Vice President Operations

Capital Credit Union; Green Bay (WI); On-site; USD 180,000 - 240,000; Full time

Job summary

Capital Credit Union seeks a Senior Vice President of Operations to lead and align operations with enterprise strategy, focusing on member experience and service delivery across contact center, back office, and digital channels.

In this on-site, executive role, you will translate strategic goals into measurable outcomes, build strong leadership teams, and drive transformational initiatives that improve efficiency, risk management, and client satisfaction.

Qualifications

• Bachelors degree in business- or finance-related field required; Masters preferred.

Responsibilities

• Provide executive oversight for Contact Center, Back Office Support Services, and Digital Services.

Skills

Strategic leadership

Operational discipline

Change management

People development

Education

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

Master's degree preferred

Job description

Where Operational Excellence Meets People-Centered Leadership

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. This is an on-site leadership role that requires a highly visible, collaborative leader who is engaged with employees, executive leadership, and cross-functional partners.

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.

Successful candidates will demonstrate:

• 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.

ABOUT DDJ MYERS, an ALM First Company

DDJ Myers is the executive search consultant for this organization. Our expertise is in supporting leadership teams in sustainable practices for high-performing organizations through succession planning, leadership development programs, executive coaching, board governance and renewal, and executive search. Learn more about us at www.ddjmyers.com.