Contact Program Manager II at First Tech Federal Credit Union

Description The Program Manager II, Contact represents the CXC channel across enterprise functions and activities and ensures channel readiness, improving the routines related to process, products, projects, initiatives, and communication.Primary 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 appropriateDevelop and implement an internal communication program that successfully engages CXC employees internally and communicates the CXC priorities to other business unitsDevelop 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 executeLeverage and collaborate with other Program Managers across the enterprise to create alignment and consistency in communication and processesActively participate in projects and initiatives; support/coordinate user testing as required; present recommendations to leadership as appropriateDrive CXC functions including quality assurance, training and workforce management, as requiredLead in the creation of business cases, plans, strategies and project justificationsParticipate in optimizing vendor relationships, as assignedParticipate in training and orientation of new Program ManagersExperience and Education Requirement: Minimum Education: Bachelor's degree is preferredMinimum 4 years' experience in program, systems or project management, preferably in the financial services industry Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teamsAbility to deliver effective stakeholder presentations to both peer and executive level audiencesAbility 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 qualityStrong analytical and problem solving skills; ability to resolve complex issues with minimal direction Strong knowledge of Microsoft Office Suite; including Microsoft Project and VisioCertification/License: PMP, Six Sigma Certification or scrum certifications are preferredLocation:Rocklin Corporate Location, Rocklin, CA 95765 | Hillsboro Corporate Office, Hillsboro, OR 97124Target Compensation in Rocklin, CA: $92,000 to $103,000 + annual bonusTarget Compensation in Hillsboro, OR: $84,000 to $93,000 + annual bonusFirst Tech is not currently offering Visa sponsorship or transfer for this positionWhat makes First Tech different? Clickhereto learn more!#FT123#FTFCC