Director, Member Engagement

LendingClub • Lehi, UT

2d • $130,000 - $160,000 • Hybrid

About The Position

LendingClub is committed to delivering exceptional service through Lending Care — our promise to support members with empathy, simplicity, and foresight. We are seeking a Director of Member Engagement Operations to lead our contact center and service delivery organization. In this senior leadership role, you will oversee a large, high-volume Member Engagement organization in a regulated environment. You will be responsible for service delivery, operational performance, and team leadership, while partnering closely across the business to continuously improve how we support our members. This role is ideal for a customer-focused operations leader who is comfortable operating at scale, leveraging data and technology, and developing strong, engaged teams.

Requirements

• 10+ years of progressive experience in contact center or customer service operations within financial services, lending, or another highly regulated industry
• 5+ years of experience leading 50+ employees in a high-volume contact center or large customer service organization
• Bachelor’s degree in a related field; or equivalent practical experience
• Demonstrated success improving service performance while introducing new tools, processes, or capabilities
• Strong operational judgment with the ability to balance innovation, compliance, risk management, and member trust
• Proven ability to influence and partner effectively within a matrixed organization

Nice To Haves

• Experience working with AI-enabled service tools or advanced analytics in a contact center environment is preferred

Responsibilities

• Own end-to-end service delivery for a large, high-volume Member Engagement organization, driving results across member satisfaction, quality, productivity, and cost efficiency
• Set clear goals, operating rhythms, and accountability across the organization, using data, member feedback, and operational insights to guide decisions and improvements
• Champion a consistent, easy, and personal member experience aligned with LendingClub’s service principles, partnering cross-functionally to reduce friction in member journeys
• Lead, coach, and develop a team of people leaders and frontline managers, fostering an inclusive, high-engagement culture grounded in performance and development
• Support the responsible adoption of AI-enabled tools and new capabilities to improve service outcomes while balancing risk, compliance, and member trust
• Collaborate closely with Product, Engineering, Risk, Compliance, and Operations partners, representing Member Engagement Operations in service strategy and experience discussions

Benefits

• LendingClub offers a competitive benefits package that includes medical, dental, and vision coverage for employees and their families, a 401(k) match, health and wellness programs, flexible time off for salaried employees, up to 16 weeks of paid parental leave, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Director