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Vice President of Operations

United States, Green Bay · Job Posted February 06, 2026
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Job Description

Serve as a strategic leader accountable for optimizing operational efficiency, enhancing the member experience, and overseeing non-branch service delivery. This role plays a critical part in driving organizational success through seamless operations, exceptional service, and a consistent, high-quality member journey aligned with the partner’s mission, vision, and values.

Job Responsibility

  • Provide strategic leadership and oversight for back-office support services, including payments, wires, ACH, fraud, cards, and deposit operations, as well as digital services and the contact center
  • Develop and execute strategies to improve operational efficiency, streamline processes, and increase productivity across member-facing and back-office functions
  • Partner with leadership to align operational objectives with enterprise strategy, mission, and vision
  • Establish, monitor, and act on key performance indicators related to operational effectiveness, service quality, and member satisfaction
  • Leverage data and analytics to inform decision-making, drive continuous improvement, and enhance the overall member experience
  • Champion a member-centric culture by setting high service standards and ensuring consistent, personalized interactions across all touchpoints
  • Oversee the design and delivery of member touchpoints to ensure alignment with brand standards across digital and assisted channels
  • Lead contact center and e-services teams to deliver exceptional service and collaborate with branch leadership to ensure a unified experience
  • Expand and optimize communication channels, including text, chat, co-browsing, and AI-enabled solutions, with a focus on scalability and 24/7 responsiveness
  • Drive the evolution of digital banking channels, including online, mobile, and self-service platforms, in partnership with technology teams
  • Monitor member feedback and usage analytics to continuously improve digital and operational experiences
  • Lead special projects, innovation initiatives, and continuous process improvement efforts across operations
  • Stay current on industry trends, best practices, and emerging technologies to support innovation and operational excellence
  • Partner closely with Enterprise Risk Management to ensure regulatory compliance and effective risk mitigation related to fraud, cybersecurity, and data privacy

Requirements

  • Bachelor’s degree in Business Administration, Finance, or a related field
  • Proven experience in credit union or financial services operations, with demonstrated impact across member delivery channels and back-office functions
  • At least five years of progressive leadership experience with accountability for complex operations
  • Strong leadership capabilities with a track record of building trust, motivating teams, and fostering a positive, high-performance culture
  • Excellent communication, negotiation, and relationship-building skills, with a high degree of professionalism and confidentiality
  • Strategic mindset with demonstrated success driving operational excellence and continuous improvement
  • Experience with digital banking platforms and emerging technologies
  • High level of technical proficiency, including strong working knowledge of Microsoft applications to support data-driven and forward-thinking initiatives
  • Ability to travel as needed
  • valid driver’s license with a good driving record
  • Demonstrated alignment with values-centered leadership, including a focus on relationships and results, inclusion, continuous learning, innovation, and collaboration

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