Full-Time Operations Manager, Member Relations

As the Operations Manager for the Executive & Regulatory Member Relations team, you will be responsible for overseeing the day-to-day execution of complaint management processes, ensuring operational efficiency, service excellence, and regulatory compliance. This role will report directly to the Executive & Regulatory Member Relations Senior Manager and support a dynamic team working to resolve the most urgent and sensitive member concerns.

You’ll lead a team of specialists, partner closely with cross-functional teams, and play a key role in performance monitoring and process improvement. This is a critical leadership role in a growing function that balances operational excellence with strategic initiatives aimed at reducing complaint volume and enhancing the overall member experience.

• Provide daily operational oversight and guidance to complaint specialists, ensuring SLA adherence, process consistency, and high-quality member interactions.
• Hire, coach, and develop top talent while fostering a culture of inclusion, feedback, and performance.
• Partner with cross-functional teams (e.g., Legal, Compliance, Product, and Member Services) to resolve escalated issues and implement complaint-driven improvements.
• Analyze complaints data to identify trends and drive root cause analysis, presenting actionable insights to senior leadership and relevant stakeholders.
• Ensure accurate documentation and resolution of complaints in compliance with regulatory and internal standards.
• Collaborate with analysts/program managers to identify opportunities to scale processes, reduce manual work, and implement automation or tooling enhancements.

• 5+ years of experience in complaints handling or compliance operations including at least 2 years in a people management role.
• Demonstrated success in leading teams, managing performance, and building inclusive, high-trust environments.
• Strong analytical and decision-making skills with an eye for operational metrics and trend analysis.
• Excellent communication skills with the ability to represent the voice of the member and influence cross-functional decision-making.
• Ability to balance tactical day-to-day work with longer-term strategic initiatives.
• Knowledge and experience with consumer financial regulations such as: Fair Lending, UDAAP, FCRA, SCRA, Bankruptcies, and others.
• Experience using case management systems such as Zendesk, JIRA, Saleforce, or similar tools
• Advanced Microsoft Office or G Suite skills; SQL experience and dashboarding experience using data visualization tools, e.g. Looker, Tableau, or Microsoft Power BI is preferred

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