Operations Continuous Improvement - Operations Program Manager - Member Servicing Comms

Job Title: Operations Program Manager - Member Servicing Comms
Status: Exempt
Reports to: Mgr - Statement Letters and Notices
Department: Operations Continuous Improvement
Job Code: 4437
Pay Range: $85,100 - $95,000
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 an experienced operational and project lead who brings clarity, discipline, and a member-first perspective to complex servicing communications. You are a trusted subject matter expert with strong writing, editing, project management, vendor coordination, and problem-solving skills. You lead cross-functional work with sound judgment, attention to detail, and a consistent focus on accurate, compliant, and timely execution.



WHAT YOU'LL DO:

• Provide technical guidance and training to team members; coordinate day-to-day work and priorities; reinforce established standards and processes; and serve as the first point of escalation for complex operational issues.
• Perform the full range of Specialist responsibilities as needed, including drafting, editing, quality review, validation, and production coordination for member-facing servicing communications.
• Coordinate the execution of servicing communication initiatives across statements, letters, notices, forms, emails, and disclosures in alignment with established strategy, priorities, standards, and delivery timelines.
• Maintain and reinforce established governance requirements for the communication inventory, ensuring ownership, documentation, controls, organization, and content remain accurate and current.
• Lead formal review workflows with Compliance, Legal, business owners, and other stakeholders; track requirements and timelines; and resolve or escalate issues that may affect delivery.
• Perform and lead quality assurance and validation of statements, letters, notices, and other servicing documents; investigate defects, coordinate resolution, and escalate material or recurring issues.
• Oversee pre-end-of-month and end-of-month statement validation processes, which may occasionally require evening, weekend, or holiday work.
• Coordinate day-to-day digital and print vendor activities, monitor service-level requirements and production risks, and resolve or escalate issues affecting quality or delivery.
• Serve as the primary operational contact between internal teams, IT, and external vendors for secure file transfers, testing coordination, production issues, and delivery execution.
• Lead the execution of complex and high-impact projects by managing timelines, milestones, deliverables, dependencies, risks, change requests, testing, and stakeholder communications within established direction and priorities.
• Review dashboards, reports, system outputs, and production results to confirm accuracy, consistency, and adherence to established requirements.
• Identify process improvement opportunities, implement approved enhancements, and support system changes that strengthen controls, improve efficiency, and enhance servicing communications and the member experience.
• 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
• 5+ years of progressively responsible experience in operational communications, project delivery, document governance, quality assurance, print and digital vendor coordination, or related areas, including experience leading complex cross-functional initiatives 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/ShowJob.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.