VP of Operations & Modernization for Member Experience

SF Fire Credit Union; San Francisco (CA); On-site; USD 156,000 - 236,000; Full time

Benefits offered by this job

401(k) employer match

Health, Vision, Dental & Life

Annual incentive/bonus program

Tuition reimbursement

Paid holidays + PTO

Loan program discounts

Professional development

Coaching resources

Wellness program

Job summary

SF Fire Credit Union seeks an accomplished VP of Operations to lead non-lending functions including Contact Center, Branch Operations, and Payments. This executive role focuses on reliable day-to-day performance, strong member and employee experiences, and disciplined controls.

The candidate will modernize processes, clarify decision rights, and build a scalable, data-informed operating model while developing leaders across the organization.

Qualifications

• Ten years of progressive leadership experience in banking, credit unions, or equivalent regulated service.
• Broad operating experience across member-facing and back-office functions.
• Proven ability to improve operational performance through redesign, analytics, and technology.

Responsibilities

• Lead operational performance across Contact Center, Branches, Virtual Branch, deposits, payments, and card operations.
• Establish clear objectives, procedures, and accountability across Operations.
• Drive continuous improvement, risk controls, and vendor performance.
• Partner with Strategy, Transformation, and Technology to scale operations and implement data-driven improvements.
• Develop leaders and build an integrated, data-informed operating model.

Skills

Operational leadership

Banking industry knowledge

Strategic thinking

People development

Change management

Education

Bachelor’s degree in business/finance/operations/technology or related field

Tools

CRM systems

Workflow automation tools

Job description

SF Fire Credit Union seeks an accomplished VP of Operations to lead non-lending functions including Contact Center, Branch Operations, and Payments. This executive role focuses on reliable day-to-day performance, strong member and employee experiences, and disciplined controls.

The candidate will modernize processes, clarify decision rights, and build a scalable, data-informed operating model while developing leaders across the organization.