Director of Member Services

SkyPoint Federal Credit Union•Germantown, MD

9d•$113,000 - $130,000•Hybrid

About The Position

We are seeking a strategic, results-driven Director of Member Services to lead our branch network and contact center operations. This senior leadership role is responsible for delivering a seamless, high-quality member experience across all service channels while driving operational excellence, team performance, and organizational growth. You’ll partner closely with executive leadership to enhance service delivery, strengthen member relationships, and implement data-driven improvements that support our mission and long-term success.

Requirements

7–10 years of progressive leadership in retail banking, branch operations, or contact center environments
Proven success leading multi-location teams and service channels
Strong background in operations, service delivery, compliance, and risk management
Experience developing leaders through coaching and performance management
Strategic thinking and data-driven decision-making
Strong leadership, communication, and influencing skills
Project management and process improvement expertise
Knowledge of core banking systems and service platforms
Bachelor’s degree in Business, Finance, Management, or related field preferred (or equivalent experience)

Nice To Haves

This role requires travel between branch locations and attendance of key events
Must be comfortable working in a fast-paced, multi-priority environment
Based upon business needs, this position may require working at or transferring permanently to neighboring branches within a reasonable commuting distance.

Responsibilities

Lead and oversee branch and contact center operations to achieve service, sales, and efficiency goals
Develop and execute a cohesive member experience strategy across in-person, phone, and digital channels
Manage and coach leaders (Regional Branch Manager and Contact Center Manager) to drive performance and engagement
Analyze KPIs, service metrics, and trends to inform decisions and improve outcomes
Lead workforce planning, succession planning, and talent development initiatives
Ensure compliance with policies, procedures, and regulatory requirements
Drive operational improvements, streamline processes, and enhance the member journey
Manage key projects including new products, process improvements, and system implementations
Oversee budgeting, expense management, and vendor relationships
Serve as an escalation point for complex member issues
Foster a culture of accountability, collaboration, and continuous improvement