Director, Service Delivery Operations, Hillsboro, OR or Marlboro/Chelmsford, MA, Hybrid Eligible

Job description

Schedule M-F 8-5 (40 hrs): What You’ll Do: Job Summary: This position leads the operational execution that enables First Tech’s frontline engagement approach, ensuring teams are equipped to deliver exceptional day-to-day member experiences. It oversees the systems, processes, and operational capabilities that support workforce management, branch and contact center operations, cloud-based service technologies, and product or initiative readiness. Through strong partnership with technology, operations, and cross functional leaders, this role aligns operational practices with enterprise strategy and evolving member needs. The position also champions a culture of accountability and performance, ensuring teams are empowered, supported, and consistently positioned to provide high-quality service. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. - Build the core operational infrastructure required to support the service delivery engagement model, partnering with Retail and Contact Center senior leadership to translate brand values into measurable improvements in engagement, loyalty, and relationship grow...