Director, Member Experience Operational Training

Broadview Federal Credit Union • Albany, NY

6d

About The Position

The Director, Member Experience Operational Training leads the design, delivery, and continuous evolution of training for Member Experience teams, ensuring frontline and leadership team members are prepared to deliver consistent, high-quality experiences. This role owns onboarding, certification, and ongoing development, building both the operational discipline and hospitality mindset required to serve members with confidence, care, and consistency. While primarily focused within Member Experience, this leader also partners with the greater Talent Development team to advance enterprise-wide hospitality training, helping elevate service standards and reinforce a consistent experience across all touchpoints.

Requirements

• Bachelor’s degree required
• 8+ years of experience in operational training, hospitality, contact center, retail, financial services, or similar environments
• 5+ years of leadership experience building and developing high-performing teams
• Proven experience designing and scaling onboarding and leadership development programs
• Strong understanding of operational processes, quality assurance, and compliance-driven environments
• Demonstrated success improving performance outcomes such as readiness, service quality, and member satisfaction
• Ability to translate strategy into practical execution and influence across a matrixed organization
• Strong communication and facilitation skills with an engaging, people-centered approach

Nice To Haves

• advanced degree or relevant certifications preferred
• Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

Responsibilities

• Own and evolve training strategy for Member Experience teams, aligning onboarding and development to hospitality standards, operational excellence, and values-based behaviors
• Lead end-to-end onboarding and training for frontline employees and leaders, ensuring readiness, confidence, and consistency from day one
• Design and implement structured certification and recertification programs that reinforce both service behaviors and operational accuracy
• Translate SOPs, service expectations, and regulatory requirements into practical, engaging training that supports both efficiency and experience quality
• Build and lead a high-performing training team, including trainers and facilitators, ensuring consistent delivery and scalability
• Create immersive, real-world learning experiences (simulations, practice environments, scenario-based training) that strengthen decision-making and first-contact resolution
• Partner closely with MX operational leadership and quality team to ensure training is reinforced through coaching, accountability, and daily execution
• Establish a closed-loop feedback model using member feedback, performance data, and frontline insights to continuously improve training and experiences
• Define and monitor key outcomes including readiness, service quality, operational performance, and member satisfaction (MSAT/NPS), using insights to drive ongoing improvement
• Champion a culture where a strong, consistent employee experience enables exceptional member experiences, embedding Broadview values into everyday interactions

Benefits

• competitive benefits package

What This Job Offers

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