training.

Support Strategic Growth

• Serve as a strategic partner in developing scalable Remote Delivery strategies to support new branches, markets, and organizational growth.
• Participate in merger and acquisition initiatives as they relate to Remote Delivery integration.
• Recommend changes to policies, procedures, technology, staffing, and processes to support the Credit Union's strategic objectives.
• Help ensure Remote Delivery remains a forward-looking driver of member experience and organizational growth.

Budget & Business Management

• Develop and manage annual personnel and operating expense budgets for the Remote Delivery departments.
• Monitor department expenses and operate within approved budgets.
• Prepare and analyze reports used to evaluate service levels, staffing requirements, member usage, PTM activity, and other key performance indicators.
• Present recommendations and business cases to executive leadership as appropriate.

Member Experience

• Ensure complex member concerns and complaints escalated beyond department managers are addressed promptly and professionally.
• Promote a consistent, high-quality member experience across all Remote Delivery channels.
• Identify opportunities to improve how members access services and interact with the Credit Union.

Why Join 7 17 Credit Union?

At 7 17 Credit Union, we believe financial services should be about more than transactions—we're here to help people improve their lives financially and support the communities we serve.

This role offers the opportunity to make a meaningful impact on how our members experience the Credit Union while helping shape the future of our Remote Delivery strategy.

If you're a forward-thinking leader who enjoys developing people, improving operations, leveraging technology, and creating exceptional member experiences, we'd love to hear from you!

7 17 Credit Union is an Equal Opportunity Employer. All positions may be assigned additional duties and responsibilities as needed, with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Qualifications

What We’re Looking For

We’re looking for a strategic, approachable, and results-driven leader who can balance big-picture thinking with day-to-day operational execution. The ideal candidate will be comfortable leading through change, developing managers, analyzing performance data, evaluating technology and processes, and building solutions that improve both operational efficiency and the member experience.

Education & Experience

• High school diploma or equivalent required.
• Bachelor’s degree in business, finance, management, or a related field preferred.
• A minimum of five years of leadership experience in a financial institution, preferably a credit union, call center, branch, or comparable service operation may be considered in lieu of a bachelor’s degree.
• Equivalent combinations of education and relevant experience may be considered.
• Director level: Minimum of three years of progressive leadership experience in credit unions, banking, financial services, call centers, branch operations, remote delivery, or a related service environment.
• Vice President level: Minimum of five years of progressive leadership experience in credit unions, banking, financial services, call centers, branch operations, remote delivery, or a related service environment.
• Demonstrated experience leading and managing other managers and overseeing multiple teams, departments, or operational functions.
• Experience with performance management, coaching, employee development, goal setting, and accountability.

The Successful Candidate Will Demonstrate

• Strong knowledge of operational management, performance measurement, process improvement, and service delivery.
• Proven ability to analyze operational data, identify trends, evaluate performance, and make informed business recommendations.
• Experience evaluating, implementing, or optimizing technology, processes, and vendor solutions.
• Strong project management, organizational, time management, and prioritization skills.
• Ability to develop and manage budgets and operate within established financial guidelines.
• Excellent written, verbal, interpersonal, and presentation skills, including the ability to communicate complex information clearly to employees, managers, and executive leadership.
• Strong problem-solving, critical-thinking, sound judgment, and decision-making abilities.
• Demonstrated ability to coach, mentor, develop, and hold managers accountable for performance.
• Ability to lead effectively through change and promote a culture of continuous improvement.
• Ability to manage multiple priorities and projects in a fast-paced, evolving environment.
• Strong customer and member service orientation with a commitment to delivering a consistent and exceptional member experience across all Remote Delivery channels.
• Ability to build positive and productive relationships with members, employees, vendors, business partners, and senior leadership.
• Demonstrated teamwork, initiative, creativity, resourcefulness, active listening, attention to detail, and professionalism.
• Ability to maintain strict confidentiality regarding member information, transactions, and Credit Union business.
• Willingness and ability to travel locally, regionally, and nationally as needed.