Digital Experience Center Manager

Nymbus, Inc.

17d • $60,000 - $70,000 • Remote

About The Position

Nymbus (https://nymbus.com/) isn't just a leader in fintech; we're a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud based technology serve as the backbone for financial institutions eager to modernize and excel. Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and credit unions. Our culture thrives on collaboration, integrity, and a client-first approach. Your journey with us won't simply advance your career; it will offer the chance to shape an industry alongside like-minded professionals. We're excited to consider you a key player in this transformative chapter. Thank you for contemplating a role with Nymbus. WORK ENVIRONMENT: We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members. POSITION SUMMARY: The Digital Experience Center Manager is responsible for leading and optimizing the operations of a fast paced, multi-tenant digital banking contact center, ensuring best-in-class service delivery across multiple financial institution brands. This role demands a strategic, data-driven, and hands-on leader who can balance operational excellence with the unique needs of each client. The ideal candidate will possess exceptional leadership, analytical, and communication skills, capable of inspiring a high-performing team while confidently engaging with clients, executives, and cross-functional partners. The Digital Experience Center Manager will ensure the contact center operates efficiently, meets performance targets, adheres to compliance standards, and continuously improves both the customer and client experience. This is a high-impact leadership role for a customer-focused professional who thrives in a fast-paced environment, combines operational expertise with executive presence, and embraces accountability — both for their team and themselves.

Requirements

• Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent work experience).
• Minimum 2–3 years of contact center management experience; experience managing remote teams of 20+ agents strongly preferred.
• Prior banking or financial services management experience required; experience in a financial institution contact center preferred.
• Demonstrated success in client relationship management and presenting to executive and C-level audiences.
• Proven ability to analyze data, identify performance gaps, and execute improvement strategies.
• Working knowledge of contact center technology platforms such as ACD systems, chat tools, workforce management, Atlassian products, quality monitoring, and reporting dashboards.
• Excellent communication, presentation, and interpersonal skills with the ability to build strong relationships across all levels of an organization.
• Strong understanding of federal and state regulatory compliance, including BSA, Consumer Privacy, and Fair Lending.
• Availability to work evenings and weekends as required; occasional travel may be necessary.

Nice To Haves

• Experience in digital banking or fintech environments.
• Certification in workforce management, quality assurance, or project management.
• Familiarity with omnichannel contact center platforms.

Responsibilities

• Lead and oversee the daily operations of a multi-tenant digital contact center, ensuring exceptional service delivery across multiple banking clients.
• Establish and uphold performance standards for agents and supervisors, promoting accountability, professionalism, and continuous improvement.
• Monitor and analyze operational metrics (AHT, AWA, FCR, SLA, CSAT) to identify opportunities for improvement and ensure key performance indicators are consistently achieved.
• Manage scheduling, workforce allocation, and quality assurance programs to maintain efficiency and service consistency.
• Conduct regular performance evaluations, provide ongoing coaching and feedback, and implement individual development plans to build a high-performing team.
• Serve as a trusted operational partner to client institutions, representing the contact center in executive meetings, performance reviews, and strategic discussions.
• Present data-driven insights, performance outcomes, and strategic recommendations to the VP of Digital Experience, Strategy and Innovation and client stakeholders.
• Collaborate with clients and internal leadership to align service delivery with business goals, operational KPIs, and compliance requirements.
• Proactively address and resolve client concerns, ensuring satisfaction and long-term relationship growth.
• Leverage reporting tools and analytics to identify operational trends, optimize workflows, and enhance the customer experience.
• Translate complex data into actionable insights that inform staffing decisions, training priorities, and process improvements.
• Drive innovation by collaborating with technology and product teams to implement automation, omnichannel tools, and emerging best practices.
• Ensure strict adherence to contact center policies, client SLAs, and regulatory requirements, including the Bank Secrecy Act (BSA), Consumer Privacy, and Federal Regulations.
• Partner with fraud operations teams to detect and mitigate fraud risk through data analysis and process optimization.
• Maintain audit readiness by ensuring operational documentation, training, and performance reporting are current and accurate.
• Promote a culture of accountability, empowerment, and respect, where every team member is encouraged to contribute to service excellence.
• Lead by example — demonstrating integrity, empathy, and resilience in decision-making and communication.
• Recruit, train, and mentor staff to ensure ongoing professional development and a strong pipeline of future leaders.
• Support high-volume periods by assisting with inbound calls, chats, or escalations as needed.
• Provide operational leadership in new client onboarding and implementation projects, ensuring smooth integration into existing workflows.
• Partner cross-functionally to enhance customer experience strategies, optimize digital channels, and align with innovation initiatives.
• Participate in special projects or organizational initiatives as assigned by executive leadership.

Benefits

• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees