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. Experience in a financial institution contact center preferred. Demonstrated success in client relationship management and presenting to executive and C-level audiences. Proven ability to analyze data, identify performance gaps, and execute improvement strategies. Working knowledge of contact center technology platforms such as ACD systems, chat tools, workforce management, Atlassian products, quality monitoring, and reporting dashboards. Excellent communication, presentation, and interpersonal skills. Strong understanding of federal and state regulatory compliance, including BSA, Consumer Privacy, and Fair Lending. Availability to work evenings and weekends as required. Occasional travel may be necessary. Experience in digital banking or fintech environments preferred. Certification in workforce management, quality assurance, or project management preferred. Familiarity with omnichannel contact center platforms preferred.

Lead and oversee daily operations of a multi-tenant digital contact center. Establish and uphold performance standards for agents and supervisors. Monitor and analyze operational metrics to identify improvement opportunities. 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 and recommendations to leadership and clients. Collaborate with clients and leadership to align service delivery with goals. Proactively address and resolve client concerns. Leverage reporting tools and analytics to optimize workflows and customer experience. Drive innovation by collaborating with technology and product teams. Ensure adherence to contact center policies, SLAs, and regulatory requirements. Partner with fraud operations teams to detect and mitigate fraud risk. Maintain audit readiness. Promote a culture of accountability, empowerment, and respect. Lead by example with integrity, empathy, and resilience. Recruit, train, and mentor staff. Assist with inbound calls, chats, or escalations during high-volume periods. Provide operational leadership in new client onboarding. Partner cross-functionally to enhance customer experience strategies. Participate in special projects as assigned.