Member Experience Manager
On-siteFargo, North Dakota, United States
Job Summary
Lead the Contact Center and Digital Services teams by hiring, training, coaching, and managing performance while championing member-first service standards. Oversee inbound and outbound operations, staffing, and quality assurance across phone, email, online banking, and mobile channels. Use data to drive decisions on service levels, call quality, and digital adoption, then streamline processes and leverage automation to enhance member experience. Partner with IT, Marketing, and Compliance to lead technology projects, manage Zoom administration, and maintain internal controls for fraud prevention and security. Support department strategy through budgeting, goal setting, and regulatory audits, providing regular performance updates to leadership.
Required Qualifications
- Three to five years of leadership experience in a Contact Center, financial institution, or member service environment
- Strong leadership, coaching, and employee development skills
- Excellent communication and interpersonal skills
- Ability to lead change, manage multiple priorities, and work effectively across departments
- Strong analytical and problem-solving skills
Desired Qualifications
- Experience with online banking platforms, digital products, services, or financial technology preferred
- Understanding of applicable financial regulations and security practices
- Experience with CRM platforms, workforce management tools, Contact Center management systems, or Zoom preferred
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