VP, Member Contact Center at DYNAMIC EQUIPMENT GROUP

Downey, California, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

0.0

Posted On

09 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, People Management, Service Delivery, Voice Channels, Digital Channels, Performance Metrics, Quality Assurance, Sales Maximization, Workforce Planning, Budget Management, Risk Management, Process Optimization, AI Adoption, Omnichannel Platforms, Forecasting Tools, Change Management

Industry

Description

Financial Partners Credit Union, recognized as a Top Workplace by USA Today, the Orange County Register, and the Los Angeles Times, and named one of the Best Credit Unions to Work For by American Banker and one of the Best Credit Unions in California by Forbes, is seeking an experienced and strategic leader to serve as Vice President, Member Contact Center. In this role, you will lead a high-volume, omnichannel contact center responsible for delivering exceptional service across voice and digital channels including phone, chat, email, SMS, and digital messaging. This position combines day-to-day operational leadership with long-term strategic direction, ensuring the contact center continues to evolve in support of member expectations, operational scalability, and organizational growth. The ideal candidate brings strong experience leading large service organizations, leveraging technology and analytics to improve service delivery, and building high-performing teams focused on both member experience and business results. -------------------------------------------------------------------------------- ESSENTIAL RESPONSIBILITIES LEADERSHIP AND PEOPLE MANAGEMENT • Lead, manage, and develop teams within the Member Contact Center supporting both voice and digital service channels. • Establish clear performance expectations and hold leaders accountable for results across service, sales, quality, and efficiency metrics. • Coach, mentor, and evaluate leadership talent to support operational performance and future-state contact center capabilities. • Address employee relations matters in partnership with Human Resources. • Promote a professional, safe, and positive work environment that supports innovation, change management, and continuous improvement. SERVICE, SALES, AND PERFORMANCE OVERSIGHT • Ensure service level, quality, sales, and performance goals are consistently achieved across all contact channels. • Establish and maintain standards for member interactions across voice and digital channels to ensure a consistent member experience. • Monitor contact quality through quality assurance programs, analytics, and AI-enabled tools. • Maximize sales opportunities through inbound and outbound member interactions supported by data-driven coaching and technology. • Identify, resolve, and escalate member service issues and complaints when appropriate. OPERATIONAL MANAGEMENT • Oversee workforce planning and staffing within an omnichannel operating model. • Ensure effective scheduling and resource utilization through workforce management and forecasting tools. • Manage the department within approved budget parameters. • Prepare annual budget recommendations including technology, automation, and platform investments. • Develop and report key performance metrics related to efficiency, quality, and member satisfaction. COMPLIANCE AND RISK MANAGEMENT • Ensure adherence to policies and regulatory requirements across all contact center technologies and communication channels. • Minimize operational and financial risk, including oversight of automated and AI-enabled processes. • Uphold ethical conduct and accountability across all operational practices. STRATEGIC AND ORGANIZATIONAL SUPPORT • Drive continuous improvement through automation initiatives, AI adoption, and process optimization. • Partner with leadership across technology, digital, and vendor management teams. • Serve as a strategic leader in advancing the contact center as a key component of the organization’s overall member experience strategy. -------------------------------------------------------------------------------- EDUCATION AND EXPERIENCE • Bachelor’s degree from an accredited four-year college or university, or an equivalent combination of education and experience. • Master’s degree preferred. • Experience leading a high-volume contact center or comparable service organization with direct operational management responsibility. • Demonstrated experience leading and developing large teams. • Experience operating within a sales-driven service environment. • Banking or credit union experience preferred, including knowledge of banking policies and procedures. • Strong analytical, communication, and organizational skills with the ability to interpret contact center metrics, performance reports, and trend data. • Experience leveraging modern contact center technologies including omnichannel platforms, workforce optimization tools, AI-enabled solutions, and automation technologies preferred. • Proficiency with standard business software including Microsoft Word, Excel, and Outlook. • Ability to manage employee relations matters, oversee complex service escalations, and support staff in addressing challenging member situations. -------------------------------------------------------------------------------- WHY THIS ROLE MATTERS The Member Contact Center serves as a critical connection point between Financial Partners Credit Union and its members. The Vice President of the Member Contact Center plays a central role in shaping how members experience the credit union through every interaction, whether by phone or digital channel. By leading teams, optimizing technology, and driving operational excellence, this role helps ensure members receive responsive, knowledgeable service while supporting the credit union’s long-term growth and member relationship strategy. The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity. Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Responsibilities

This executive role involves leading and developing teams within a high-volume, omnichannel Member Contact Center responsible for delivering exceptional service across voice and digital channels. The leader must ensure service levels, sales goals, and performance targets are consistently achieved while managing operations within budget and overseeing compliance.