Operations Manager

Member Experience Operations Manager 4Front Credit Union | Member Experience | Exempt Salary Range: $85,400 - $118,700 Position is not eligible for immigration sponsorship. Required office presence: Tuesday-Thursday. About 4Front Credit Union At 4Front, we are more than a financial institution — we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams. Why Join 4Front? Competitive pay Comprehensive medical, dental, and vision insurance Generous PTO and paid holidays 401(k) with employer match Tuition reimbursement and professional development opportunities Career growth pathways within a stable and growing organization A collaborative, supportive culture focused on teamwork and DEI Community involvement opportunities Reporting Structure Reports to: Chief Experience Officer (CXO) Direct Reports: Member Experience Training & Strategy Specialists, Member Experience Operations Specialist Position Purpose The Member Experience Operations Manager is responsible for the design, execution, and continuous improvement of operational systems that support the branch and communication center channels. This role leads the development of policies, procedures, training frameworks, and quality control processes that ensure consistent, efficient, and compliant service delivery. The position serves as a central resource for operational guidance and supports alignment across departments to enhance the overall member experience. What You’ll Do Operational Strategy & System Design Develop and lead operational strategies that support branch and communication center performance Design and maintain policies, procedures, and workflows that drive consistency and efficiency Align operational systems with organizational goals and member experience standards Identify opportunities to improve processes, tools, and service delivery models Policy, Procedure & Knowledge Management Own development and maintenance of policies, procedures, and knowledge base resources Ensure information is accurate, accessible, and consistently applied across channels Serve as the central authority for operational guidance Promote standardization and clarity across member‑facing teams Quality Control & Risk Management Lead quality control programs across member experience operations Ensure accuracy of member account activities, transactions, communications, and reporting Oversee audit readiness, internal reviews, and compliance activities Partner with Risk, Lending, IT, and QA to ensure data integrity and operational soundness Training Strategy & Execution Alignment Oversee development and alignment of training programs for branch and communication center teams Ensure training supports operational consistency, compliance, and performance Partner with Training & Strategy Specialists to deliver effective learning solutions Align training with system updates, policy changes, and organizational initiatives Performance Monitoring & Continuous Improvement Establish and monitor operational performance metrics Analyze trends related to service quality, efficiency, and compliance Identify gaps and implement improvements across systems and processes Drive continuous improvement initiatives Operational Oversight & Channel Support Ensure branch and communication center operations are supported with effective systems and processes Maintain branch staffing model to balance efficiency and member experience Support operational readiness for new products, services, and initiatives Ensure alignment between operations and service delivery expectations Leadership & Team Development Lead and develop Member Experience Operations team members Establish performance expectations and accountability Support professional growth, training, and development Foster a collaborative, high‑performing team culture Cross‑Functional Collaboration Serve as primary liaison for operational matters across departments Partner with Lending, Risk, IT, and other teams to support organizational initiatives Ensure alignment between operations and enterprise priorities Communicate risks, issues, and opportunities effectively Operational Excellence Ensure systems and processes are efficient, scalable, and well‑documented Maintain accuracy and integrity of operational data and reporting Anticipate challenges and proactively implement solutions Support continuous improvement of member experience operations What Success Looks Like Operational systems support consistent, efficient, and compliant service delivery Policies, procedures, and knowledge resources are clear, accurate, and widely used Quality control and audit processes are effective and reliable Training programs align with operational needs and performance goals Service delivery is consistent across branches and communication center Operational metrics show continuous improvement Member Experience Operations supports organizational success Qualifications Bachelor’s degree preferred Experience 5–10+ years of experience in operations, risk, or member experience functions Leadership experience required Knowledge & Skills Strong understanding of financial institution operations and service delivery Knowledge of policies, procedures, and quality control frameworks Strong analytical and problem‑solving skills Ability to design and improve operational systems Excellent communication and collaboration abilities Leadership and team development skills Knowledge of regulatory and compliance requirements Physical & Work Environment Primarily office environment Frequent sitting, typing, and computer use Travel may be required Compliance Commitment This role requires adherence to organizational policies related to privacy, information security, and regulatory standards. Additional Expectations Assumes responsibility for tasks and duties as assigned This job description is not intended to be all‑inclusive. Additional duties may be assigned as needed. #J-18808-Ljbffr