Operations Continuous Improvement - Operations Program Manager - Member Servicing Comms

Job Title: Operations Program Manager

• Member Servicing Comms Status: Exempt Reports to: Department: Operations Continuous Improvement Job Code: 4437 Pay Range: $85,100 - $92,000 Annually Location: Hybrid in Sacramento, CA WHO WE ARE: Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

You are driven by the chance to improve experiences and create lasting value. You combine operational excellence, project leadership, and analytical thinking to improve workflows, increase efficiency, and support strategic business initiatives that benefit both employees and members.

WHAT YOU'LL DO

Coordinate and lead execution of servicing communication initiatives, ensuring alignment with strategic objectives and timely delivery. Oversee pre-end-of-month and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work. Provide guidance and mentorship to team members and serve as the first point of escalation for complex issues.

Collaborate with internal departments and external vendors to support effective communication and delivery. Maintain governance of the correspondence inventory and ensure accurate documentation. Monitor team adherence to SLA requirements for all communication processes and deliverables. Manage and maintain the document content library, ensuring accuracy, organization, and timely updates.

Manage vendor relationships for statement and letter distribution (digital and print); and troubleshoot and resolve vendor-related issues. Administer team systems, dashboards, and reporting tools to support program objectives. Draft and edit member-facing operational correspondence to ensure clarity, compliance, and brand consistency.

Facilitate formal review workflows for communications and service documents, coordinating with Compliance, Legal, and other stakeholders to meet SLA timelines. Conduct ongoing quality assurance (QA) and validation of member statements, letters, and other servicing documents. Prepare and deliver reports on project performance and conduct post-project reviews to identify improvements.

Manage multiple projects simultaneously, including timelines, milestones, and stakeholder communications. Identify and implement process improvements to streamline workflows and enhance automation. Perform other duties or special projects as assigned. QUALIFICIATIONS AND PREFERENCES: Bachelor’s Degree in a related field required Additional relevant work experience may be considered in lieu of a 4-year degree 3+ years of experience, with a focus on print and digital vendor management, operational communications, or related areas required WHY JOIN US: Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs.

These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion.

We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best. Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/Show. Job.aspx?

EntityID=2&id=2646 DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS: The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job.

Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.