Senior Principal Partnership Operations

Alliant Credit Union•Chicago, IL

6d•$119,400 - $204,600•Hybrid

About The Position

In this hybrid role based at our Chicago headquarters, you will ensure a seamless end-to-end member experience across Alliant's partner ecosystem. Work cross-functionally with marketing, product, technology, servicing, operations, compliance, legal, analytics, and external partners to identify, optimize, and operationalize member journeys from acquisition through onboarding, engagement, servicing, and retention. Improve operational effectiveness, member satisfaction, and business outcomes across partner programs by applying strategic thinking, data analysis, process improvement, and stakeholder influence.

Requirements

Minimum - 4 Year Bachelors Degree in Business Administration, Marketing, Operations Management, Finance, Information Security or related
Minimum - 5 Years of Operations, customer experience, product management, partnership management, consulting, or related
Minimum - 3 Years of Leading complex cross-functional initiatives involving multiple stakeholders with a focus in product, marketing, digital and servicing or related
Minimum - 5 Years of Documenting business processes, customer journeys, operational workflows, and business requirements
Minimum - 5 Years of Analyzing operational, customer, and business performance data to identify improvement opportunities
8 Years of Partnership operations, program management, customer experience, business operations, consulting or related (In Lieu of Education)

Nice To Haves

Preferred - Graduate Degree in Business Administration (MBA) or related

Responsibilities

Own the end-to-end member experience across partnership programs by documenting, analyzing, and continuously improving member journeys.
Identify friction points, operational gaps, and customer pain points across acquisition, onboarding, servicing, and retention processes.
Develop recommendations and implementation plans to improve member experience, operational efficiency, and partner performance.
Measure key member experience metrics, operational performance indicators, and business outcomes to drive continuous improvement.
Partner with teams such as marketing, product, technology, servicing, operations, compliance, risk, and legal to align requirements and deliver seamless member experiences.
Coordinate cross-functional initiatives and partner with EPMO to ensure partnership programs launch successfully and operate effectively.
Facilitate working sessions and stakeholder meetings to resolve issues, drive decision-making, and maintain alignment across teams.
Manage operational readiness activities, ensuring business processes, systems, communications, and servicing teams are prepared to support new and existing partner programs.
Design and implement operational standards, documentation, governance processes, and service-level expectations across partner programs.
Monitor operational performance and partner-specific issues, driving root cause analysis and corrective action plans.
Establish reporting and dashboard requirements to provide visibility into program performance, member experience, and operational health.
Serve as a primary operational liaison between internal stakeholders and external partners for program execution and ongoing optimization.
Communicate program performance, operational risks, dependencies, and recommendations to leadership and partner stakeholders.
Support business case development, program evaluations, and strategic initiatives related to partnership growth and member engagement.
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act.
Ensures compliance with all applicable state and federal laws, company procedures and policies.
Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.