VP - Digital & Contact Center Technology

Job Title: VP, Digital & Contact Center Technology

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented Team Members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview:

The Vice President, Digital and Contact Center Technology, will shape the organizations trajectory by leveraging technology to elevate member experience, operational efficiency, and overall business performance across digital and contact center channels. In alignment with the Premier America’s financial, operational, and member-centric objectives, this role is charged with developing both short- and long-term strategies and the executing the business needs for these member-facing channels. The successful candidate will be forward-thinking to continuously monitor emerging industry and technology trends to inform strategic decision-making. By staying ahead of the curve, this role will be empowered to establish strategies aimed at enhancing and transforming the digital and contact center channels.

Please note that this is an in-office position and therefore candidates must be local.

What You Will Do:

• Digital Transformation: Lead digital transformation initiatives aimed at modernizing and enhancing digital engagement channels. This may involve implementing new technologies, improving user interfaces, optimizing digital workflows, and integrating systems to deliver seamless omnichannel experiences.
• Contact Center Optimization: Partner with Contact Center management team and lead the optimization of contact center operations to improve efficiency, productivity, and member satisfaction. This includes evaluating and implementing new technologies, optimizing workforce management processes, and enhancing performance metrics and reporting.
• Strategic Planning: Develop and execute a comprehensive technology strategy for both digital channels and contact center operations aligned with the organizations overall business objectives. This involves identifying opportunities for leveraging technology to improve member experience, operational efficiency, and business outcomes.
• Technology Leadership: Provide leadership and direction to teams responsible for digital technologies (such as websites, mobile apps, social media platforms) and contact center systems (including telephony, IVR, ACD, CRM, chatbots, etc.). This includes setting goals, defining priorities, and fostering innovation in technology solutions.
• Performance Monitoring and Analytics: Establish key performance indicators (KPIs) and metrics to track the performance of digital channels and contact center operations. Utilize data analytics and reporting tools to analyze trends, identify opportunities for improvement, and make data-driven decisions to optimize performance.
• Cross-Functional Collaboration: Collaborate with cross-functional teams including marketing, sales, member ops, lending, IT, and operations to ensure alignment of digital and contact center initiatives with broader organizational goals. Facilitate communication and coordination among different departments to drive integrated strategies and initiatives.
• Risk Management and Compliance: Assess and mitigate risks associated with digital and contact center technologies, including cybersecurity threats, data privacy concerns, and regulatory compliance requirements. Implement appropriate safeguards and controls to protect sensitive information and ensure regulatory compliance.
• Budgeting and Resource Allocation: Develop and manage budgets for digital and contact center technology initiatives, ensuring effective allocation of resources to support strategic priorities and achieve desired outcomes. Monitor spending, track ROI, and adjust plans as needed to optimize resource utilization.
• Continuous Improvement: Foster a culture of continuous improvement by encouraging innovation, experimentation, and learning within the digital and contact center technology teams. Stay abreast of industry trends, emerging technologies, and best practices to drive ongoing innovation and excellence.
• Other duties as assigned.

What We Are Looking For:

• 10+ years of relevant experience in Digital and Contact Center technology products and solutions within the financial services industry.
• Bachelor’s degree in computer science or engineering, or equivalent years of experience
• PMP, ITIL or Agile certification a plus.
• Knowledge of vendors such as Q2, Jack Henry, Salesforce, ServiceNow, JIRA, LucidCharts, Smartsheets,MuleSoft, o365, AWS, AZURE, Alkami, Lumen, Cisco, Avaya, Five9’s, Twilio, Genesys, Talkdesk, Nice, Collabrio,Verint, Einstein, ChatGPT, Watson, Alexa, Siri is an asset
• Technical Proficiency: In-depth understanding of contact center technologies including telephony systems, IVR (Interactive Voice Response), ACD (Automatic Call Distributor), CRM (Customer Relationship Management) software, chatbots, omnichannel platforms, and workforce management systems. Deep understanding of Digital platforms (Online and Mobile) including iOS/Android Development, Secure Online Web, payments, AI, integration patterns.
• Data Analysis and Decision-Making: Skills in analyzing contact center data to derive actionable insights for improving operational efficiency, optimizing resource allocation, and enhancing member satisfaction. The ability to make informed decisions based on data-driven metrics is crucial.
• Vendor Management: Experience in managing relationships with technology vendors and third-party service providers. This includes negotiating contracts, evaluating vendor performance, and ensuring compliance with service level agreements.
• Leadership Skills: Strong leadership capabilities to manage a team of technical professionals responsible for designing, implementing, and maintaining contact center and digital solutions. This involves providing guidance, mentorship, and fostering a collaborative work environment.
• Project Management: Proficiency in project management methodologies (both Agile and Waterfall) to oversee the successful implementation of technology initiatives. This includes defining project scope, setting timelines, allocating resources, and managing risks.
• Communication Skills: Strong verbal and written communication skills to effectively convey technical concepts to technical and non-technical stakeholders. This includes the ability to translate business requirements into technical specifications and vice versa.
• Member Focus: A member-centric mindset focused on delivering exceptional experiences through contact center and digital technology solutions. This involves understanding member needs, gathering feedback, and continuously improving systems to meet evolving expectations.

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer Veterans/Disabled

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including skills, depth of work experience and relevant licenses/credentials, and may vary. The base pay range for this position is: $163k - $183K annually.

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

• Competitive pay
• Subsidized health care including medical, dental and vision.
• FSA and HAS
• Company-Paid Life and A&D insurance
• Discounts on loans (must be a member)
• Paid Vacation, Holiday, and Sick time
• 401k Retirement Saving Plan with a 6% safe harbor employer match.
• Educational Assistance Program and more!

About Us:

Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.