Director of Member Services
$113,000–$130,000 year
Hybrid · Germantown, Maryland, United States
Job Summary
Senior leadership role overseeing the branch network and contact center; responsible for delivering a seamless, high-quality member experience across in-person, phone, and digital channels, while driving operational excellence, team performance, and organizational growth. Partner with executive leadership to enhance service delivery, strengthen member relationships, and implement data-driven improvements. Manage and coach Regional Branch Manager and Contact Center Manager to drive performance and engagement; analyze KPIs and trends to inform decisions; lead workforce planning and talent development; ensure regulatory compliance; drive process improvements and member journey enhancements; oversee key projects including new products, process improvements, and system implementations; manage budgeting and vendor relationships; serve as escalation point for complex member issues; travel between branch locations as needed.
Required Qualifications
- 7–10 years of progressive leadership in retail banking, branch operations, or contact center environments
- Proven success leading multi-location teams and service channels
- Strong background in operations, service delivery, compliance, and risk management
- Experience developing leaders through coaching and performance management
- Bachelor’s degree preferred (or equivalent experience)
- Willingness to travel between branch locations
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