Remote Member Experience Platform Manager

Firefighters First Credit Union; United States; Remote; USD 112,000 - 125,000; Full time

Benefits offered by this job

Fully paid Health benefits

401k with match

Education reimbursement

Job summary

Firefighters First Federal Credit Union is seeking a Member Experience Platform Manager to optimize member interactions across our contact center and digital channels. You will own IVR/IVA flows and multichannel routing, driving improvements in containment, experience, and efficiency.

You will lead platform administration, design analytics dashboards, and coordinate cross-functional efforts to enhance service levels and adoption of digital engagement tools.

Qualifications

• Bachelor's degree required.
• Three or more years of technical or operational experience, preferably within a financial institution.
• Strong skills in data visualization, statistical analysis, reporting, and performance analytics.
• Experience with IVR platforms, digital engagement channels, call routing systems, and multichannel contact center environments.
• Experience analyzing operational performance metrics and identifying opportunities to improve service levels, channel effectiveness, and member experience outcomes.

Responsibilities

• Managing and optimizing member-facing contact center technologies, digital engagement platforms, and interaction channels to support service excellence, member satisfaction, and operational performance.
• Designing, configuring, and maintaining IVR/IVA experiences and multichannel routing strategies, including skill-based routing, queue prioritization, and self-service optimization to improve member containment and experience.
• Managing contact center platform administration (e.g., telephony, text, chat, and video), including configuring systems, testing solutions, deploying enhancements, and integrating capabilities across interaction channels.
• Serving as the primary triage point for contact center system issues, leading root cause analysis, and coordinating resolutions across IT, vendors, and internal operations.
• Developing and maintaining reporting, dashboards, and performance analytics across multichannel operations to identify trends, surface optimization opportunities, and inform operational and strategic decisions.

Skills

Data visualization

Statistical analysis

Performance analytics

IVR platforms

Digital engagement channels

Call routing systems

Multichannel contact center

Operational performance metrics

Education

Bachelor's degree

Tools

RingCentral EX/CX

Calabrio WFM/QM

Eltropy

Job description

Firefighters First Federal Credit Union is seeking a Member Experience Platform Manager to optimize member interactions across our contact center and digital channels. You will own IVR/IVA flows and multichannel routing, driving improvements in containment, experience, and efficiency.

You will lead platform administration, design analytics dashboards, and coordinate cross-functional efforts to enhance service levels and adoption of digital engagement tools.