Operations Continuous Improvement - Operations Program Manager - Member Servicing Comms

Golden 1; Sacramento, Northern (CA, KY); Hybrid; USD 85,000 - 92,000; Full time

Job summary

Golden 1 Credit Union in Sacramento (Hybrid) seeks an Operations Program Manager to advance member servicing communications. You will lead process improvements, analyze workflows, and coordinate cross‑functional teams to drive efficiency and service quality.

The role requires 5+ years in project research, analysis, test planning and reporting within a financial institution, a bachelor’s degree, and ideally a project management certification.

Qualifications

• Bachelor’s degree required.
• Equivalent work experience may be considered.
• 5+ years in project research, analysis, test planning and reporting within a financial institution.
• Project management certification preferred.

Responsibilities

• Seeks out process improvement opportunities identified through sources such as committees, business owners, project teams, and proactive discovery.
• Review, analyze and document business unit needs, including workflow and implementation schedules.
• Develop capacity models to understand operational efficiencies and staffing issues.
• Prepare and improve daily/monthly reporting for Senior Management.
• Establish cooperative relationships with departments and third parties to develop process improvements.
• Use data to document unresolved defects and prioritize issues affecting system integrity.
• Recommend business changes and best practices across the industry.
• Lead cross‑functional initiatives to meet credit union goals and make sound decisions.
• Maintain understanding of state and federal laws related to credit union compliance.
• Lead cross departmental projects from concept to implementation with schedules and resources.
• Create and maintain project schedules, monitor milestones and coordinate with Change Control Board.
• Perform research for new products and analyze trends and issues in the industry.
• Assist with testing and validation of system enhancements.
• Maintain confidentiality of documentation and communications.

Skills

Process leadership

Operational excellence

Analytical thinking

Reporting

Education

Bachelor’s Degree from an accredited college or university

Equivalent work experience may be considered

Project management certification preferred

Job description

Job Title: Operations Program Manager - Member Servicing Comms

Status: Exempt

Reports to: Manager - Statements Letters and Notices

Department: Operations Continuous Improvement

Job Code: 4437

Pay Range: $85,100.00 - $92,000.00 Annually

Location: Hybrid in Sacramento, CA

WHO WE ARE:

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE:

You are driven by the chance to improve experiences and create lasting value. You combine operational excellence, project leadership, and analytical thinking to improve workflows, increase efficiency, and support strategic business initiatives that benefit both employees and members.

WHAT YOU'LL DO:

• Seeks out process improvement opportunities identified through a variety of sources- including committees, business owners, project teams, and proactive discovery.
• Review, analyze and create detailed documentation of business unit needs, including workflow, program functions, and implementation schedules.
• Develop capacity models to understand operational efficiencies and potential staffing issues
• Prepare and improve daily/monthly reporting for use by Senior Management
• Establish and maintain cooperative working relationships with other departments and third party service providers as needed to develop process improvements.
• Leveraging data, documenting and communicating unresolved defects so they may be appropriately prioritized for future resolution and elevate potential issues that may affect system integrity.
• Recommend business level changes in reaction to findings including identification of best business practices and solutions offered industry wide.
• Drive new cross functional initiatives to meet credit union goals and make sound decisions in the absence of detailed instructions.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Leads cross departmental projects and coordinates processes as follows: * Works directly with appropriate personnel to understand the process which will result in proof of concept. * Guides projects from original concept to final implementation, while developing schedules, plans, and specifications for time and resource allocation. * Collaborates with business owners to evaluate processes and to define and prioritize opportunities to streamline process, practices, and procedures to ensure service improvement excellence.
• Create and maintain project schedules, monitor milestone completion, provide timely reporting of impacting issues, coordinating actions, resolving conflicts, documenting, prioritizing and tracking (changes, enhancements, etc.), and coordinating with the Change Control Board when impacted.
• Perform research for new products, services, and equipment related to the business unit needs. Also perform business surveys and analyze products, trends, and existing issues in the industry.
• Assist with the testing and validation of system enhancements.
• Maintain confidentiality of documentation and communication to and from management.
• Perform other functions/duties or special requests assigned.

QUALIFICIATIONS AND PREFERENCES:

• Bachelor’s Degree from an accredited college or university required
• Equivalent work experience may be considered
• 5+ years in project research, analysis, test planning and reporting within a financial institution required
• Project management certification preferred

WHY JOIN US:

Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.