Manager Digital Services

Job Summary: The Digital Services Manager is responsible for the leadership, oversight, and ongoing development of the credit union's digital service operations. This position ensures the Digital Services team provides timely, accurate, and member-focused operational and technical support. The Digital Services Manager oversees digital fraud mitigation, escalated member and system issues, vendor relationships, user acceptance testing, digital releases, exception processing, and service performance. This position collaborates with internal departments and third-party vendors to maintain secure, reliable, and user-friendly digital services while identifying opportunities to enhance the overall member experience.

Essential Functions and Responsibilities:

• Leads, coaches, and develops the Digital Services team. Establishes performance expectations, assigns responsibilities, monitors workloads, and ensures appropriate staffing and coverage for daily operations. Provides guidance and final escalation support for complex member concerns, technical issues, fraud events, vendor problems, and operational decisions. Promotes consistent decision-making and ensures escalated situations are resolved accurately, professionally, and within established service expectations. Supports employee development by identifying training needs, establishing development plans, ensuring they have the knowledge, resources, procedures, necessary system access, and creating opportunities for increased responsibility. Oversees operational and technical support for all digital products and services, ensuring timely resolution of escalated member, system, vendor, and employee concerns. Conducts performance evaluations, provide ongoing coaching and feedback, recognize accomplishments, and address performance concerns.
• Directs digital fraud prevention and mitigation efforts by monitoring trends, evaluating controls, and collaborating with internal departments and vendors. Evaluates app store comments, survey responses, member feedback, service trends, and performance data to identify opportunities for improvement. Communicates outages, system changes, risks, performance results, and strategic initiatives to employees, leadership, vendors, and other stakeholders. Manages digital service vendors, including escalated support cases, service performance, integrations, product enhancements, and issue resolution. Establishes departmental goals and oversee projects, priorities, and resources with the credit union’s strategic objectives.
• Ensures bill pay and other vendor exceptions are reviewed, researched, and resolved accurately within established timeframes. Ensures digital operations comply with applicable regulations, security standards, organizational policies, and vendor agreements. Develops and maintains departmental procedures, internal controls, service standards, escalation processes, and business continuity plans.
• Performs other job-related duties as assigned.

Work Experience:  

• 5 or more years of experience in digital banking, financial services operations, fraud prevention, technical support, or a related field is required.
• 3 or more years of leadership, supervisory, or team management experience is required.
• Experience managing vendor relationships, system implementations, digital releases, or operational projects is preferred.

Education:

• High School Diploma or GED required
• Bachelors Degree in business administration, finance, information technology, management, or related field or equivalent combination of education, training, experience, or military experience. Preferred

Other Skills Required:

• Ability to assess risk, analyze data, and make sound, timely decisions with minimal supervision.
• Strong analytical skills to identify issues, determine root causes, and implement effective solutions.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Effectively prioritizes workload to meet deadlines in a fast-paced environment.
• Clear and professional verbal and written communication skills with members, management, and employees.
• Sound judgment in recognizing when to escalate complex or high-risk situations.
• Proficient in digital banking systems, fraud monitoring tools, and reporting platforms.
• Strong working knowledge of Microsoft Office.