Member Service Center Experience Manager

University of Virginia Community Credit Union•Charlottesville, VA

9d•Hybrid

About The Position

The Member Service Center Experience Manager enhances and optimizes the member experience across the Credit Union’s contact center and digital service channels. The role leads work involving contact center technology, chat and secure messaging platforms, service quality programs, reporting and analytics, and process improvement. It combines operational leadership, technology management, and member experience expertise to support seamless service experiences. The manager works closely with Member Service Center leadership and cross-functional partners to improve service delivery, use technology solutions, drive efficiency, and ensure member interactions reflect the Credit Union’s commitment to service excellence. The position is eligible for a hybrid work arrangement. Regular onsite attendance is expected Tuesday through Thursday, with additional onsite presence as needed for training, operational needs, or technology-related support.

Requirements

Three to five years of progressive experience in a financial institution, contact center, customer service operation, or member service environment.
Bachelor’s degree in Business, Finance, Communications, Technology, or a related field, or an equivalent combination of education and relevant experience.
Experience with contact center platforms, digital service channels, quality assurance programs, reporting, analytics, or process improvement initiatives.
Ability to analyze data, identify trends, and develop practical recommendations that improve operational performance and member experience.
Experience coordinating projects, system enhancements, operational improvements, or technology implementations.
Strong written, verbal, analytical, organizational, and problem-solving skills.
Ability to manage multiple priorities while maintaining attention to detail and service quality.
Ability to collaborate effectively across departments and influence positive outcomes.

Nice To Haves

Prior leadership, supervisory, project lead, or functional lead experience.
Experience with Five9 or a comparable cloud-based contact center platform.
Credit union, banking, or other financial services experience.
Experience with chat, secure messaging, artificial intelligence, automation, self-service technologies, or workforce management practices.

Responsibilities

Lead initiatives to improve the member experience across phone, chat, secure messaging, self-service, and other digital service channels.
Oversee contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation.
Evaluate member interactions, service trends, and feedback to identify opportunities to improve service delivery and digital adoption.
Manage service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations.
Oversee digital communication channels to ensure service is timely, accurate, professional, and member-focused.
Develop and maintain operational and member experience reporting, translating data into actionable recommendations and business improvements.
Identify and implement process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience.
Partner with Information Technology, Operations, Compliance, Training, Marketing, and other departments on projects affecting member service delivery.
Support employee development, training initiatives, and adoption of new tools, processes, and technologies.
Keep leadership informed of emerging trends, operational opportunities, and service-related concerns.