Digital Operations Manager

Nusenda Credit Union•North Valley, NM

18h

About The Position

Nusenda Credit Union is seeking a Digital Operations Manager to lead a team that maintains and supports digital banking products. The manager serves as the operational owner and subject matter expert for digital product operations, including troubleshooting, maintenance, refinement, and education, while ensuring high-quality experiences for members and employees. The role reviews and acts on member and internal partner feedback to help digital products meet business and member expectations for service availability and quality. It also includes developing, coaching, and monitoring team members so the team can serve as a professional resource for employee questions and issues involving digital products. The manager oversees day-to-day Digital Operations activities, provides advanced technical support and escalation management, supports back-office teams using digital banking systems, and administers internet banking platform configuration and regular processing. The position identifies opportunities to improve self-service tools, system administration, training resources, and reference materials, and works with departments and stakeholders to improve digital product support, documentation, and training.

Requirements

Three to five years of similar or related experience.
Bachelor’s degree in Business Administration or a related field.
Development, performance management, training, and employee counseling skills.
Strong analytical and problem-solving skills, including the ability to derive innovative strategies and implement them in a timely and effective manner.
Exceptional verbal, written, and presentation skills, with the ability to work with multiple levels of the organization.

Responsibilities

Oversee, coordinate, and support the day-to-day operations of the Digital Operations team, including assigning responsibilities and special projects, monitoring productivity and service levels, prioritizing operational activities, resolving problems, and driving continuous process improvement.
Provide advanced technical support and escalation management for digital products and services, including tier two and tier three technical support and on-call support, and develop recommendations for change or improvement.
Support Treasury Management, Business Banking, Deposit, Fraud, Cards, and other back-office teams that service members via Digital Banking systems.
Administer internet banking platform configuration and regular processing.
Identify opportunities to deliver value to staff and members through self-service tools, improved system administration processes, training resources, and reference materials.
Analyze support tickets, member feedback, system metrics, and internal customer input to identify and drive process and product improvements.
Work with Branch Experience, Contact Center, and other departments to elevate the member experience when digital product support is needed.
Work with the Digital Services team to develop enhancements to digital product documentation.
Work with member support business units and internal stakeholders to identify, develop, and implement improvements to digital product documentation and training.
Lead team members through daily development, coaching, and monitoring.