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The Director, Specialty Services develops and oversees WPCU’s Personal Experience Center, Specialty Services and Live Chat teams. The Specialty Services Director is responsible for strategy, performance, quality of service, business objectives, initiatives, talent management, processes, and technology to efficiently and effectively deliver WPCU’s high standards of extraordinary member and partner service . Specialty Services provides a wide array of services for members and partners (e.g. assisting with partner inquiries, handling escalated member concerns, etc.). The Specialty Services Director also has significant input into the organization's overall Service Delivery Strategy. The Specialty Services Director must be collaborative, a good communicator, hardworking, and a servant leader who is aligned with WPCU’s service orientation and results‐driven culture.

1) Works with members of the Senior Management Team and leaders of various business units to develop and execute comprehensive member service delivery strategies (phone, digital, PTM, Live Chat, and mobile). (30%)

2) Manages globally the resources of the Specialty Services department to create an extraordinary service culture that balances the interests of the three WPCU stakeholders and exceeds member-owner and partner-employee expectations. Primary functions include directing day-to-day operations for the Live Chat team, Personal Experience Center, Partner Support, Member Resolution, and Fulfillment team while focusing on identifying process improvement and efficiency. (20%)

3) Leads, directs, and ensures effective functionality and ease of member and partner use via remote technology (e.g. phone system, live chat, and personal teller machines) as well as integrating future remote technologies. Aligns department technology with the Service Delivery Strategy by integrating business processes with the appropriate technology and ensuring maximized partner and member utilization. (15%)

4) Hires, supervises, coaches, develops, and consistently reviews the performance of direct reports to support their achievement of outstanding performance. Reviews employment actions taken throughout the SSPEC department to ensure consistency and protection of the WPCU brand. (10%)

5) Creates and manages approved operating budgets, staffing, capital improvements, and member development reports (e.g. loan/share growth, financial advisor referrals) for assigned business units and takes actions to improve results as appropriate. (10%)

6) Serves as the highest authority for the Specialty Services department in the interpretation, implementation, and communication of laws, rules, regulations, WPCU policy, and management guidelines; seeks guidance from subject matter experts, as needed. (5%)

7) Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. Works with Operations leadership to ensure consistency and stability of operations across the entire Service Delivery Network (5%)

8) Perform other duties as may be required (5%).

Required Skills

1) A bachelor’s degree in business or related field preferred.

2) Requires at least 5-7 years’ experience managing large service delivery operations (preferably a contact center), or equivalent combination of education and experience.

3) Demonstrated ability to develop and execute effective contact center strategies and initiatives.

4) Demonstrated ability and proven results in driving forward a consultative service and sales culture.

5) Demonstrated ability to lead others.

6) Demonstrated ability to develop sound and efficient business processes.

7) Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.

8) Must be familiar with Microsoft Office products.

Required Experience