Manager, Business Operations & Strategy.

Accountabilities

• Strategic Planning: Develop and execute business strategies aligned with organizational objectives and member needs, tracking key performance indicators (KPIs) to measure progress and achieve desired outcomes.

• Operational Performance: Oversee contact center operations, optimize workflows, and improve service delivery, efficiency, scalability, and the overall member experience.

• Data Analysis and Reporting: Analyze complex operational and financial data, identify trends, forecast performance, and deliver actionable insights and recommendations to senior leadership.

• Team Leadership and Development: Lead, coach, train, evaluate, and motivate employees; establish performance goals; and foster a collaborative culture built on accountability, initiative, and continuous improvement.

• Leadership Pipeline and Succession Planning: Mentor team members, develop leadership capabilities, and support career progression and succession planning.

• Cross-Functional Project Management: Lead enterprise-level initiatives, define project scope and timelines, allocate resources, manage budgets and communications, and maintain stakeholder alignment.

• Process Improvement: Champion continuous improvement initiatives, assess return on investment and risk, and implement solutions that enhance operational effectiveness and service quality.

• Stakeholder Engagement: Communicate strategies, findings, and recommendations clearly to executives, teams, and business partners to inform decisions and drive organizational progress.

• Compliance and Risk Management: Establish appropriate compliance frameworks and ensure operational initiatives adhere to applicable regulations and internal policies.

• Technology Strategy: Define and implement technology strategies that support digital transformation, including evaluating vendors and making informed technology investment decisions.

Requirements:

• Education: Bachelor's degree in Business Administration or a related field, or equivalent relevant professional experience.

• Professional Experience: At least five years of experience in business operations, strategy, or contact center management, preferably in financial services or credit unions.

• Leadership Experience: At least three years in a supervisory or leadership role, with demonstrated success managing teams in a high-volume, member-facing environment.

• Analytical Skills: Strong analytical and problem-solving capabilities, including experience interpreting operational and financial data and using data visualization tools such as Tableau or Power BI.

• Contact Center Expertise: Experience with workforce management systems and contact center technologies.

• Project Management: Proven ability to manage cross-functional projects, timelines, budgets, resources, and stakeholder communications.

• Strategic and Change Leadership: A track record of driving innovation, leading organizational change, improving processes, and supporting teams through transitions.

• Communication and Collaboration: Excellent communication, leadership, and stakeholder engagement skills, with the ability to influence decisions and build effective working relationships.

• People Development: Ability to motivate teams, establish clear performance expectations, develop talent, and promote accountability and teamwork.

• Preferred Certification: Lean, Six Sigma, or a similar process improvement certification is an advantage.

• Location and Work Authorization: Must live within a reasonable commuting distance of the communities served in California, including Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo counties. Candidates must already be authorized to work in the United States; visa sponsorship is not available.

• Working Environment: The role is generally office-based, involves standard office equipment, and is primarily sedentary. The regular schedule is Monday through Friday, 40 hours per week.

Benefits:

• Competitive Compensation: Annual base salary ranging from $98,230.08 to $121,347.20, depending on experience, education, training, skills, and role responsibilities.

• Healthcare Coverage: Medical, dental, and vision insurance.

• Mental Health and Wellness: Access to mental health resources and employee wellness programs.

• Performance Incentives: Employee performance incentive plan.

• Salary Growth: Opportunities for merit-based salary increases.

• Retirement Savings: 401(k) program with an immediately vested employer match.

• Paid Time Off: Generous holiday and vacation policies.

• Employee Discounts: Exclusive employee benefits, including loan and credit card discounts.