Senior Principal Partnership Operations

Alliant Credit Union; Chicago (IL); Hybrid; USD 119,000 - 205,000; Full time

Benefits offered by this job

Annual bonus

Work from home up to 3 days a week

Paid parental leave

Employee discount programs

Time off including paid personal and S

11 paid holidays

Job summary

Alliant Credit Union in Chicago offers a hybrid role focused on delivering a seamless member experience across partner programs. You will work with marketing, product, technology, servicing, operations, compliance, risk, and legal to optimize journeys from acquisition through onboarding, engagement, servicing, and retention.

Responsibilities include identifying friction points, designing improvements, and establishing dashboards to track performance.

Qualifications

• Bachelor's degree or higher in business, marketing, operations, finance, information security or related field.
• MBA or related graduate degree preferred.
• Minimum 5 years in operations, customer experience, product/partnership management, or consulting.
• Minimum 3 years leading cross-functional initiatives across product, marketing, digital, and servicing.
• Minimum 5 years documenting processes, journeys, workflows, and business requirements.
• Minimum 5 years analyzing performance data to identify improvements.

Responsibilities

• Own end-to-end member experience across partnership programs.
• Identify friction points and operational gaps across acquisition, onboarding, servicing, retention.
• Develop recommendations and implementation plans to improve experience and partner performance.
• Measure key experience metrics, operational indicators, and outcomes.
• Coordinate with cross-functional teams to align requirements and deliver seamless experiences.
• Lead cross-functional initiatives with EPMO to launch programs.
• Facilitate stakeholder meetings to drive decisions and maintain alignment.
• Ensure readiness of processes, systems, and teams to support programs.
• Design governance, standards, and SLAs for partner programs.
• Establish reporting dashboards for visibility.
• Serve as liaison between internal and external partners.
• Communicate performance, risks, dependencies, and recommendations to leadership.
• Support business case development and strategic initiatives for growth.

Education

Bachelor's Degree in Business Administration, Marketing, Operations Management, Finance, Information Security or related

MBA or related graduate degree

Job description

In this hybrid role based at our Chicago headquarters, you will ensure a seamless end-to-end member experience across Alliant's partner ecosystem. Work cross-functionally with marketing, product, technology, servicing, operations, compliance, legal, analytics, and external partners to identify, optimize, and operationalize member journeys from acquisition through onboarding, engagement, servicing, and retention. Improve operational effectiveness, member satisfaction, and business outcomes across partner programs by applying strategic thinking, data analysis, process improvement, and stakeholder influence.

• Own the end-to-end member experience across partnership programs by documenting, analyzing, and continuously improving member journeys.
• Identify friction points, operational gaps, and customer pain points across acquisition, onboarding, servicing, and retention processes.
• Develop recommendations and implementation plans to improve member experience, operational efficiency, and partner performance.
• Measure key member experience metrics, operational performance indicators, and business outcomes to drive continuous improvement.
• Partner with team such as marketing, product, technology, servicing, operations, compliance, risk, and legal to align requirements and deliver seamless member experiences.
• Coordinate cross-functional initiatives and partner with EPMO to ensure partnership programs launch successfully and operate effectively.
• Facilitate working sessions and stakeholder meetings to resolve issues, drive decision-making, and maintain alignment across teams.
• Manage operational readiness activities, ensuring business processes, systems, communications, and servicing teams are prepared to support new and existing partner programs.
• Design and implement operational standards, documentation, governance processes, and service-level expectations across partner programs.
• Monitor operational performance and partner-specific issues, driving root cause analysis and corrective action plans.
• Establish reporting and dashboard requirements to provide visibility into program performance, member experience, and operational health.
• Serve as a primary operational liaison between internal stakeholders and external partners for program execution and ongoing optimization.
• Communicate program performance, operational risks, dependencies, and recommendations to leadership and partner stakeholders.
• Support business case development, program evaluations, and strategic initiatives related to partnership growth and member engagement.

Education &Years of Experience

• Minimum - 4 Year Bachelors Degree in Business Administration, Marketing, Operations Management, Finance, Information Security or related
• Preferred - Graduate Degree in Business Administration (MBA) or related
• Minimum - 5 Years ofOperations, customer experience, product management, partnership management, consulting, or related
• Minimum - 3 Years ofLeading complex cross-functional initiatives involving multiple stakeholders with a focus in product, marketing, digital and servicing or related
• Minimum - 5 Years ofDocumenting business processes, customer journeys, operational workflows, and business requirements
• Minimum - 5 Years ofAnalyzing operational, customer, and business performance data to identify improvement opportunities

In Lieu of Education

8 Years ofPartnership operations, program management, customer experience, business operations, consulting or related

Typical hiring range: $119,400.00 to $204,600.00 Annually. Actual compensation will be determined using factors such as experience, skills & knowledge.

Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including:

• Annual performance bonus
• Work from home up to 3 days a week
• Paid parental leave
• Employee discount programs
• Time off including paid personal and sick days
• 11 paid holidays

*Note that eligibility and cost of benefits can vary depending on the number of regularly scheduled hours, and job status such as regular full-time, regular part-time, or temporary employment.

*Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

*The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.