Hybrid Manager, Contact Center Channel Management

at Navy Federal Credit Union

• Job title: Manager, Contact Center Channel Management
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $128,300 - $187,500 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Pensacola, United States

About the role

• Manager overseeing performance initiatives for CCO Program & Channel Management at Navy Federal. Collaborating with Digital Channels to enhance communication strategies and member experiences.

Responsibilities

• To plan, develop, direct and implement the strategic initiatives of the CCO Program & Channel Management branch and is answerable for the performance and results.
• Oversee performance, effectiveness, and efficiency of the various programs and channels, executes business plans, and is accountable for the performance & results.
• Provide leadership and direction by collaborating with Digital Channels to build requirements, opportunities, & roadmaps for CCO communication channels.
• Handle and direct CCO contractual relationships with CCO Vendors and serve as liaison to ISD and Digital channels to resolve technical and operational problems.
• Manage and administrate CCO internal programs such as Employee voice and Gamification programs.
• Lead governance across departments to ensure communications and member experiences across channels are consistent to strengthen business operations in a legally compliant manner.
• Develop and implement call routing methodologies to meet operational objectives.

Requirements

• Significant experience project leadership and execution, including initiatives with technology, processes, cross-functional teams and external partner team
• Advanced knowledge of web technology and digital communication methods and platforms
• Significant experience with digital channel technologies and how to leverage them to meet business goals
• Advanced knowledge Navy Federal products, services, programs, policies and procedures
• Advanced knowledge of the development of delivery channels (online, chat, text, calls center, etc.)
• Extensive ability to think strategically and create digital vision while working tactically
• Significant ability to work under pressure and within tight deadlines on several initiatives simultaneously
• Advanced knowledge and experience with workflow and program development; systems analysis and design; systems testing environments; and development of requirements documents, procedures and implementation plans
• Significant experience performing investigative, technical, or associated systems analysis and development work which demonstrates the ability to use and interpret regulations, specifications, instructions, procedures and policies
• Advanced knowledge on how to develop and implement programs in a leadership role; leading large projects/initiatives which have business risk and impact
• Advanced analytical and problem solving skills
• Advanced sound time management skills, ensuring that work is produced to agreed deadlines and high standard
• Advanced interpersonal and communication skills with the ability to influence, persuade and build consensus; skill interacting with staff, management, vendors and members diplomatically and tactfully
• Bachelor's degree in a related field, or the equivalent combination of education, training, and experience

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options