Chief Operations Officer

POSITION SUMMARY

The Chief Operations Officer (COO) provides strategic leadership and oversight of the credit union's operational infrastructure, ensuring that processes, systems, and service delivery support organizational goals, compliance expectations, and member experience standards. This executive role focuses on operational excellence, enterprise alignment, and scalable systems while enabling continuous improvement across all operations channels. The COO Drives strategic initiatives that enhance organizational performance, fosters innovation, and ensures sustainable growth.

POSITION RESPONSIBILITIES

Strategic Leadership

• Collaborates closely with the Senior Leadership Team (SLT) to develop and execute organizational strategies that align with credit union goals. Ensures a unified approach to achieving short-term and long-term objectives with a focus on growth, performance, efficiency, and service excellence
• Lead a cross-functional operations strategy that integrates business services, IT systems, member service platforms, and back-office functions for efficiency and effectiveness
• Champion continuous improvement initiatives that increase productivity, enhance service delivery, and reduce risk
• Manage relationships with key stakeholders, including board members and partners
• Regularly communicate operational metrics, insights, and improvement opportunities to the CEO and leadership team

Operational Oversight

• Oversee and align functional areas includinginformation technology, phone center, core systems, business services, payment systems, deposit operations, project management, process improvement and facilities planning
• Ensures sound planning and prioritization of capital projects, system implementations, and infrastructure soundness and upgrades
• Partner with Compliance and Risk leaders to ensure all operational areas meet regulatory and internal control standards
• Optimize resource allocation to maximize productivity and achieve operational targets

Technology & Systems Alignment

• Provide strategic direction to IT leaders to support effective, secure, and scalable technology infrastructure
• Maintain oversight of the core banking system and other enterprise platforms, ensuring integration optimization, and business continuity planning
• Develop a technology strategy to enhance and maintain a robust IT infrastructure to support organizational growth, data security, innovation, and scalability
• Serve as a connector across departments to remove operational barriers and ensure coordinated execution of enterprise priorities

Organizational Impact & Leadership

• Serves as a thought partner to the CEO, offering insight into opportunities, constraints, and innovations
• Actively engages in strategy development and change leadership
• Builds and leads high-performing teams while fostering a culture of accountability and excellence by setting clear performance expectations and providing regular feedback
• Grounds leadership in Servant Leadership values: trust-building, collaboration, and development of people
• Demonstrates strong cross-functional collaboration with peers and leaders across the credit union

EDUCATION AND EXPERIENCE

• Bachelor's degree in Business Administration, Operations Management or related field. MBA preferred.
• Minimum of 10 years of related experience in the credit union industry
• 8 years of proven experience leading and developing high-performing teams, with executive-level decision-making

KEY COMPETENCIES

• Strategic visionary thinker who sees the big picture and connects operational execution to organizational goals
• Exceptional leadership and communication abilities across all organizational levels, including board reporting.
• Operational excellence understands how to build systems, teams, and processes that deliver consistency and scale
• Possess deep knowledge of the industry and a comprehensive understanding of industry trends and challenges
• Technology fluency able to understand the evolving role of systems and digital tools to drive business performance and member experience
• Financial acumen applies a business-minded lens to operational strategy, resource planning, and performance
• Execution and accountability to set clear priorities and drives results with discipline, focus and follow-through
• Ability to lead through change with confidence, empathy, and clarity.
• Servant Leader who fosters trust, growth, and collaboration across department

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The employee may occasionally lift and move up to 30 pounds.

WHAT DO WE OFFER?

BENEFITS

• Medical, dental and vision insurances
• Supplemental insurances
• Pre-tax and Roth 401(k) Safe Harbor options
• Flexible spending accounts
• Health Savings Account (HSA)
• Paid time off (PTO)
• Paid holidays, including birthday
• Bereavement and pet leave
• Basic Life/AD&D, short-term and long-term disability coverage at no cost
• Voluntary Life/AD&D
• Employee Assistance Program

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.