The Digital Services Manager is responsible for leading the daily operations of the Digital Services department, ensuring exceptional service delivery across all remote member service channels while fostering a high-performing, member-focused team. This role oversees consumer lending activities, service quality, associate development, operational performance, and compliance with credit union policies and regulatory requirements. The Digital Services Manager partners with leadership to drive continuous improvement, optimize digital service delivery, enhance the member experience, and achieve organizational goals through effective coaching, operational excellence, and strategic execution.

 Leadership & Team Development

• Lead the daily operations of Digital Services, ensuring exceptional member service, operational excellence, and achievement of departmental objectives.
• Supervise, coach, develop, and evaluate Digital Services associates through regular feedback, performance management, and career development opportunities.
• Foster a positive, collaborative, and accountable team culture that reflects the credit union's values and service standards.
• Plan staffing schedules and workload distribution to maintain appropriate service levels across all Digital Services communication channels.
• Lead onboarding, cross-training, and ongoing professional development to ensure associates remain knowledgeable of products, services, systems, and regulatory requirements.
• Conduct regular team meetings to communicate organizational updates, reinforce expectations, recognize accomplishments, and address opportunities for improvement.

Digital Service Operations

• Direct the daily operation of Digital Services to ensure efficient, accurate, and consistent delivery of service through telephone, secure messaging, video, email, and other digital service channels.
• Monitor operational performance, workflow, productivity, service levels, and quality standards while implementing improvements that enhance the member experience.
• Ensure the accuracy of member transactions and adherence to established operational controls.
• Maintain departmental procedures and implement operational changes that improve efficiency, consistency, and service delivery.
• Ensure departmental work areas, systems, and records are maintained in an organized, secure, and professional manner.
• Partner with Information Technology to support implementation, testing, and optimization of Digital Services systems and technology.

Member Experience & Sales

• Promote a member-first culture by ensuring every interaction reflects professionalism, responsiveness, and the credit union's commitment to exceptional service.
• Coach associates to identify member needs and recommend appropriate products and services that improve members' financial well-being.
• Support achievement of departmental sales, referral, and service goals through effective coaching and performance management.
• Communicate changes to products, services, policies, and procedures to associates and members as appropriate.
• Monitor and analyze key performance indicators including service level, average speed of answer, abandonment rate, first contact resolution, quality scores, member satisfaction, and productivity metrics.

Lending & Transaction Authority

• Serve as a consumer lending authority by evaluating loan requests and exercising delegated loan approval authority.
• Ensure all loan documentation is accurate, complete, and compliant with credit union policies and regulatory requirements.

Compliance, Risk & Quality Assurance

• Ensure all Digital Services activities comply with credit union policies, operating procedures, regulatory requirements, and internal controls.
• Monitor quality assurance results, transaction accuracy, and operational performance to identify trends and implement corrective action.
• Conduct or oversee periodic operational reviews and audits to ensure compliance, safeguard assets, and mitigate operational risk.
• Escalate significant operational, compliance, or service issues to executive leadership in a timely manner.

Communication & Organizational Leadership

• Maintain effective communication with the Vice President of Remote Services regarding departmental performance, emerging issues, staffing needs, and operational initiatives.
• Participate in strategic projects, system implementations, and organizational initiatives that support the continued growth and effectiveness of Digital Services.
• Perform other duties as assigned, ensuring accountability and alignment with organizational objectives.

• High school diploma or GED required; associate's or bachelor's degree in Business Administration, Finance, Management, or a related field preferred.
• 6+ years of customer service experience required, preferably within a financial institution or contact center environment, with demonstrated success delivering exceptional member or customer experiences.
• 4+ years of management experience leading customer service and/or sales teams required, preferably in a contact center or digital services environment, with experience coaching associates, managing performance, and achieving operational and service objectives.
• Working knowledge of consumer lending practices, digital banking services, and financial institution operations preferred.
• Demonstrated knowledge of applicable banking regulations, consumer protection laws, and operational compliance requirements.
• Strong leadership, coaching, conflict resolution, and team development skills with the ability to motivate and engage associates.
• Excellent verbal, written, and interpersonal communication skills with the ability to build relationships across all levels of the organization.
• Strong analytical, organizational, and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with contact center technologies, core banking systems, Microsoft Office Suite, and other business applications; experience with workforce management, quality assurance, or digital banking platforms preferred.
• Ability to analyze operational metrics, identify trends, and implement process improvements that enhance efficiency, service quality, and the member experience.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.