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First Tech Federal Credit Union · 1 day ago

Contact Program Manager II

Hillsboro, OR

Full-time

Onsite

Mid Level

$92K/yr - $103K/yr

4+ years exp

First Tech Federal Credit Union is a financial services organization seeking a Program Manager II for their Contact channel. The role involves managing complex CXC programs, improving processes, and ensuring effective communication across various business units.

BankingFinance

No H1B

Responsibilities

Manage complex CXC programs and support, including indirect management of SLA/SOW, partnering with other applicable business units (such as Card Services, Consumer Lending and Digital Products)

Identify, analyze, and escalate red flags or issues, resolving or communicating to leadership as appropriate

Develop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business units

Develop a prioritized list of optimization opportunities for members and CXC employees (including member sentiment enhancement and employee satisfaction); actively leverage internal and organizational resources to escalate, solve-for, and execute

Leverage and collaborate with other Program Managers across the enterprise to create alignment and consistency in communication and processes

Actively participate in projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriate

Drive CXC functions including quality assurance, training and workforce management, as required

Lead in the creation of business cases, plans, strategies and project justifications

Participate in optimizing vendor relationships, as assigned

Participate in training and orientation of new Program Managers

Qualification

Program ManagementStakeholder PresentationsProject ManagementMicrosoft Office SuiteAnalytical SkillsBusiness RelationshipsBusiness StrategyPMP CertificationSix Sigma CertificationScrum CertificationCommunication SkillsOrganizational SkillsProblem Solving

Required

Minimum 4 years' experience in program, systems or project management

Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams

Ability to deliver effective stakeholder presentations to both peer and executive level audiences

Ability to create and deliver a business plan and strategy

Ability to foster strong internal and external business relationships

Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences

Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality

Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction

Strong knowledge of Microsoft Office Suite; including Microsoft Project and Visio