Manager, Email & Digital Contact Center Operations

Golden 1 Credit Union; Sacramento (CA); On-site; USD 103,000 - 105,000; Full time

Job summary

Golden 1 Credit Union is seeking a Manager - Contact Center Operations to lead the Email, Chat and Digital Team within the Member Service Contact Center. The role reports to the Director of the Member Service Contact Center and oversees policy adherence, coaching, and cross-functional coordination across departments.

You will drive performance, ensure regulatory compliance, and cultivate a high-performance culture focused on delivering exceptional member outcomes and service quality.

Qualifications

• Bachelor's degree or equivalent work experience.
• 7+ years progressively responsible contact center or production management in a service environment.
• 3+ years additional experience leading a contact center or retail team in a production environment.

Responsibilities

• Coach and develop direct reports to achieve service and member satisfaction goals.
• Directly manage HR processes for all direct reports, including appraisals, disciplinary actions, development plans, training, interviews, incentive payouts and calculations.
• Maintain compliance with applicable state and federal laws and regulations related to contact center and credit union operations.

Skills

Strategic leadership

People management

Operations management

Workforce management

Regulatory compliance

Cross-functional collaboration

Education

Bachelor's degree (related field)

Job description

Golden 1 Credit Union is seeking a Manager - Contact Center Operations to lead the Email, Chat and Digital Team within the Member Service Contact Center. The role reports to the Director of the Member Service Contact Center and oversees policy adherence, coaching, and cross-functional coordination across departments.

You will drive performance, ensure regulatory compliance, and cultivate a high-performance culture focused on delivering exceptional member outcomes and service quality.