REMOTE DELIVERY EXPERIENCE MANAGER

7 17 Credit Union; Streetsboro (OH); On-site; USD 75,000 - 105,000; Full time

Job summary

7 17 Credit Union in Streetsboro, OH is seeking a Remote Delivery Experience Manager to lead three remote delivery units—Video Services, Teleservices, and Personal Experience—ensuring exceptional member service. You will oversee staffing, coaching, compliance, and operational effectiveness across all channels.

You will drive staffing plans, cross-training, and performance management while fostering a strong culture of service, ethical sales, and teamwork in a dynamic financial services

Qualifications

• Minimum of 3 years of Credit Union or related financial services experience, preferably involving new accounts and lending.
• Minimum of 2 years of supervisory or leadership experience with direct responsibility for employee performance.
• Experience with at least one remote delivery channel (contact center operations, video banking, or ATM/ITM operations).
• Ability and willingness to learn and manage the remaining remote delivery channels.

Responsibilities

• Lead and manage Video Service Representatives, Teleservices Representatives, and Personal Experience Representatives.
• Coach and develop employees to promote strong performance and career growth.
• Conduct employee reviews, scorecards, and performance evaluations.
• Ensure compliance with policies and training requirements.
• Develop staff schedules across three business units to ensure coverage.
• Oversee and optimize three remote delivery platforms (Video, Telephony, Personal Experience) for service quality and efficiency.

Skills

Leadership

Communication

Customer service

Time management

Problem solving

Team development

Education

High school diploma or equivalent

Associate's degree or higher

Job description

Remote Delivery Experience Manager - Streetsboro, Oh

Our Mission

At 7 17 Credit Union, we help people improve their lives financially and support the communities we serve.

About The Role

We are looking for an experienced and service-focused Remote Delivery Experience Manager to lead the daily operations of three remote delivery business units at our Streetsboro location: Video Services, Teleservices, and Personal Experience.

In this leadership role, you will oversee team members across all three areas, ensuring members receive exceptional, consistent service across every remote delivery channel. You will be responsible for staffing, coaching, employee development, performance management, service levels, compliance, and operational effectiveness.

This is an exciting opportunity for a leader who enjoys working at the intersection of people, technology, member service, and financial services.

What You'll Do

Leadership & Team Development

• Lead and manage Video Service Representatives, Teleservices Representatives, and Personal Experience Representatives.
• Coach, develop, motivate, and evaluate employees to promote strong performance and career growth.
• Conduct employee reviews, scorecards, mystery shops, and annual performance evaluations.
• Provide employee counseling and discipline in accordance with Credit Union policies and applicable collective bargaining requirements.
• Assist with interviewing candidates and supporting the onboarding and probationary evaluation process.
• Ensure employees complete required compliance and developmental training.
• Build a strong culture focused on exceptional member service, relationship development, and ethical sales practices.

Operations & Service Excellence

• Direct the daily operations of all three remote delivery functions.
• Coordinate staffing and cross-training to meet established service levels.
• Monitor performance and identify opportunities to improve efficiency, service quality, and member experience.
• Establish and communicate department goals and monitor progress against established performance measures.
• Recommend improvements to procedures, processes, technology, and department development.
• Handle complex member concerns and complaints by working directly with members to resolve issues.

Staffing & Scheduling

• Develop staff schedules across all three business units to ensure appropriate coverage.
• Use appointment scheduling, video engagement activity, call volume forecasting, and drive-up transaction patterns to determine staffing needs.
• Monitor and address issues related to payroll, overtime, time-off, and staffing.
• Serve as the on-site leadership presence for the Streetsboro location and coordinate with Lending leadership regarding shared facility, security, scheduling, and workspace needs.

Remote Delivery Technology

You will oversee and become proficient in several key remote delivery platforms, including:

Video Services

• Manage the Eltropy video banking platform, including video, audio, live chat, text messaging, co-browsing, screen sharing, and document exchange/signing.
• Support members as they transition between service channels.
• Identify workflow improvements that reduce handle time while maintaining service quality.

Teleservices

• Direct contact center operations, including queue management, service levels, abandonment monitoring, call routing, and overflow/after-hours coverage.
• Maintain proficiency with the Mitel contact center platform, including routing configuration, call recording, quality monitoring, and reporting.

Personal Experience

• Oversee video teller services delivered through the drive-through ITM network.
• Monitor ITM/ATM operations, including machine status, cash and coin levels, dispenser and depository performance, and maintenance needs.
• Analyze ATM/ITM reporting related to transaction volume, downtime, cash and coin efficiency, and settlement.
• Recommend adjustments to cash ordering and load schedules.

Compliance & Risk Management

• Ensure department activities comply with Credit Union policies, procedures, and established controls.
• Maintain appropriate standards related to member identification, account information, loan documentation, and member privacy.
• Maintain strict confidentiality of member transactions, employee information, and Credit Union business.

Why Join 7 17 Credit Union?

At 7 17 Credit Union, you'll have the opportunity to make a meaningful impact on both our members and our employees. This position plays an important role in shaping how members experience the Credit Union through innovative remote delivery channels while developing a high-performing team.

If you're an experienced financial services leader who enjoys developing people, improving processes, embracing technology, and delivering an exceptional member experience, we'd love to hear from you.

7 17 Credit Union is an equal opportunity employer.

Qualifications

What We're Looking For

Required Education

• High school diploma or equivalent required.
• Associate's degree or higher in a related field or significant related experience preferred.

Required Experience

• Minimum of 3 years of Credit Union or related financial services experience, preferably involving new accounts and lending.
• Minimum of 2 years of supervisory or leadership experience with direct responsibility for employee performance.
• Demonstrated experience in at least one remote delivery channel, such as:
• Contact center operations
• Video banking
• ATM/ITM operations
• Ability and willingness to learn and manage the remaining remote delivery channels.

Skills & Qualifications

The ideal candidate will demonstrate:

• Strong customer service and relationship-building skills.
• Leadership ability and a commitment to employee development.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Effective time management and organizational skills.
• Attention to detail and sound judgment.
• Professionalism and the ability to work effectively with employees, members, vendors, and leadership.
• Ability to manage multiple priorities and business units simultaneously.
• Ability to remain calm and effective in a fast-paced environment.
• Creativity, initiative, resourcefulness, and a collaborative team approach.
• Ability to learn and become proficient in multiple technology platforms and systems.