VP Member Operations

Job Details

Description

Credit Union 1 is seeking a strategic and service-focused Vice President of Member Operations to lead our centralized support teams and enhance the member experience. This role oversees the Member Service Center, complex member issue resolution, formal complaint management, and member communications across digital and traditional channels. The ideal candidate brings strong operational leadership, cross-functional collaboration, and a deep understanding of how centralized operations can elevate service. This role is key in driving scaleable systems, team performance, and service excellence across the organization

This position is based out of our Abbott Headquarters' (1941 Abbott Rd.) and is open to a Hybrid work schedule with the availability to work on-site, weekly.

Pay Range: $102,201 - $153,369

Essential Job Functions

• Lead the Member Service Center and centralized member support teams to ensure timely, accurate, and empathetic service delivery across all non-branch member contact channels.
• Own and enhance the credit union’s formal complaint management program, ensuring resolution timelines, root cause analysis, and member follow-up align with internal standards and regulatory expectations.
• Oversee the processing and response of inbound member correspondence, including secure messages through digital banking platforms and the [email protected] inbox.
• Build and maintain operational workflows that prioritize speed, accuracy, and member-focused resolution.
• Develop and monitor performance KPIs for internal member support functions, including service level agreements (SLAs), call center efficiency, complaint resolution timelines, and member sentiment trends.
• Serve as a strategic partner to other senior leaders in driving enterprise-wide service improvements and cross-department collaboration.
• Lead internal reviews of complex member concerns escalated from branch or digital channels, including regulatory or high-sensitivity matters.
• Mentor and develop department leaders, fostering a culture of service excellence, continuous improvement, and accountability.
• Support enterprise readiness for digital transformation and future operational scaling through technology enablement and process refinement.
• Regularly provide reporting to members of senior management, demonstrating strong member service and operational enhancements.
  
  

Additional Responsibilities

• Community service is required of all management staff. While some may occur during work hours with the permission of the COO, some must also occur outside of normal working hours, at a minimum of twice per year. Community service is defined as serving on a non-profit board of directors and participating in other social services events.
• Attendance at management-mandated events will be required.
• Proficiency in a variety of multimedia training platforms and methods.
• Translate concepts into impactful training for a variety of audiences and levels of experience.
• Occasional travel to branches or departments and weekend work may be required.
• Project a positive attitude during all contacts with members and team members that is consistent with Credit Union 1’s mission statement and core values.
• Meets the current standards established for the department or branch in the completion of all assigned duties.
• Perform other duties as assigned
  
  

Qualifications

• 5+ years of experience in member or customer experience roles, with at least 5 years in a leadership position.
• Proven experience managing customer or member experience initiatives in multiple areas within an organization
• Strong knowledge of NPS, member journey mapping, and strategic planning.
• Exceptional leadership and team development skills, with a track record of driving high performance and member satisfaction.
• Excellent communication, interpersonal, and collaboration skills.
• Ability to think strategically and execute effectively in a fast-paced environment.
• Experience cultivating community partnerships and working cross-functionally within an organization.
• Responsible for abiding and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy of compliance with the Office of Foreign Assets Control (OFAC) laws and regulations.
  
  

Please note: Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.

Only applicants who meet the minimum requirements for this position will be considered for an interview. This position closes on Friday, August 1.

Thank you for your interest in the opportunity with Credit Union 1!

Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.

EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.com