The Senior Manager, Experience Center (XC) oversees all aspects of the daily operations of a larger or more complex XC, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.

Here's what you can expect from the job and what you need to be successful:

Job Duties

• Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Coach and develop Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, ensuring high levels of performance
• Implement credit union business strategy at XC level
• Back up Director in various leadership aspects, as required
• Own regional initiatives, such as policy or procedure changes and strategic updates
• Leverage key performance metrics and data to provide insights and make strategic business recommendations
• Fully handle all escalated member issues within the region, resolving on a timely basis to satisfaction
• Maintain and enforce systems, policies, procedures and productivity standards
• Ensure member service projects (change initiatives) meet objectives on time and on budget
• Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)
• Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings
• Research, resolve and communicate operational issues and potential problems to leader and/or other business units
• Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc.)
• Manage vendor relationships to support operational excellence and member service levels

Essential Skills

• Minimum Education: Bachelor’s degree is preferred
• Minimum 5 years’ experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services
• Minimum 3 years’ experience leading people or teams, ideally in the sales sector
• Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
• Ability to use data and analytic information to gain insights and drive strategic direction
• Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Familiarity with CRM software is preferred
• Working knowledge of Microsoft Office Suite

Location: Tanasbourne Experience Center - Hillsboro, OR 97006

Target Compensation in Hillsboro, OR: $88,000 - $117,000 annually + incentive

Benefits options include:

Traditional medical, dental, and vision coverage

401K matching up to 5% per pay period

Accrue up to 17 days of Paid Time Off your first year of employment

11 paid federal holidays

Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

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First Tech is not currently offering Visa sponsorship for this position

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