Director - Member Solutions Center

Director - Member Solutions Center

Rockland Federal Credit Union is seeking a strategic leader to drive the Member Solutions Center’s transformation into a modern, omnichannel, data‑driven operation. The Director will collaborate with IT, Digital Experience, Operations, Marketing, Compliance, and Business Intelligence to deliver scalable, AI‑enabled service solutions that enhance member experience, operational efficiency, and compliance.

• Develop and execute a multi‑year contact center strategy aligned with the credit union’s digital, growth, and member experience goals.
• Lead the evolution from traditional call center operations to an omnichannel service model (voice, chat, secure messaging, SMS, email, chatbot, and video).
• Serve as a thought leader on AI‑enabled service delivery, balancing innovation with member trust and regulatory requirements.
• Own the roadmap for contact center technology, including:
  • Cloud‑based contact center platforms (CCaaS)
  • CRM and core system integrations
  • Workforce management and quality management tools
• Design and implement AI‑driven solutions, such as:
  • Conversational AI/chatbots and virtual assistants
  • Intelligent call routing and intent recognition
  • Agent assist tools (real‑time prompts, knowledge surfacing, sentiment analysis)
• Partner with IT and vendors to ensure solutions are secure, scalable, compliant, and resilient.
• Lead pilots and proofs of concept for emerging technologies, ensuring measurable ROI and positive member impact.
• Ensure consistent, high‑quality member experiences across all contact channels.
• Establish service standards, KPIs, and SLAs for response time, resolution, and satisfaction.
• Use data, analytics, and member feedback to continuously improve service journeys and reduce friction.
• Drive first‑contact resolution, self‑service adoption, and channel optimization.
• Implement data‑driven forecasting and workforce planning to balance cost, coverage, and experience.
• Monitor and improve productivity, quality, and cost‑to‑serve metrics.
• Lead business continuity and disaster recovery planning for contact center operations.
• Build, develop, and lead a high‑performing leadership team and workforce.
• Champion a culture of continuous improvement, innovation, accountability, and member advocacy.
• Ensure all contact center operations comply with applicable regulations, privacy standards, and internal controls (e.g., GLBA, UDAAP, record retention).

• Experience implementing CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect, similar).
• Bachelor’s degree in Business, Technology, Operations, or related field; or 8+ years of progressive experience in contact center leadership, operations, or digital service delivery.
• Demonstrated experience leading technology transformations within a contact center environment.
• Strong understanding of AI, automation, and digital self‑service technologies.
• Experience in financial services or a regulated environment (credit union or banking experience strongly preferred).
• Familiarity with AI governance, data analytics, and customer journey mapping.
• Experience supporting mergers, growth, or large‑scale operational change.

RFCU offers a comprehensive benefits package, including medical (Cigna), dental, vision, 401(k) with company match, profit‑sharing potential, flexible health and dependent care plans, life, AD&D, and LTD insurance, generous tuition reimbursement, and a PTO package designed to help employees recharge.

Base salary range: $120,000 – $135,000 per year, excluding fringe benefits or potential incentives. Final base pay will be based on skills, education, and experience.

Boston, MA

Full‑time

Director

Rockland Federal Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.