Experience Center Program Manager II

First Tech Credit Union • Hillsboro, OR

6d • $86,000 - $113,000 • Onsite

About The Position

The Program Manager II, Experience Center partners with other business units to ensure channel readiness as it relates to process, products, projects, initiatives, and communication. Primary Responsibilities: Manage retail programs and support, including indirect management of SLA/SOW directly associated with business units and functions, focusing on more complex business units Ensure the channel is represented across enterprise functions and activities, presenting to peers and leadership as required Leverage and collaborate with other program managers in the organization to create alignment and the appropriate level of integration enterprise-wide Develop a prioritized list of pain points for members and employees; actively leverage internal and organizational resources to escalate, solve-for, and execute Manage internal communication program that successfully engages retail employees internally and communicates the retail story externally all while complimenting relevant partners Directly assist and support member escalations, problems, and complaints Optimize and streamline the channel for efficiency gains, member sentiment enhancement, and employee satisfactions Productively and constructively communicate and appropriately prioritize the interest of members and employees inside of the retail channel Manage our support function partnerships

Requirements

• Minimum 3 years' experience in business program analysis, evaluation, and implementation and systems experience in retail financial services environment; some project management experience is preferred
• Experience in design or redesign of complex cross functional process flows is preferred
• Ability to deliver effective stakeholder presentations to both peer and executive level audiences
• Ability to articulate complex concepts; tailoring the message to various audiences, including leadership, technical teams, and member support teams
• Ability to meet and exceed timelines in a fast-paced, ever changing environment
• Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment
• Robust analytical and problem-solving skills to critically evaluate data to develop effective solutions
• Ability to foster strong relationships with internal and external stakeholders
• Intermediate knowledge of Microsoft Office Suite, including Visio

Nice To Haves

• Six Sigma or PMP preferred

Responsibilities

• Manage retail programs and support, including indirect management of SLA/SOW directly associated with business units and functions, focusing on more complex business units
• Ensure the channel is represented across enterprise functions and activities, presenting to peers and leadership as required
• Leverage and collaborate with other program managers in the organization to create alignment and the appropriate level of integration enterprise-wide
• Develop a prioritized list of pain points for members and employees; actively leverage internal and organizational resources to escalate, solve-for, and execute
• Manage internal communication program that successfully engages retail employees internally and communicates the retail story externally all while complimenting relevant partners
• Directly assist and support member escalations, problems, and complaints
• Optimize and streamline the channel for efficiency gains, member sentiment enhancement, and employee satisfactions
• Productively and constructively communicate and appropriately prioritize the interest of members and employees inside of the retail channel
• Manage our support function partnerships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees