Head of Member Experience & Operations

First Tech Federal Credit Union; Hillsboro (OR); Hybrid; USD 117,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Paid Time Off: 15 days + 40 hours sick

3 personal days

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking a senior leader to drive delivery and continuous improvement of member experiences across channels, products, and touchpoints. You’ll translate organizational objectives into operational strategies, lead managers, and oversee budgets while fostering collaboration to meet evolving member needs.

You will guide multi-team priorities, use insights to drive initiatives, and partner across functions to optimize processes, digital experiences, and

Qualifications

• Bachelor's degree or 4+ years relevant experience in lieu of degree
• 6+ years of relevant experience with 2+ years in a People Leader role
• Proven ability to lead operational execution and strategic objectives
• Experience analyzing performance metrics and feedback to drive improvement
• Strong leadership, coaching, and cross-functional influence

Responsibilities

• Lead implementation and improvement of member experience programs across channels and touchpoints
• Set operational priorities and performance expectations for multiple teams
• Use insights and performance data to identify opportunities and implement improvements
• Partner with stakeholders to optimize member-facing processes and communications
• Monitor KPIs and drive measurable business outcomes
• Provide direction to managers and staff fostering accountability and service excellence
• Ensure resources, staffing, budgets, and priorities align with goals
• Contribute to development of functional strategies and actionable plans
• Promote a member-focused mindset and drive innovative experiences

Skills

Leadership

People Leadership

Strategic Planning

Communication

Problem Solving

Cross-functional collaboration

Education

Bachelor's degree or 4+ years relevant experience

Job description

First Tech Federal Credit Union is seeking a senior leader to drive delivery and continuous improvement of member experiences across channels, products, and touchpoints. You’ll translate organizational objectives into operational strategies, lead managers, and oversee budgets while fostering collaboration to meet evolving member needs.

You will guide multi-team priorities, use insights to drive initiatives, and partner across functions to optimize processes, digital experiences, and