Job Title: Operations and Member Experience Manager

Position Location: Raleigh, NC. Hybrid, 2-3 days a week in office.

Job Summary:

The Operations and Member Experience Manager supports the COO in executing strategic initiatives to enhance member service delivery, operational efficiency, and team performance. This role is critical in translating strategic goals into operational success and fostering a culture of service excellence.

As a key contributor to the Coastal team, your responsibilities will be:

(35%) Foster a strong operational and efficient culture within the Operations team:

• Oversee the Operational Support Team to align procedures across Coastal, to ensure consistency and efficiency across all Operations departments.
• Ensure compliance with internal operational policies and external regulatory requirements.
• Implement continuous process improvements based on member feedback, performance data, and industry best practices.
• Collaborate with cross-functional teams to streamline operations and enhance the member experience.
• Maintain up-to-date procedure manuals and training materials to support staff onboarding and development.
• Monitor key performance indicators (KPIs) to assess operational effectiveness and drive data-informed decisions.

(25%) Build strong member-focused culture that leverages feedback to drive superior service:

• Lead team that manages formal complaints across the organization.
• Track and document all member complaints using the organization's complaint management system, ensuring timely and accurate logging.
• Investigate and resolve member complaints promptly, ensuring root cause analysis is conducted for recurring issues.
• Analyze complaint trends and feedback data to identify systemic issues and opportunities for operational improvements.
• Collaborate with cross-functional teams to design and implement process enhancements based on member feedback.
• Develop and maintain a feedback loop to inform members of actions taken in response to their concerns.
• Report complaint resolution metrics, trends, and improvement initiatives to senior leadership on a regular basis.
• Ensure compliance with regulatory requirements and internal standards in complaint handling procedures.

(20%) Build cross-functional collaboration:

• Partner with Deposit and Lending Operations to ensure efficient operations across the Retail and Contact Center Teams.
• Build relationships with departments throughout Coastal to increase performance, growth, and service to our members

(20%) Lead and develop high-performing teams by:

• Build a positive culture that motivates and inspires your team to meet or exceed sales goals
• Ensure your staff has the knowledge and tools needed to perform well
• Align resources to ensure consistent service levels

(20%) Deliver Performance Excellence:

• Achieve and report on key performance metrics such as results, activities, branch volume through the branch scorecards, creating overall Retail reporting

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Eight years of management experience in sales environment; financial institution experience preferred

Education:

• Related college degree or comparable experience

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 10/16/2025

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans