Manager, Business Operations & Strategy

Travis Credit Union•Vacaville, CA

3d•$98,230 - $121,347

About The Position

The Manager, Business Operations & Strategy is a leadership role responsible for the strategic direction and operational performance of the Contact Center. The position combines operational management and strategic planning to support 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 role leads and develops staff, sets and monitors performance goals, and fosters a collaborative culture focused on accountability, innovation, and continuous improvement. It analyzes operational and financial data, leads cross-functional projects, develops strategic plans, oversees compliance, and defines technology strategies in support of digital transformation. Work is generally performed in an office environment and is usually sedentary, with standard office equipment available. 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 and, for hybrid or remote roles, within commuting distance of its corporate headquarters in Vacaville, California. Employment visa sponsorship is not available; 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.
Bachelor’s degree 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.

Nice To Haves

Certification in Lean, Six Sigma, or similar methodologies.

Responsibilities

Lead, train, evaluate, coach, develop, and motivate staff to achieve department goals.
Set and monitor performance goals and promote employee involvement, initiative, and teamwork.
Lead leadership development plans, mentorship, succession planning, and career growth opportunities.
Foster a high-performing, collaborative culture that promotes innovation, accountability, and continuous improvement.
Analyze operational and financial data to identify trends, forecast performance, and provide actionable insights to senior leadership.
Lead enterprise-level cross-functional projects, determining scope, timelines, and resource allocation while aligning stakeholders.
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 decisions.
Develop and execute strategic plans aligned with credit union goals and member needs; monitor KPIs and progress toward strategic objectives.
Establish compliance frameworks and ensure adherence to regulatory requirements and internal policies across operational initiatives.
Define and implement technology strategies supporting digital transformation, including decisions about vendors and technology investments.