Join us in delivering remote experiences that are personal, seamless, and deliver joy. Are you a hands-on, people-focused leader who thrives in a dynamic service environment? Do you enjoy supporting teams, improving processes, and helping members feel connected-no matter where they are? We're looking for a Director of Remote Experience who will lead our remote service channels with heart and precision. This role is all about empowering teams, enhancing day-to-day operations, and ensuring our members receive consistent, caring support across every touchpoint-from phone to Interactive Teller Machine (ITM) to chat.

About Us : We're not your typical credit union-and that's by design. At TRUE Community Credit Union, we're a values-led, member-obsessed, and fast-growing organization with a bold purpose: to inspire the pursuit of a life well lived. Our vision is to be your partner in writing a life story that stretches beyond your imagination, and our mission is to cultivate legacy-defining moments for the people and places we serve-for generations to come. Member Experience is at the heart of how we bring that to life. Every interaction is an opportunity to build trust, deliver value, and make someone's day a little better. Whether we're answering a call, resolving an account issue, or guiding someone through digital banking, we aim to create meaningful, human-centered experiences. We're powered by a TRUECCU culture-a team of crazy-smart, wickedly-talented people who are passionate about our members, our communities, and each other. If you believe in making a real difference, love creating joyful moments, and want to be part of something bigger, we just might be your perfect fit.

What You'll Do: · Lead and Manage the Remote Experience team to deliver exceptional and consistent member experiences. · Oversee ITM operations, remote communication channels (chat, email, text, and video) and support platforms. · Identify and implement innovative technology and service solutions to enhance remote access and satisfaction. · Partner with branch and remote leadership and other internal teams to ensure seamless experiences across all member service channels. · Monitor performance metrics, member feedback, and operational data to identify trends and drive continuous improvement. · Build and maintain a culture of service, accountability, and innovation within remote experience teams. · Support member effort goals, Objectives & Key Results (OKRs), and other key performance indicators. · Promote employee development, training, and engagement to foster a high-performing and empowered team.

Who You Are: · You see every interaction as a chance to create legacy-defining moments that align with our mission to serve people and places for generations to come. · You're self-driven, seek the vision and expectation, align quickly, and execute skillfully. · You're not afraid to roll up your sleeves, support your team, and create clarity in the chaos. · You're energized by solving problems, improving processes, and delivering consistent, high-quality service-no matter the channel.

Your Experience Includes: · 3-5 years in progressive Member Experience leadership roles. · Bachelor's degree preferred. · Proven success in high-growth, fast-paced environments. · Tech-forward and operationally savvy, with experience using contact center platforms, performance dashboards (Power BI or similar), and modern communication tools to monitor trends, drive efficiency, and enhance service delivery. · Well-developed communication skills. · Ability to lead teams through change, maintain focus under pressure, and manage multiple priorities without losing sight of service or team morale.

Expected Starting Salary Range: $83,400 – $99,100 depending on experience

Benefits: · Benchmark-setting medical benefits; dental and vision benefits · 401k AND employer-funded defined contribution pension plan · Generous time off, paid holidays, and paid time for your birthday, inclusion time to celebrate cultural and religious holidays that matter most to you, and volunteer time to stay rooted in the work outside of work that refills your well · TRUE Cares Paid Family Leave that provides qualifying employees with up to 200 hours of paid time for birth, bonding, adoption, foster care placement, and end-of-life care for qualifying family members · Annual bonus reward program · Company-paid short-term disability, long-term disability, and employee life insurance · Tuition reimbursement · Gym membership reimbursement · Ongoing professional development investments

Ready to Lead the Future of Work with Us? Apply now and help us write a people-first story that stretches beyond imagination.

As part of our commitment to maintaining a safe, trustworthy, and compliant workplace, TRUE Community Credit Union requires all candidates being considered for employment to undergo a background check and drug screening prior to their official hire date.

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