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Job description
Description
Here’s what you can expect from the job and what you need to be successful:
What You’ll Do
Lead and be the voice for a 450-person member-experience operation
What you’ll own
A ~450-person operation headquartered in Chelmsford, MA, leading multiple senior leader cohorts. You'll set its direction, run it through your leadership team rather than by touching every part yourself, and orchestrate across Workforce Management, Quality, and Training at scale. You'll be a primary voice for the unified contact center, turning member-pain patterns into insights and actions for our shared services and product organizations and carrying our perspective into executive rooms.
Who thrives here
Leaders who are obsessive about the member experience and about the integrity of the operation they run; who have built leaders of leaders; who can carry a function's voice to executives; and who lead change without losing the who are experiencing the change. If you run operations like it was your business and care about members like they're your own, we want to meet you.
What We're Honest About
This is a senior, accountable, high-visibility role. You'll own outcomes and economics at scale, lead through real change, and do it in a member-owned, regulated environment where integrity and compliance are absolute. As the east coast leader in a national organization, you'll often be the one "in the room" on behalf of all of us.
Role summary
The Senior Director owns the operational health and strategic direction of the East Coast contact center team at scale, running a large, multi-layer operation as a coherent system, and serve as a primary voice for the unified contact center organization across the enterprise.
Scope of operation
A large regional operation of approximately 450 hybrid and WFH staff, headquartered in Chelmsford, MA, spanning multiple senior leader cohorts and layers, operating a hybrid model; the role carries heightened enterprise visibility given its proximity to other executives and its time zone displacement from the west coast offices.
Core responsibilities
Own regional performance at scale across service & sales, quality, people, and cost, running the operation as an integrated system rather than by direct intervention.
Set regional operational and strategic direction; shape the operating model; influence enterprise-level decisions affecting the contact center.
Lead and develop multiple coaching levels and cohorts; own succession and bench strength across layers; hold the leadership system accountable for outcomes.
Orchestrate across Workforce Management, Quality, Training, and related functions at scale, aligning peers to shared member and business outcomes.
Serve as a primary enterprise voice for the unified contact center - synthesizing member-pain into high-value insight for our shared services and product teams, representing the organization credibly to peer executives.
Lead major change and transformation (technology, AI, digital, and integration) across the operation and, where designated, across the unified organization.
Champion integrity, compliance, and honest operations as non-negotiable, and build a culture in which raising a control issue is safe and expected.
Own retention, engagement, and the earned-hybrid model at scale, administered fairly across on-site and distributed staff.
Essential Skills
10+ years: Demonstrated experience running a large or multi-site contact center operation with full accountability for outcomes, in companies with sharply defined member/customer experience goals and missions including financial services, high touch hospitality or retail, concierge health and insurance, and similar.
3+ years: Evidence of leading through multiple layers of leadership and building leaders of leaders.
Experience representing a function to senior executives and shaping cross-organizational decisions.
A record of leading significant change or transformation end to end.
Strong matrix-leadership track record at scale.
Integrity, compliance & conduct
Personal accountability for compliance and controls at scale, including pay for performance mechanisms and coaching for safety and soundness.
A demonstrated history of high integrity under pressure to deliver performance outcomes.
Deep alignment with the credit union's member-first mission and values, and the credibility to carry them into executive forums.
Location
Chelmsford, MA
Target Compensation
$160,000 - $190,000 annually
Schedule
Monday - Friday 8am - 5pm
Who We Are
Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.
Employees Are Eligible For
Traditional medical, dental, and vision coverage
Generous 401(k) match
Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
Paid federal holidays
Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)
Employment Statements
First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
First Tech is not currently offering Visa transfer/sponsorship for this position.
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Worksite address
chelmsford, MA, 01824, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.