Senior Director - Contact Sales & Service (East Coast)

Lead and be the voice for a 450-person member-experience operation

Our East Coast contact centerteam is one of the primaryways our members experience this credit union. We're looking for a Senior Director to run it at scale and to speak for it - a leader who can hold a big, complex operation together as one system and represent it credibly to the rest of the organization.

What you'll own

A ~450-person operation headquartered in Chelmsford, MA, leading multiple senior leader cohorts. You'll set its direction, run it through yourleadership teamrather than by touching every part yourself, and orchestrate across Workforce Management, Quality, and Training at scale. You'll be a primary voice for the unified contact center, turning member-pain patterns into insights and actions for our shared services and productorganizations and carrying our perspective into executive rooms.

Who thrives here

Leaders who are obsessive about themember experience and about the integrity of the operation they run; who have built leaders of leaders; who can carry a function's voice to executives; and who lead change without losing the who are experiencing the change. If you run operations like it was your business and care about members like they're your own, we want to meet you.

What we're honest about

This is a senior, accountable, high-visibility role. You'll own outcomes and economics at scale, lead through real change, and do it in a member-owned, regulated environment where integrity and compliance are absolute. As the east coast leader in a national organization, you'll often be the one "in the room" on behalf of all of us.

Role summary

The Senior Director owns the operational health and strategic direction of the East Coast contact centerteam at scale, running a large, multi-layer operation as a coherent system, and serve as a primaryvoice forthe unified contact center organizationacross the enterprise.

Reports to: Vice President, Member Contact Center.

Scope of operation

A large regional operation of approximately 450 hybrid and WFH staff, headquartered in Chelmsford, MA, spanning multiple senior leader cohorts and layers, operating ahybrid model; the role carries heightened enterprise visibility given its proximity to other executives and its time zonedisplacement from the west coast offices.

Core responsibilities

• Own regional performance at scale across service & sales, quality, people, and cost, running the operation as an integrated system rather than by direct intervention.

• Set regional operational and strategic direction; shape the operating model; influence enterprise-level decisions affecting the contact center.

• Lead and develop multiple coaching levels and cohorts; own succession and bench strength across layers; hold the leadership system accountable for outcomes.

• Orchestrate across Workforce Management, Quality, Training, and related functions at scale, aligning peers to shared member and business outcomes.

• Serve as a primary enterprise voice for the unified contact center - synthesizing member-pain into high-value insight for our shared services and product teams, representing the organization credibly to peer executives.

• Lead major change and transformation (technology, AI, digital, and integration) across the operation and, where designated, across the unified organization.

• Champion integrity, compliance, and honest operations as non-negotiable, and build a culture in which raising a control issue is safe and expected.

• Own retention, engagement, and the earned-hybrid model at scale, administered fairly across on-site and distributed staff.