Head of Operations & Member Experience Transformation

CUES TRAINING FACILITY; Green Bay (WI); On-site; USD 180,000 - 260,000; Full time

Job summary

Capital Credit Union in Greenbay, Wisconsin, is seeking a Senior Vice President of Operations to serve as a strategic partner to the CIO, translating enterprise strategy into actionable initiatives that strengthen member experiences and optimize non-branch service delivery.

The role oversees the Contact Center, back-office operations, and digital services, driving transformation, efficiency, and governance through KPIs, dashboards, and data-driven decision making.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field; master's preferred.
• Minimum 10 years of progressive leadership experience in credit unions, banks, or financial services operations.
• Executive or senior leadership experience overseeing complex operational functions and leading through organizational change.
• Demonstrated success in improving processes, implementing efficiencies, and driving operational excellence.
• Tech-savvy leadership in digital transformation, service delivery improvements, contact center management, back-office operations, and emerging technologies.

Responsibilities

• Provide executive oversight for the Contact Center, Back Office Support Services, and Digital Services.
• Lead organizational transformation by improving processes, strengthening operational discipline, and increasing efficiency.
• Create greater operational transparency with KPIs, dashboards, and reporting practices that provide visibility into service levels, productivity, operational effectiveness, risk, and opportunities for improvement.
• Advance digital service capabilities and enhance delivery channels to meet evolving member expectations through innovation, automation, and emerging technologies.
• Improve operational effectiveness by identifying opportunities to simplify workflows, reduce complexity, eliminate barriers, and create scalable solutions that support continued growth.
• Partner closely with Technology, Enterprise Risk Management, Branch Operations, and executive leaders to ensure operational strategies align with organizational priorities and member needs.
• Develop, coach, and empower leaders to strengthen ownership, innovation, accountability, and continuous improvement across teams.

Skills

Leadership

Change management

Communication

Strategic thinking

People management

Education

Bachelor's degree in Business Administration, Finance, or related field

Master's degree preferred

Tools

CRM/Contact Center tech

Data analytics

Job description

Capital Credit Union in Greenbay, Wisconsin, is seeking a Senior Vice President of Operations to serve as a strategic partner to the CIO, translating enterprise strategy into actionable initiatives that strengthen member experiences and optimize non-branch service delivery.

The role oversees the Contact Center, back-office operations, and digital services, driving transformation, efficiency, and governance through KPIs, dashboards, and data-driven decision making.