Manager, Business Operations & Strategy

Travis Credit Union•Vacaville, CA

About The Position

The Business Operations & Strategy Manager provides strategic direction and oversight of Contact Center operational performance. The role combines operational management and strategic planning to deliver exceptional member service and efficient workflows aligned with organizational goals. It drives enterprise-level initiatives, influences policy decisions, and leads innovation across service channels to improve efficiency, scalability, and member experience. The manager leads and develops staff, establishes performance goals, and fosters a collaborative culture of innovation, accountability, and continuous improvement. The position analyzes operational and financial data, leads cross-functional projects, champions process improvements, communicates recommendations to stakeholders, and develops strategic plans aligned with credit union goals and member needs. It also monitors KPIs, establishes compliance frameworks, and defines technology strategies supporting digital transformation. The schedule is Monday through Friday, 40 hours per week. Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union; even for hybrid or remote roles, candidates must reside within commuting distance of the corporate headquarters in Vacaville, California. Work is generally performed in an office environment, using standard office equipment, and is usually sedentary. The employer cannot sponsor employment visas; candidates must already be authorized to work in the United States.

Requirements

Proven leadership experience managing teams in a high-volume, member-facing environment.
Strong analytical skills and proficiency with data visualization tools such as Tableau or Power BI.
Experience with workforce management systems and contact center technologies.
Excellent communication, leadership, and stakeholder engagement skills.
Skill in managing cross-functional projects, timelines, budgets, and communications.
Demonstrated ability to lead organizational change initiatives and support teams through transitions.
Strategic thinking and a track record of driving innovation and continuous improvement.
A BA/BS in Business Administration or a related field, or equivalent related work experience.
At least 5 years of experience in business operations, strategy, or contact center management, preferably in financial services or credit unions.
At least 3 years in a supervisory or leadership role.
Current authorization to work in the United States; employment visa sponsorship is unavailable.
Residence within a reasonable commuting distance of the communities served by Travis Credit Union; for hybrid and remote roles, residence must also be within commuting distance of the Vacaville, California headquarters.

Nice To Haves

Certification in Lean, Six Sigma, or similar methodologies is preferred.
Experience in financial services or credit unions is preferred.

Responsibilities

Lead, train, evaluate, coach, professionally develop, and motivate staff to attain department goals.
Set and monitor performance goals and promote involvement, initiative, and teamwork.
Lead leadership development plans, including mentorship, succession planning, and career growth opportunities.
Foster a high-performing, collaborative culture that promotes innovation, accountability, and continuous improvement.
Analyze complex operational and financial data to identify trends, forecast performance, and provide actionable insights to senior leadership.
Lead enterprise-level, cross-functional projects, making decisions about scope, timelines, and resource allocation while ensuring stakeholder alignment.
Champion process improvement initiatives that enhance efficiency, scalability, and member experience; evaluate return on investment and risk impact before implementation.
Communicate strategies, insights, and recommendations to executives, teams, and stakeholders to influence organizational decision-making.
Develop and execute strategic plans aligned with credit union goals and member needs; monitor KPIs and ensure strategic objectives are achieved.
Establish compliance frameworks and ensure adherence to regulatory requirements and internal policies across operational initiatives.
Define and implement technology strategies that support digital transformation, exercising discretion in vendor selection and technology investments.