Director of Member Contact Center

Are We the Place for You?
Credit Union West ($1.3B) in Glendale, AZ, is seeking a Director of the Member Contact Center to lead its contact center operations and enhance member experience. Established in 1951, Credit Union West has grown to serve over 92,000 members, maintaining a steadfast commitment to community engagement and financial well-being.

Rooted in a mission to inspire financial success and enhance the quality of life for members, Credit Union West fosters a culture of trust, integrity, and service excellence. The organization prioritizes building meaningful relationships between members and team members, ensuring every interaction delivers value and strengthens member loyalty.

As a vital part of our strategic vision, the credit union continually invests in technology, training, and innovative solutions to enhance our contact center operations. The Director of the Member Contact Center will play a key role in optimizing service delivery and experience, driving efficiency, and developing a high-performing team dedicated to exceeding member expectations.

With deep community ties and a people-first approach, Credit Union West is committed to creating lasting, positive impacts—both within the organization and throughout the communities we serve.

We foster a supportive yet dynamic culture, guided by a strong leadership team who prioritizes employee engagement, professional growth, and the organization’s mission. This commitment has earned the credit union recognition as a Top Company to Work for in Arizona for 12 consecutive years, with an impressive 90% employee engagement score last year.

At Credit Union West, we prioritize open communication and transparency through regular team meetings, keeping team members informed and connected as the organization grows. An annual in-person all-staff meeting celebrates achievements and strengthens team spirit, while monthly virtual meetings via Teams provide leadership updates, strategic insights, and employee recognition. This commitment to clear, consistent communication fosters engagement, alignment with the mission, and a strong workplace culture.

Is this the Career for You?
This position calls for a dynamic and experienced leader who deeply understands the essential role contact centers play in supporting an organization’s success. The primary focus is on elevating member service, providing first contact resolution, enhancing the overall experience, and leveraging innovative technology to drive efficiency and engagement.

A key challenge in this search is attracting candidates who will thrive in contact center environments and understand the fast pace high-demand environment, particularly in the wake of COVID-19. Additionally, while many professionals seek fully remote opportunities, this role requires a hybrid presence to provide hands-on leadership and foster a thriving, high-performing team. The ideal candidate must live in Arizona or be willing to relocate and recognize the importance of collaboration in strengthening team dynamics, supporting employee development, and driving operational excellence.

Servant leadership is a cornerstone of the organization’s culture, making it essential for the candidate to demonstrate empathy, accountability, and motivation—qualities that have been a strategic priority over the past two years. The organization also prefers candidates with experience using the Genesys phone system, which will be instrumental in the upcoming enhancement projects

Beyond technical skills, the role demands a leader with extensive expertise in contact center operations, particularly in areas such as authentication, security, and validation. These elements are critical in safeguarding the organization and its members against potential threats. A strong strategic mindset is equally important, enabling the leader to proactively identify trends, implement process improvements, and optimize performance metrics, such as wait times and abandonment rates, to enhance the overall member experience.

This position requires a hands-on leader who can seamlessly balance high-level strategic planning with the achievement of key performance, sales, and service goals. As a smaller contact center, the director must also take an active role in workforce planning and reporting, as the organization does not have a dedicated team for these functions. This means the candidate should be comfortable with workforce management including analyzing data and tracking performance trends to forecast call volumes, establish staff schedules, and deliver on key performance metrics.

While bilingual proficiency in English and Spanish is an asset, it is not a mandatory requirement for the role. However, the ability to engage effectively with a diverse member base and foster an inclusive environment will be key to success in this position.