Member Experience Mgr I - Digital

Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members. For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.Join us—and experience what it means to truly love what you do.The Member Experience Manager I – Digital supports the Branch Manager in overseeing the day-to-day operations of the digital branch. This role ensures exceptional service delivery across all digital member touchpoints, supports sales and operational goals, develops and coaches team members, and ensures compliance with all policies and procedures. The position serves as a key leader in driving a high-performing, service-oriented culture within Partners Federal Credit Union.Essential Responsibilities:Supervise the daily operations and performance of Member Experience Professionals, ensuring efficient, accurate, and professional delivery of services across all digital channelsAct as a backup to the Branch Manager, providing leadership continuity and operational oversightSupport the achievement of digital branch sales goals through personal production, team coaching, and demonstration of effective consultative sales techniquesEnsure all branch operational and compliance procedures are followed, including audit, security, and service quality standardsOversee accurate time entry for assigned employees, ensuring compliance with timekeeping policiesCreate and maintain weekly and rotating branch schedules, ensuring adequate coverage across all member service channels and hours of operationDrive outbound engagement by ensuring staff effectively identify, build, and maintain a network of member contacts through leads, referrals, and digital outreach campaignsProvide leadership and development through effective goal-setting, coaching, delegation, and communicationPartner with Performance and Development Coaches to implement Success Maps, Playbooks, and training plans that support growth, success, and career development for branch staffDemonstrate and promote Partners’ Core Values of Care, Respect, Commitment, Integrity, and Trust in all interactionsAdditional Responsibilities:Perform procedures for opening and closing operations, including vault, alarm, and door duties as assignedAccurately complete Internal Verification Process (IVP) reports and other audit requirementsCommunicate emerging operational or member issues promptly to the Branch ManagerKnowledge & SkillsMinimum Education Required to Perform Job:High School Diploma or GEDMinimum Years of Relevant Work Experience Required to Perform Job Upon Hire:2 to 5 yearsOther Training, Technical Skills, or Knowledge Required:Experience using Microsoft OfficeOther Measurable Abilities Required:Excellent Member Service, verbal, and written communication skillsAbility to take initiative, work in a team, and resolve conflictsExceptional decision-making and problem-solving skillsShift Work:Shift work including weekends consists of hours outside of an 8-5 schedule to cover the hours of operation.SCOPE OF JOBDiscretion/Latitude:This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.Supervisory Scope:Provides leadership to cast through effective objective setting, coaching, delegation, and communicationEnsures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employeesTracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvementPhysical Demands & Environmental/Working Conditions:This position requires the ability to:move self in different positions to accomplish tasks in various environments including tight and confined spacesremain in a stationary position, often standing or sitting for prolonged periodsadjust or move objects up to 15 pounds in all directionsperform repeat motions that may include the wrists, hands, and/or fingersuse primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers togetherverbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quicklyhear average or normal conversations and receive ordinary informationprepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuityDisclaimerThe information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.The hiring range for this position in California is $68,640 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.Powered by JazzHRV7W2t0tz93