Member Experience Operations Manager
4Front Credit Union | Member Experience | Exempt
This position is not eligible for immigration sponsorship.
This role is required to be in office Tuesday-Thursday.
Salary Range: $85,400 - $118,700
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About 4Front Credit Union
At 4Front, we are more than a financial institution — we are a community partner, a trusted advisor, and a team committed to helping our members achieve their financial dreams.
We believe in:
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Building authentic relationships
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Empowering our employees to grow and lead
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Creating a culture of respect, inclusion, and collaboration
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Delivering service that truly wows
Our team members live our credit union philosophy every day — people helping people.
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Why Join 4Front?
We care deeply about our team. When you join 4Front, you can expect:
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Competitive pay
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Comprehensive medical, dental, and vision insurance
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Generous PTO and paid holidays
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401(k) with employer match
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Tuition reimbursement and professional development opportunities
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Career growth pathways within a stable and growing organization
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A collaborative, supportive culture focused on teamwork and DEI
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Community involvement opportunities
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Reporting Structure
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Reports to: Chief Experience Officer (CXO)
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Direct Reports: Member Experience Training & Strategy Specialists, Member Experience Operations Specialist
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Position Purpose
The Member Experience Operations Manager is responsible for the design, execution, and continuous improvement of operational systems that support the branch and communication center channels. This role leads the development of policies, procedures, training frameworks, and quality control processes that ensure consistent, efficient, and compliant service delivery. The position serves as a central resource for operational guidance and supports alignment across departments to enhance the overall member experience. Through leadership, process design, and data-driven decision making, this role ensures that member experience operations are scalable, effective, and aligned with organizational goals.
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What You’ll Do
Operational Strategy & System Design
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Develop and lead operational strategies that support branch and communication center performance
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Design and maintain policies, procedures, and workflows that drive consistency and efficiency
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Align operational systems with organizational goals and member experience standards
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Identify opportunities to improve processes, tools, and service delivery models
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Policy, Procedure & Knowledge Management
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Own development and maintenance of policies, procedures, and knowledge base resources
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Ensure information is accurate, accessible, and consistently applied across channels
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Serve as the central authority for operational guidance
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Promote standardization and clarity across member-facing teams
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Quality Control & Risk Management
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Lead quality control programs across member experience operations
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Ensure accuracy of member account activities, transactions, communications, and reporting
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Oversee audit readiness, internal reviews, and compliance activities
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Partner with Risk, Lending, IT, and QA to ensure data integrity and operational soundness
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Training Strategy & Execution Alignment
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Oversee development and alignment of training programs for branch and communication center teams
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Ensure training supports operational consistency, compliance, and performance
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Partner with Training & Strategy Specialists to deliver effective learning solutions
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Align training with system updates, policy changes, and organizational initiatives
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Performance Monitoring & Continuous Improvement
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Establish and monitor operational performance metrics
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Analyze trends related to service quality, efficiency, and compliance
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Identify gaps and implement improvements across systems and processes
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Drive continuous improvement initiatives
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Operational Oversight & Channel Support
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Ensure branch and communication center operations are supported with effective systems and processes
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Maintain branch staffing model to balance efficiency and member experience
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Support operational readiness for new products, services, and initiatives
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Ensure alignment between operations and service delivery expectations
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Leadership & Team Development
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Lead and develop Member Experience Operations team members
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Establish performance expectations and accountability
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Support professional growth, training, and development
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Foster a collaborative, high-performing team culture
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Cross-Functional Collaboration
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Serve as primary liaison for operational matters across departments
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Partner with Lending, Risk, IT, and other teams to support organizational initiatives
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Ensure alignment between operations and enterprise priorities
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Communicate risks, issues, and opportunities effectively
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Operational Excellence
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Ensure systems and processes are efficient, scalable, and well-documented
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Maintain accuracy and integrity of operational data and reporting
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Anticipate challenges and proactively implement solutions
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Support continuous improvement of member experience operations
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What Success Looks Like
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Operational systems support consistent, efficient, and compliant service delivery
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Policies, procedures, and knowledge resources are clear, accurate, and widely used
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Quality control and audit processes are effective and reliable
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Training programs align with operational needs and performance goals
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Service delivery is consistent across branches and communication center
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Operational metrics show continuous improvement
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Member Experience Operations supports organizational success
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Qualifications
Education
Bachelor’s degree preferred
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Experience
5–10+ years of experience in operations, risk, or member experience functions
Leadership experience required
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Knowledge & Skills
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Strong understanding of financial institution operations and service delivery
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Knowledge of policies, procedures, and quality control frameworks
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Strong analytical and problem-solving skills
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Ability to design and improve operational systems
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Excellent communication and collaboration abilities
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Leadership and team development skills
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Knowledge of regulatory and compliance requirements
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Physical & Work Environment
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Primarily office environment
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Frequent sitting, typing, and computer use
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Travel may be required
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Compliance Commitment
This role requires adherence to organizational policies related to privacy, information security, and regulatory standards
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Additional Expectations
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Assumes responsibility for tasks and duties as assigned
This job description is not intended to be all-inclusive. Additional duties may be assigned as needed.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
