Senior Director, West Coast Member Experience Ops

First Tech Federal Credit Union; Hillsboro (OR); On-site; USD 160,000 - 217,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) match

Paid time off

Job summary

First Tech Federal Credit Union is seeking a Senior Director to own the operational health and strategic direction of its West Coast contact center, based in Hillsboro, OR and Rocklin, CA. The role leads a 150-person, multi-layer operation, serving as the primary voice for the unified contact center across the enterprise.

The successful candidate will set strategic direction, manage cross-functional teams, and drive performance and transformation in a complex, member-owned, regulated environment.

Qualifications

• 10+ years: Demonstrated experience running a large or multi-site contact center operation with full accountability for outcomes.
• 3+ years: Evidence of leading through multiple layers of leadership and building leaders of leaders.
• Experience representing a function to senior executives and shaping cross-organizational decisions.
• A track record of leading significant change or transformation end to end.

Responsibilities

• Own regional performance at scale across service & sales, quality, people, and cost.
• Set regional operational and strategic direction; influence enterprise-level decisions affecting the contact center.
• Lead and develop multiple coaching levels and cohorts; own succession and bench strength across layers.
• Orchestrate across Workforce Management, Quality, Training, and related functions at scale.
• Serve as a primary enterprise voice for the unified contact center; synthesize member-pain into high-value insights for shared services and product teams.
• Lead major change and transformation (technology, AI, digital, and integration) across the operation and organization.

Skills

Call center leadership

Executive stakeholder mgmt

Change management

Matrix leadership

Multi-site operations

People development

Job description

First Tech Federal Credit Union is seeking a Senior Director to own the operational health and strategic direction of its West Coast contact center, based in Hillsboro, OR and Rocklin, CA. The role leads a 150-person, multi-layer operation, serving as the primary voice for the unified contact center across the enterprise.

The successful candidate will set strategic direction, manage cross-functional teams, and drive performance and transformation in a complex, member-owned, regulated environment.