Vice President Operations

Capital Credit Union; Green Bay (WI); On-site; USD 140,000 - 210,000; Full time

Job summary

Capital Credit Union seeks a Senior Vice President of Operations in Green Bay, WI to serve as a strategic leader across member-facing and back-office functions. You will translate enterprise strategy into execution, drive operational excellence, and elevate the member experience through process improvements and digital transformation.

This role partners with CIO and senior leaders to strengthen operations, implement metrics, and develop leaders who sustain accountability and growth in a rapidly

Qualifications

• Bachelor’s or higher in business, finance, or related field.
• Executive/senior leadership experience in financial services operations.
• Proven track record in transforming processes and driving operational excellence.

Responsibilities

• Provide executive oversight for core operational functions including Contact Center, Back Office Support Services, and Digital Services.
• Lead organizational transformation by improving processes and increasing efficiency across member-facing and support functions.
• Establish KPI dashboards and reporting to provide visibility into service levels, productivity, risk, and opportunities for improvement.
• Advance digital service capabilities and enhance delivery channels through innovation and automation.
• Identify opportunities to simplify workflows and create scalable solutions supporting growth.
• Partner with Technology, Enterprise Risk Management, Branch Operations, and executives to align operational strategies with priorities.
• Develop, coach, and empower leaders to foster ownership, accountability, and continuous improvement.

Skills

Strategic vision

Operational discipline

Change management

People leadership

Effective communication

Collaboration

Accountability

Process improvement

Digital transformation

Education

Bachelor's degree in Business Administration/Finance or related

Master's degree preferred

Job description

Leading Operational Excellence Through People, Innovation, and Execution

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.

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.