Manager, Business Operations & Strategy

Description

Schedule: M-F 40 hours/week

Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo. For hybrid and remote roles, candidates are still required to reside within a commutable distance of our corporate headquarters in Vacaville, California.

We are unable to sponsor or assume sponsorship of employment visas for this position. Candidates must have current authorization to work in the U.S. (no sponsorship available).

Summary: The Business Operations & Strategy management role is a pivotal leadership role responsible for overseeing the strategic direction and oversight of the operational performance for the Contact Center. This role blends operational management with strategic planning to ensure exceptional member service and efficient workflows are delivered on while in alignment with organizational goals. This role drives enterprise-level initiatives, influences policy decisions, and leads innovation across service channels to enhance efficiency, scalability, and member experience.

Profile:

• Leads, trains, evaluates, coaches, and professionally develops and motivates staff to attain department goals. Sets and monitors performance goals. Promotes a work environment that encourages involvement, initiative and teamwork.
• Leads leadership development plans, providing mentorship, succession planning, and career growth opportunities for team members.
• Fosters a high-performing, collaborative culture that promotes innovation, accountability, and continuous improvement.
• Analyzes complex operational and financial data to identify trends, forecast performance, and provide actionable insights to senior leadership.
• Leads enterprise-level, cross-functional projects, making decisions on scope, timelines, and resource allocation while ensuring stakeholder alignment.
• Champions process improvement initiatives that enhance efficiency, scalability, and member experience, evaluating ROI and risk impact before implementation.
• Communicates strategies, insights and recommendations effectively to executives, teams, and stakeholders to influence organizational decision-making.
• Develops and executes strategic plans aligned with credit union goals and member needs, while monitoring key performance indicators (KPIs) to assess progress and ensure achievement of strategic objectives.
• Establishes compliance frameworks and ensures adherence to regulatory requirements and internal policies across all operational initiatives.
• Defines and implements technology strategies to support digital transformation, exercising discretion in vendor selection and technology investments.

Not all functions/tasks are listed above; however, those listed are considered essential.

Skills:

• Proven leadership experience managing teams in a high-volume, member-facing environment.
• Strong analytical skills with proficiency in data visualization tools (e.g., Tableau, Power BI).
• Experience with workforce management systems and contact center technologies.
• Excellent communication, leadership, and stakeholder engagement skills.
• Skilled in managing cross-functional projects, timelines, budgets, and communications.
• Demonstrated ability to lead organizational change initiatives and support teams through transitions.
• Strategic thinker with a track record of driving innovation and continuous improvement.

Reporting and Experience:

• Reports directly to assigned department leadership
• BA/BS in Business Administration or related field; or equivalent related work experience.
• Minimum 5 years of experience in business operations, strategy, or contact center management (preferably within financial services or credit unions), including a minimum of 3 years in a supervisory or leadership role.
• Certification in Lean, Six Sigma, or similar methodologies is preferred.

Working Conditions: Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature

Compensation: Base salary starting range is commensurate with experience:

• Grade 17: $98,230.08/annually - $121,347.20/annually

Our compensation philosophy considers various factors, including the scope and responsibilities of the position, as well as a candidate’s experience, education/training, and key skills.

Benefits:

At Travis Credit Union, we prioritize the well‑being of our employees and their families by providing a comprehensive Total Rewards program that supports their health, welfare, and financial security. In turn, this enables our employees to focus on delivering exceptional service to our members and meeting the goals of the credit union.

Eligible employees enjoy a robust benefits package, which includes:

• Competitive medical, dental, and vision insurance
• Mental health and wellness programs
• Employee performance incentive plan
• Merit-based salary increases
• 401(k) program with immediately vested employer match
• Generous holiday and vacation policies
• Exclusive TCU perks such as employee loan and credit card discounts

Travis Credit Union is an Equal Opportunity Employer committed to a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to any protected characteristic under applicable federal, state, or local law. Reasonable accommodation is available for qualified individuals with disabilities.