Head of Frontline Experience & Training

First Tech Federal Credit Union; Hillsboro (OR); On-site; USD 164,000 - 197,000; Full time

Benefits offered by this job

Medical benefits

401(k) match

Paid time off

Paid holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union seeks a senior leader to drive frontline capability by shaping experience training, quality, knowledge, and career development programs. You will partner across Operations, Experience, Compliance, and Product to align learning with member-first service and regulatory requirements.

The role emphasizes building scalable enablement ecosystems, leveraging quality data and workforce insights to raise service excellence and readiness across channels.

Qualifications

• Deep knowledge of adult learning principles and multi-modal delivery.
• Experience leading training, quality, knowledge management, readiness, or frontline enablement functions.

Responsibilities

• Lead frontline capability development programs across service channels.
• Develop and evolve enterprise training strategy aligned with priorities and standards.
• Oversee design, delivery, and effectiveness of learning programs for staff and member outcomes.
• Establish quality frameworks reinforcing service standards and compliance.
• Partner with multiple enterprise leaders to align learning with business objectives.

Skills

Adult learning

Instructional design

Change management

Leadership

Regulatory compliance

Education

Bachelor's degree in Business/Related field

Master's degree preferred

Job description

First Tech Federal Credit Union seeks a senior leader to drive frontline capability by shaping experience training, quality, knowledge, and career development programs. You will partner across Operations, Experience, Compliance, and Product to align learning with member-first service and regulatory requirements.

The role emphasizes building scalable enablement ecosystems, leveraging quality data and workforce insights to raise service excellence and readiness across channels.