Director, Service Delivery Operations, Hillsboro, OR or Marlboro/Chelmsford, MA, Hybrid Eligible

Digital Federal Credit Union•Chelmsford, MA

8h•Hybrid

About The Position

This position leads the operational execution that enables First Tech’s frontline engagement approach, ensuring teams are equipped to deliver exceptional day-to-day member experiences. It oversees the systems, processes, and operational capabilities that support workforce management, branch and contact center operations, cloud-based service technologies, and product or initiative readiness. Through strong partnership with technology, operations, and cross functional leaders, this role aligns operational practices with enterprise strategy and evolving member needs. The position also champions a culture of accountability and performance, ensuring teams are empowered, supported, and consistently positioned to provide high-quality service.

Requirements

Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.
8+ years of relevant experience, 4+ years as a People Leader.
Proven ability to drive major improvements in service strategy, service delivery, employee readiness, and operational efficiency.
Strong expertise in experience optimization and strategy, service operations, and frontline enablement.
Skilled in partnering across enterprise functions with the ability to influence prioritization, shape decisions, and drive cross-functional results.
Exceptional communication abilities with a demonstrated track record of influencing senior leaders and mobilizing large, diverse teams.
Data-driven decision maker with strong knowledge of service metrics, performance management, and insights-driven improvements.
Demonstrated success leading teams through transformation, modernization, and ongoing continuous improvement.

Responsibilities

Build the core operational infrastructure required to support the service delivery engagement model, partnering with Retail and Contact Center senior leadership to translate brand values into measurable improvements in engagement, loyalty, and relationship growth.
Lead the Service Delivery Operations team in implementing the processes and systems that support friction free service delivery, enabling needs-based interactions and consistent frontline performance
Lead the Enterprise Workforce Management Program responsible for establishing best practices in forecasting, staff planning, and other disciplines; primarily supporting the Experience Division and secondary support across other member facing teams across the enterprise.
Oversee the processes, locations, systems, technology, and other resources to support effective daily operation of retail and contact center channels.
Partner within the Experience Division to develop and execute the location and staff deployment strategies.
Lead the continuous evolution of service delivery technology and systems to support reliable, scalable service delivery.
Partner with Readiness and Operations leaders to align empowerment and readiness practices, reduce process errors, improve time to change, and coordinate with enterprise change management when needed to support successful implementation of new initiatives.
Collaborate across the Experience division and enterprise functions to remove operational barriers, streamline workflows, and evolve simple, repeatable interactions into seamless, intuitive self-service experiences.
Work closely with Member Experience, Technology, Operations, and business leaders—alongside the Senior Director of Service Delivery Excellence—to operationalize the member engagement model with an emphasis on staff readiness and reliable service execution.
Leverage operational data, performance insights, and frontline feedback to identify service gaps, inform workforce, location, and technology decisions, and drive continuous improvement.
Embed regulatory, risk, and control requirements into service operations to ensure compliance, mitigate operational risk, and support sustainable growth.