Operations Program Manager - Member Servicing Comms

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

4437

Grade:

22S

Status:

Exempt

POSITION AND PURPOSE

The Operations Program Manager – Member Servicing Communications provides expert support for strategic initiatives and leads the execution of service communication projects across all channels, including statements, letters, notices, forms, emails, and disclosures. The Program Manager ensures clarity, compliance, and alignment with brand voice and member experience standards, with an unwavering focus on flawless execution.

As the team lead, the Program Manager mentors team members, acts as the first point of escalation for complex issues, and serves as a trusted subject matter expert (SME) with deep knowledge of regulatory requirements, financial services language, and member-centric design. Key responsibilities include managing formal review workflows, coordinating vendor relationships for print and digital production, leading monthly statement validation processes, and overseeing issue resolution. The Program Manager also drives continuous process improvement and ensures adherence to established standards in collaboration with the team manager.

Additionally, this role supports implementation of projects for statement and letter systems by monitoring timelines, milestones, and deliverables. The Program Manager partners with stakeholders and vendors to resolve issues, manage change requests, and validate updates to maintain accuracy and compliance. Other responsibilities include researching industry trends, supporting system enhancements, and ensuring a seamless member experience.

This high-visibility position is critical to the credit union's image, integrity, and member trust, directly shaping how members experience and understand key communications.

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.

THE WORK

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Coordinate and lead execution of servicing communication initiatives, ensuring alignment with strategic objectives and timely delivery.

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Oversee pre-end-of-month and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work.

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Provide guidance and mentorship to team members and serve as the first point of escalation for complex issues.

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Collaborate with internal departments and external vendors to support effective communication and delivery.

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Maintain governance of the correspondence inventory and ensure accurate documentation.

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Monitor team adherence to SLA requirements for all communication processes and deliverables.

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Manage and maintain the document content library, ensuring accuracy, organization, and timely updates.

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Manage vendor relationships for statement and letter distribution (digital and print); and troubleshoot and resolve vendor-related issues.

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Administer team systems, dashboards, and reporting tools to support program objectives.

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Draft and edit member-facing operational correspondence to ensure clarity, compliance, and brand consistency.

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Facilitate formal review workflows for communications and service documents, coordinating with Compliance, Legal, and other stakeholders to meet SLA timelines.

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Conduct ongoing quality assurance (QA) and validation of member statements, letters, and other servicing documents.

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Prepare and deliver reports on project performance and conduct post-project reviews to identify improvements.

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Manage multiple projects simultaneously, including timelines, milestones, and stakeholder communications.

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Identify and implement process improvements to streamline workflows and enhance automation.

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Perform other duties or special projects as assigned.

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Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

QUALIFICATIONS

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Bachelor’s Degree in a related field required

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Additional relevant work experience may be considered in lieu of a 4-year degree

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3+ years of experience, with a focus on print and digital vendor management, operational communications, or related areas required

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Exceptional writing, editing, and proofreading skills, with the ability to tailor content for multiple audiences and adhere to defined style guidelines.

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Strong attention to detail and commitment to quality.

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Proven ability to manage multiple priorities, deadlines, and projects in a fast-paced environment.

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Proficient in Microsoft Office Suite, Adobe Acrobat, InDesign, and Photoshop.

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Comfortable working with data and systems.

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Familiarity with compliance requirements for financial communications.

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Strong interpersonal and relationship-building skills.

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Ability to manage multiple priorities and deadlines.

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Experience with content or document management tools is preferred.

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Financial services writing experience desired.

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None required

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Solves Problems Proactively - Tackles complex issues independently

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Innovates and Applies Insights - Suggests improvements

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Delivers Results with Agility - Maintains quality during change 

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Collaborates Across Teams - Works effectively with peers 

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Influences and Persuades - Shares expertise to guide others 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of staff.

EXTERNAL:

Various print vendors.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

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.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.