Senior Vice President of Operations

CUES TRAINING FACILITY; Green Bay (WI); On-site; USD 180,000 - 260,000; Full time

Job summary

Capital Credit Union in Greenbay, Wisconsin, is seeking a Senior Vice President of Operations to serve as a strategic partner to the CIO, translating enterprise strategy into actionable initiatives that strengthen member experiences and optimize non-branch service delivery.

The role oversees the Contact Center, back-office operations, and digital services, driving transformation, efficiency, and governance through KPIs, dashboards, and data-driven decision making.

Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field; master's preferred.
• Minimum 10 years of progressive leadership experience in credit unions, banks, or financial services operations.
• Executive or senior leadership experience overseeing complex operational functions and leading through organizational change.
• Demonstrated success in improving processes, implementing efficiencies, and driving operational excellence.
• Tech-savvy leadership in digital transformation, service delivery improvements, contact center management, back-office operations, and emerging technologies.

Responsibilities

• Provide executive oversight for the Contact Center, Back Office Support Services, and Digital Services.
• Lead organizational transformation by improving processes, strengthening operational discipline, and increasing efficiency.
• Create greater operational transparency with KPIs, dashboards, and reporting practices that provide visibility into service levels, productivity, operational effectiveness, risk, and opportunities for improvement.
• Advance digital service capabilities and enhance delivery channels to meet evolving member expectations through innovation, automation, and emerging technologies.
• Improve operational effectiveness by identifying opportunities to simplify workflows, reduce complexity, eliminate barriers, and create scalable solutions that support continued growth.
• Partner closely with Technology, Enterprise Risk Management, Branch Operations, and executive leaders to ensure operational strategies align with organizational priorities and member needs.
• Develop, coach, and empower leaders to strengthen ownership, innovation, accountability, and continuous improvement across teams.

Skills

Leadership

Change management

Communication

Strategic thinking

People management

Education

Bachelor's degree in Business Administration, Finance, or related field

Master's degree preferred

Tools

CRM/Contact Center tech

Data analytics

Job description

Senior Vice President of Operations

Capital Credit Union

Greenbay, WI

USA

Position Description

SENIOR VICE PRESIDENT OF OPERATIONS
Capital Credit Union
$2.7B Assets
Greenbay, WI

Where Operational Excellence Meets People-Centered Leadership

The Opportunity
Capital Credit Union (Capital CU) is seeking a Senior Vice President of Operations to serve as a strategic leader, change catalyst, and operational partner to the Chief Information Officer (CIO). This executive will play a critical role in translating enterprise strategy into execution by strengthening operational effectiveness, enhancing the member experience, and optimizing non-branch service delivery across the organization.

Contributing to Capital CU's long-term success, this leader will ensure operational continuity, enhance execution and service delivery, and foster future capabilities. The ideal candidate possesses the unique ability to maintain a strategic overview while managing operational details—uncovering opportunities, eliminating obstacles, optimizing processes, and converting high-level strategies into quantifiable outcomes.

As a Certified Caring Workplace, Capital CU seeks a leader who understands that sustainable transformation happens through people. The successful candidate will build trust, communicate transparently, and develop leaders while creating accountability and momentum for change.

What You Will Do

Provide executive oversight for the Contact Center, Back Office Support Services (Payments, Wires, ACH, Fraud, Cards, and Deposit Operations for both Business and Consumer Members), and Digital Services.
Lead organizational transformation by improving processes, strengthening operational discipline, and increasing efficiency across critical member-facing and support functions.
Create greater operational transparency and accountability by establishing meaningful key performance indicators (KPIs), dashboards, and reporting practices that provide visibility into service levels, productivity, operational effectiveness, risk, and opportunities for improvement.
Advance digital service capabilities and enhance delivery channels to meet evolving member expectations through innovation, automation, and emerging technologies.
Improve operational effectiveness by identifying opportunities to simplify workflows, reduce complexity, eliminate barriers, and create scalable solutions that support continued growth.
Partner closely with Technology, Enterprise Risk Management, Branch Operations, and executive leaders to ensure operational strategies align with organizational priorities and member needs.
Develop, coach, and empower leaders to strengthen ownership, innovation, accountability, and continuous improvement across teams.

What We Are Looking For

Leadership Profile

The ideal candidate is a collaborative and forward-thinking executive who combines strategic vision with operational discipline. They will be a leader who can increase the pace of execution while bringing people along through thoughtful, inclusive, and transparent leadership.

• A cultural steward who leads with heart, compassion, and care, naturally aligning with Capital's certified caring workplace.
• A transformational leader who combines strategic vision with strong operational execution while improving member experience.
• A leader with a strong bias toward action, accountability, and results who can move initiatives forward and create measurable impact.
• A hands-on executive who is comfortable understanding operational details, solving complex challenges, and removing barriers to success.
• A collaborative relationship builder who leads with empathy, transparency, and trust.
• A skilled communicator who can clearly articulate the vision, explain the “why” behind change, and bring people along throughout the journey.
• A proven people leader who develops talent, strengthens teams, and creates a culture of ownership and continuous improvement.
• Comfortable operating in growth environments while bringing structure, clarity, and support to daily operations.
• Strategic mindset with a proven record of driving operational excellence and navigating fast-paced environments.

Experience & Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field required; master's degree preferred.
• Minimum 10 years of progressive leadership experience in credit unions, banks, or financial services operations.
• Executive or senior leadership experience overseeing complex operational functions and leading through organizational change.
• Demonstrated success in improving processes, implementing efficiencies, and driving operational excellence.
• Tech-savvy leadership in digital transformation, service delivery improvements, contact center management, back-office operations, and emerging technologies.

Job Position Type Executive Application Deadline Sep. 18, 2026