Senior Vice President of Operations

Job Description

Job Description

Senior Vice President of Operations – Enterprise Strategy & Member Experience

Why Join Us

For nearly 75 years, Qualstar Credit Union has helped members improve their financial lives. We are a financially strong, well-capitalized, and purpose-driven organization serving members across Washington, with deep roots in supporting hardworking union communities.

As Senior Vice President of Operations, you will play a central role in shaping how we deliver on that mission-leading strategy across all primary service channels and operational functions. This is a high-impact executive role with broad influence, strong partnership with the CEO and executive leadership team, and the opportunity to guide the future of member experience, operational impact, and organizational performance.

This opportunity is available due to an internal promotion, reflecting our commitment to developing talent and creating pathways for growth within our organization.

If you're looking for a role where your leadership can meaningfully shape both strategy and execution, we'd welcome the conversation.

The Opportunity

As SVP of Operations, you will set the vision and direction for enterprise-wide operations, ensuring our systems, teams, and processes deliver consistent, high-quality, and secure service across all member touchpoints.

You will oversee a broad portfolio including Branches, Call Center, Risk & Fraud, Operations Support, Payments, and Facilities-balancing innovation with strong risk management and operational discipline.

Working closely with the CEO and executive team, you will:

• Translate organizational strategy into operational execution across all service channels
• Strengthen infrastructure, processes, and service delivery models to support growth and scalability
• Establish clear performance expectations, service standards, and risk controls
• Lead enterprise initiatives that improve efficiency, leverage technology, and enhance the member experience
• Ensure operational resilience, regulatory readiness, and sound governance practices

This role requires both strategic leadership and the ability to engage in the details-guiding large teams, supporting leaders, and driving continuous improvement across the organization.

What You'll Lead

• Enterprise operations strategy aligned with long-term organizational goals
• Performance, service delivery, and operational consistency across all channels
• Risk, fraud prevention, and operational controls
• Data-driven decision-making, metrics, and accountability frameworks
• Vendor partnerships and operational systems that support scalable growth
• Cross-functional collaboration to improve member outcomes and internal efficiency
• Leadership development across a large portion of the organization

Who You Are

You are an experienced financial services executive who understands how to align people, processes, and systems to deliver results at scale.

You bring:

• A track record of leading large, multi-functional operational teams within a financial institution
• Deep knowledge of retail delivery, deposit operations, payments, and operational risk
• Strong understanding of regulatory expectations, including NCUA and consumer compliance requirements
• Experience building and improving systems, processes, and service models
• Confidence using data to guide decisions and measure performance
• The ability to influence at the executive level while developing strong leaders beneath you

You are comfortable balancing strategy with execution-able to think long-term while staying connected to day-to-day performance.

Most importantly, you are committed to delivering meaningful value to members and building strong, engaged teams.

Why You'll Thrive Here

Purpose-Driven Work Our Core Values-Service, Integrity, Purpose, Value, Respect, and Education-guide how we serve members and support one another.

Executive-Level Impact You will have a strong voice in shaping organizational strategy and the future of member service delivery.

Compensation & Benefits That Support You We offer competitive compensation, an annual management incentive program, and comprehensive benefits including medical, dental, vision, life, and disability coverage for you and your dependents. Retirement contributions include both matching and annual employer contributions.

Balance & Environment We support work-life balance through paid vacation, sick leave, and holidays, along with hybrid flexibility. Our Bothell headquarters offers a collaborative environment with access to nearby walking and biking trails.

Let's Talk

If you're ready to lead operations strategy in a financially strong, member-focused credit union-and help shape how we serve members into the future-we'd love to connect.