Digital Experience Center Manager

Bachelor’s degree in Business, Communications, Management, or related field (or equivalent work experience). Minimum 2–3 years of contact center management experience. Experience managing remote teams of 20+ agents strongly preferred. Prior banking or financial services management experience required. Demonstrated success in client relationship management. Proven ability to analyze data and execute improvement strategies. Working knowledge of contact center technology platforms (ACD, chat, WFM, quality monitoring, reporting dashboards). Excellent communication, presentation, and interpersonal skills. Strong understanding of federal and state regulatory compliance (BSA, Consumer Privacy, Fair Lending).

Lead daily operations of a multi-tenant digital contact center. Establish performance standards and monitor operational metrics. Manage scheduling, workforce allocation, and quality assurance. Conduct performance evaluations and provide coaching. Serve as an operational partner to client institutions. Present data-driven insights to leadership and stakeholders. Collaborate with clients and leadership on service delivery. Resolve client concerns. Leverage analytics to optimize workflows and customer experience. Drive innovation with technology and product teams. Ensure adherence to policies, SLAs, and regulatory requirements. Partner with fraud operations to mitigate risk. Maintain audit readiness. Promote a culture of accountability and respect. Recruit, train, and mentor staff. Assist with inbound calls, chats, or escalations as needed. Provide operational leadership in new client onboarding. Enhance customer experience strategies and digital channels. Participate in special projects.