Digital Operations Manager

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.  

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more! 

Thank you for your interest in joining the Nusenda team! 

We are currently seeking a Digital Operations Manager to join our Credit Union. As the Digital Operations Manager, you'll be responsible for leading a team that maintains and supports digital banking products. You'll serve as the operational owner and subject matter expert for digital product operational experience, troubleshooting, maintenance, refinement, education, and ensure high-quality experiences for members and employees. You'll review, analyze, and act upon member and internal partner’s feedback to ensure products continually meet business and member expectations for service availability and quality. You'll lead team members through daily development, coaching, and monitoring to ensure the team is a professional resource for employee questions and issues with digital products.

What You'll Do: 

• Oversee, coordinate, and support the day-to-day operations of the Digital Operations team, including assignment of responsibilities and special projects, monitoring productivity and service levels, prioritization or operational activities, problem resolution, and continuous process improvement.
• Provide advanced technical support and escalation management for digital products and services including tier two and three technical support and on-call and developing recommendations for change or improvement.
• Support Treasury Management, Business Banking, Deposit, Fraud, Cards, and other back-office teams servicing members via Digital Banking systems.
• Administrate internet banking platform configuration and regular processing. 
• Identify opportunities within Digital Operations to deliver value to Nusenda’s staff and members through self-service tools, improved system administration processes, training resources, and reference materials.
• Analyze support tickets, member feedback, system metrics, and internal customer input to identify and drive process and product improvements.
• Work with Nusenda Branch Experience, Contact Center, and other departments to elevate the member’s experience when digital product support is needed.
• Work with the Digital Services team to develop digital product documentation enhancements.
• Work with member support business units and internal stakeholders to identify, develop, and implement improvements to digital product documentation and training.

What You'll Need: 

• Three years to five years of similar or related experience.
• Bachelor’s degree in Business Administration or related field

Key Skills and Experience: 

• Development, performance management, training, and employee counseling skills essential. 
• Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.