Senior Service Delivery Specialist - Readiness, Marlboro/Chelmsford, MA or

Description

This role leads execution of service delivery readiness efforts to ensure frontline teams are prepared to deliver consistent, highquality member experiences during new product launches, service enhancements, and operational changes. Operating with a high degree of independence, the role translates business and operational changes into coordinated readiness activities that account for frontline impact, timing, and execution risk. Working crossfunctionally with Operations, Training, Communications, Technology, and Experience partners, the role ensures readiness materials, messaging, and enablement are accurate, aligned, and delivered in a way that supports effective adoption. Through structured planning, insight, and influence without authority, this role drives reliable execution and readiness outcomes across service delivery channels.

What You'll Do:

• Partner cross-functionally to execute defined tasks and support initiative delivery that drives the readiness approach and ensure rollout efforts align with organizational priorities and member experience goals.
• Coordinate with enterprise partners to ensure training materials, communications, and documentation are accurate, complete, and aligned across teams to ensure smooth rollout and implementation. Managers and partners can rely on accuracy and support.
• Apply comprehensive knowledge of offerings, policies, and service models to interpret customer needs and determine appropriate solutions in both standard and nonstandard situations.
• Evaluate issues that span multiple functions or systems, balancing competing priorities to achieve effective and sustainable resolutions.
• Adapt policies, procedures, and established practices to address new or nuanced scenarios while maintaining alignment with organizational intent.
• Identify opportunities to improve service delivery, workflows, or customer experiences and contribute recommendations or enhancements.
• Take ownership of assigned deliverables, small initiatives, or service improvements, managing scope, risks, and timelines within defined parameters.
• Collaborate with peers, partners, and stakeholders to analyze root causes, share insights, and contribute to collective problemsolving efforts.
• Monitor service trends or recurring issues and escalate insights that may inform process refinement or product improvements.
• Provide guidance, knowledge sharing, or informal coaching to peers, and review work outputs as appropriate to support team effectiveness.

Typical Scope:

• Applies best practices and knowledge of internal/external business challenges to improve products, processes or services. Is accountable for small projects or programs with manageable risks and resource requirements. Resolves difficult and complex problems using judgment and analysis; contributes to problem solving in collaborative settings. Interprets policies and adapts them to new situations.
• Demonstrates judgment in selecting methods to solve problems that have cross-functional impacts or require balancing competing priorities. Applies advanced knowledge of job area with experienced understanding of functional area.
• Typically receives little instruction on daily work. Works independently within defined specialties; adapts methods and procedures for routine work with minimal oversight. Accountable for deliverables. May mentor others and coach or review their work.

Education & Experience:

• Required Education: Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
• Required Experience: 4 - 6 years of relevant experience

Essential Skills:

• Advanced understanding of service delivery principles, customer support practices, and functional processes relevant to the role.
• Demonstrated ability to independently resolve difficult or ambiguous issues using analysis, judgment, and experience.
• Strong communication skills, with the ability to explain information clearly and adapt messaging for diverse audiences.
• Proven capability to manage work with minimal daytoday direction while remaining accountable for outcomes.
• Experience collaborating across teams or functions to address shared challenges or improve service results.
• Ability to interpret guidelines and apply them thoughtfully in evolving or unfamiliar situations.

Location: Marlboro/Chelmsford, MA or Hillsboro, OR, Hybrid

Target Compensation: $83,000 - $99,500 / year

Schedule: Monday - Friday 8-5 (40 hours)

Who We Are:

What makes First Tech different? Click here to learn more!

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: - You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria

Employment Statements:

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to recruiters@firsttechfed.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address

First Tech is not currently offering Visa transfer/ sponsorship for this position.