Customer Operations Manager

Customer Operations Manager • Location: Concord, CA, 94520 • Start Date: September 28th About the Opportunity Our client, a people-first Credit Union, is seeking an experienced Customer Operations Manager to lead critical operational functions and ensure exceptional service delivery across a variety of retail banking and member service operations. This is an excellent opportunity for a seasoned leader with a strong background in banking or credit union operations, compliance, and team leadership. Key Responsibilities Lead the day-to-day operations of Retail Delivery production and specialized services teams. Oversee operational activities including wire processing, levies, mailroom operations, account maintenance, research and exception processing. Manage specialized services involving IRA, HSA, deceased accounts, subpoenas, online membership onboarding, account amendments, escheatment, privacy requests, and annual tax-related initiatives. Ensure service level agreements (SLAs), productivity metrics, and quality standards are consistently achieved or exceeded. Provide guidance and support on complex member situations and legal inquiries. Ensure compliance with all regulatory requirements, internal controls, policies, and procedures. Support branch operations, contact center teams, and other internal business units. Leadership & Team Development Lead, coach, and develop operational staff while fostering a culture of accountability and continuous improvement. Oversee recruitment, onboarding, and employee development initiatives. Manage staffing, scheduling, and resource planning to maintain operational efficiency and service excellence. Address employee relations matters professionally and effectively. Promote team engagement through coaching, clear communication, and productive team meetings. Champion organizational values centered around alignment, assurance, and accountability. Process Improvement & Cross-Functional Collaboration Drive continuous improvement initiatives and root-cause analysis efforts. Partner with technology teams to enhance systems, workflows, and operational processes. Analyze trends and identify opportunities to improve efficiency and service delivery. Collaborate with compliance, fraud, and operational teams to resolve issues and strengthen processes. Serve as a subject matter expert for operational best practices and process improvements. Required Qualifications Bachelor's degree required; advanced degree or leadership certifications preferred. Minimum of 5 years of progressive banking or credit union experience. Minimum of 3 years of leadership or management experience within financial services operations. Experience managing regulatory, risk, and compliance functions in a financial institution. Proven success leading operational teams and driving measurable business results. Strong communication, presentation, and interpersonal skills. Ability to prioritize effectively and make sound decisions in a fast-paced environment. Preferred Skills & Experience Experience with Symitar, Salesforce, and DocuSign. Knowledge of queue management processes. Experience handling deceased accounts, IRA administration, and escheatment compliance. Advanced Microsoft Office skills, particularly PowerPoint. Experience utilizing Microsoft Copilot and SharePoint. Strong leadership, coaching, and relationship-building abilities. What We're Looking For A strategic and results-driven operations leader. A collaborative professional who thrives in cross-functional environments. A strong communicator capable of influencing at all levels of the organization. A proactive problem solver with a commitment to operational excellence and member satisfaction. An adaptable leader who can quickly learn new systems, processes, and technologies. Why Join? Opportunity to make an immediate impact within a respected, people-first Credit Union. Collaborative and supportive team environment. Hybrid work arrangement. Exposure to a wide range of operational, compliance, and member service functions. Chance to contribute to meaningful process improvements and organizational success. Job Type & Location This is a Contract to Hire position based out of Concord, CA. Pay and Benefits The pay range for this position is $49.04 - $67.31/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility and Benefits Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Concord, CA. Application Deadline This position is anticipated to close on Sep 11, 2026. Equal Opportunity Statement The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of AI We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. #J-18808-Ljbffr TEKsystems