Sr Member Care Projects Coordinator

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

THE DETAILS

Job Code:

12123

Grade:

23S

Status:

Exempt

POSITION AND PURPOSE

Support the development and delivery of initiatives in support for member experience improvements and operational scalability aligned to business unit strategic objectives.

Responsible for coordinating business and technology workstreams to ensure technology initiatives are appropriately prioritized, delivered on schedule, meet business requirements, and are operationally ready for production implementation. Acts as the liaison between business stakeholders, technology teams, and supporting functions to ensure successful delivery, adoption, and sustainment of technology-enabled solutions. Acts as the "conductor" across business owners, technology teams, and operational stakeholders to ensure prioritization, readiness, execution, communication, and delivery timelines are achieved.

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 an organized and proactive project professional who brings structure, clarity, and accountability to complex business and technology initiatives.

You are a trusted cross-functional partner who builds strong relationships, communicates effectively, and connects business leaders, technology teams, vendors, and operational stakeholders to achieve shared objectives.

You anticipate risks, resolve obstacles, and coordinate priorities, requirements, testing, communications, and operational readiness to ensure solutions are delivered successfully and positioned for long-term adoption.

THE WORK

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Portfolio & Prioritization Management
*Manage intake, evaluation, and prioritization of business requests, defects, enhancements, and technology initiatives.
*Facilitate prioritization discussions between business leaders and IT to align resources with strategic objectives.
*Maintain visibility of project and enhancement backlogs, dependencies, and competing priorities.
*Escalate priority conflicts and resource constraints to leadership.

•

Program & Delivery Coordination
*Coordinate delivery activities across business units, IT, vendors, and support teams.
*Monitor project timelines, milestones, risks, issues, and dependencies.
*Ensure deliverables are completed on schedule and meet agreed-upon quality standards.
*Facilitate governance, status reporting, and executive communications.

•

Business Requirements & Solution Alignment
*Partner with business owners to understand operational needs and desired outcomes.
*Ensure requirements are clearly documented, validated, and understood by technical teams.
*Verify proposed technology solutions align with business objectives and operational capabilities.
*Coordinate stakeholder reviews and approvals throughout the development lifecycle.

•

Operational Readiness & Change Management
*Lead business readiness activities required for production implementation.
*Ensure procedures, job aids, training materials, communications, support plans, and controls are completed before go-live.
*Coordinate readiness reviews and formal Go/No-Go decisions.
*Identify operational risks and readiness gaps and drive remediation efforts.

•

Testing & Quality Assurance
*Coordinate User Acceptance Testing (UAT) activities and business sign-offs.
*Validate delivery outcomes against business requirements and acceptance criteria.
*Ensure defects are tracked, prioritized, resolved, and appropriately mitigated.
*Confirm readiness evidence is documented and retained.

•

Stakeholder Engagement & Communication
*Serve as the primary liaison between business units and technology teams.
*Facilitate cross-functional collaboration and decision-making.
*Communicate project status, risks, impacts, and implementation plans to stakeholders.
*Ensure leadership has visibility to major decisions and delivery risks.

•

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 business administration, Management Information Systems or Computer Science or related experience is required

•

8+ years of combined experience in project analysis, coordination and management with a minimum of five years of experience directly managing projects or servicing teams required

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Experience managing moderate complexity projects end-to-end required, preferably in a financial institution

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Exceptional oral and written communication skills to interact with members, credit union staff and management, negotiate vendor agreements and manage project teams.

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Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as personal computer, multi-use copiers and telephone.

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Excellent project management skills are required to manage the implementation enterprise-wide projects, prepare recommendations, perform analysis, and to accomplish other project management functions as listed.

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Ability to work under pressure and tight deadlines; may be required to work extended hours to complete tasks and must be able to work on own initiative.

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Makes sound decisions in the absence of detailed instructions.

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Plans and organizes work with little or no assistance and requires minimal supervision

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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:

Branch and departmental staff and management. Senior level technical resources, such as Enterprise Application leadership, IT-Programmers, Technical Business Analysts, Project Managers, and Internal Audit.

EXTERNAL:

Vendors, government agencies, other industry associations and peers at other financial institutions.

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.