Senior Director, Frontline Experience & Capability Training

First Tech Federal Credit Union; Hillsboro (OR); Hybrid; USD 164,000 - 197,000; Full time

Benefits offered by this job

Traditional medical, dental, andVision

Generous 401(k) match

Paid Time Off

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union seeks a strategic Learning & Development leader to shape frontline capability programs across service channels. You will collaborate with Operations, Experience, Product, Compliance, and Workforce Management to align training with business priorities and regulatory requirements.

You will drive program design, measurement, and continuous improvement to elevate member experiences and workforce readiness.

Qualifications

• Bachelor’s degree in Business, Organizational Development, Learning & Development, Education, Human Resources, or a related field required; Master’s degree preferred.
• 10+ years of progressively responsible experience in learning and development, including significant leadership experience managing leaders and multi-functional teams.

Responsibilities

• Lead the strategy and execution of frontline capability development programs that build technical expertise, consultative service skills, emotional intelligence, and long-term career growth across service channels.
• Develop and evolve the enterprise experience training strategy, ensuring learning programs align with organizational priorities, member expectations, and service excellence standards.
• Oversee the design, delivery, and effectiveness of sales, service, and advisory learning programs that improve employee capability, confidence, proficiency, and member outcomes.
• Establish and maintain quality frameworks that reinforce service standards, regulatory compliance, empathy, accuracy, and proactive problem solving across frontline interactions.
• Partner with Operations, Member Experience, Product, Compliance, Workforce Management, and other enterprise leaders to align learning and capability-building efforts with business objectives.
• Drive integration across Experience Training, Readiness, Quality, and Knowledge Management functions to create a seamless frontline enablement ecosystem.
• Leverage insights from quality evaluations, member feedback, operational performance data, and workforce measures to identify capability gaps and inform learning and performance improvement strategies.
• Ensure frontline employees have timely access to accurate, relevant knowledge resources that support effective service delivery and decision-making.
• Establish performance measures, reporting frameworks, and effectiveness assessments that evaluate learning outcomes, knowledge adoption, service consistency, and organizational readiness.
• Lead, develop, and inspire leaders and teams responsible for training, quality, and knowledge management, fostering accountability, innovation, collaboration, and continuous improvement.
• Translate strategic priorities into capability-building initiatives that strengthen workforce readiness, accelerate proficiency, and improve long-term service performance.
• Embed regulatory, risk, and control requirements into frontline capability programs to support compliance, resilience, and sustainable organizational growth.

Job description

First Tech Federal Credit Union seeks a strategic Learning & Development leader to shape frontline capability programs across service channels. You will collaborate with Operations, Experience, Product, Compliance, and Workforce Management to align training with business priorities and regulatory requirements.

You will drive program design, measurement, and continuous improvement to elevate member experiences and workforce readiness.