Manager, Business Operations & Strategy

The Manager, Business Operations & Strategy will lead the strategic planning and operational performance of a high-volume contact center, helping deliver exceptional service and efficient, scalable workflows. This leadership role combines data-driven decision-making, cross-functional collaboration, and operational excellence to improve the overall member experience. You will translate complex business and financial data into actionable insights, guide enterprise-wide initiatives, and influence strategic decisions. The role also focuses on developing talent, strengthening operational processes, and supporting digital transformation through effective technology strategies. Success requires a forward-thinking leader who can balance business objectives, regulatory compliance, and the evolving needs of members. Candidates must reside within commuting distance of the communities served in California and be authorized to work in the United States without employer-sponsored visa support.

• Education: Bachelor's degree in Business Administration or a related field, or equivalent relevant professional experience.

• Professional Experience: At least five years of experience in business operations, strategy, or contact center management, preferably in financial services or credit unions.

• Leadership Experience: At least three years in a supervisory or leadership role, with demonstrated success managing teams in a high-volume, member-facing environment.

• Analytical Skills: Strong analytical and problem-solving capabilities, including experience interpreting operational and financial data and using data visualization tools such as Tableau or Power BI.

• Contact Center Expertise: Experience with workforce management systems and contact center technologies.

• Project Management: Proven ability to manage cross-functional projects, timelines, budgets, resources, and stakeholder communications.

• Strategic and Change Leadership: A track record of driving innovation, leading organizational change, improving processes, and supporting teams through transitions.

• Communication and Collaboration: Excellent communication, leadership, and stakeholder engagement skills, with the ability to influence decisions and build effective working relationships.

• People Development: Ability to motivate teams, establish clear performance expectations, develop talent, and promote accountability and teamwork.

• Preferred Certification: Lean, Six Sigma, or a similar process improvement certification is an advantage.

• Location and Work Authorization: Must live within a reasonable commuting distance of the communities served in California, including Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo counties. Candidates must already be authorized to work in the United States; visa sponsorship is not available.

• Working Environment: The role is generally office-based, involves standard office equipment, and is primarily sedentary. The regular schedule is Monday through Friday, 40 hours per week.