Digital Experience Center Manager, NYMBUS

• This role demands a strategic, data-driven, and hands-on leader who can balance operational excellence with the unique needs of each client
• The ideal candidate will possess exceptional leadership, analytical, and communication skills, capable of inspiring a high-performing team while confidently engaging with clients, executives, and cross-functional partners
• This is a high-impact leadership role for a customer-focused professional who thrives in a fast-paced environment, combines operational expertise with executive presence, and embraces accountability — both for their team and themselves
• Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent work experience)
• Minimum 2–3 years of contact center management experience; experience managing remote teams of 20+ agents strongly preferred
• Prior banking or financial services management experience required; experience in a financial institution contact center preferred
• Demonstrated success in client relationship management and presenting to executive and C-level audiences
• Proven ability to analyze data, identify performance gaps, and execute improvement strategies
• Working knowledge of contact center technology platforms such as ACD systems, chat tools, workforce management, Atlassian products, quality monitoring, and reporting dashboards
• Excellent communication, presentation, and interpersonal skills with the ability to build strong relationships across all levels of an organization
• Strong understanding of federal and state regulatory compliance, including BSA, Consumer Privacy, and Fair Lending
• Availability to work evenings and weekends as required; occasional travel may be necessary

Desirable

• The Digital Experience Center Manager is responsible for leading and optimizing the operations of a fast paced, multi-tenant digital banking contact center, ensuring best-in-class service delivery across multiple financial institution brands
• The Digital Experience Center Manager will ensure the contact center operates efficiently, meets performance targets, adheres to compliance standards, and continuously improves both the customer and client experience
• Lead and oversee the daily operations of a multi-tenant digital contact center, ensuring exceptional service delivery across multiple banking clients
• Establish and uphold performance standards for agents and supervisors, promoting accountability, professionalism, and continuous improvement
• Monitor and analyze operational metrics (AHT, AWA, FCR, SLA, CSAT) to identify opportunities for improvement and ensure key performance indicators are consistently achieved
• Manage scheduling, workforce allocation, and quality assurance programs to maintain efficiency and service consistency
• Conduct regular performance evaluations, provide ongoing coaching and feedback, and implement individual development plans to build a high-performing team
• Serve as a trusted operational partner to client institutions, representing the contact center in executive meetings, performance reviews, and strategic discussions
• Present data-driven insights, performance outcomes, and strategic recommendations to the VP of Digital Experience, Strategy and Innovation and client stakeholders
• Collaborate with clients and internal leadership to align service delivery with business goals, operational KPIs, and compliance requirements
• Proactively address and resolve client concerns, ensuring satisfaction and long-term relationship growth
• Leverage reporting tools and analytics to identify operational trends, optimize workflows, and enhance the customer experience
• Translate complex data into actionable insights that inform staffing decisions, training priorities, and process improvements
• Drive innovation by collaborating with technology and product teams to implement automation, omnichannel tools, and emerging best practices
• Ensure strict adherence to contact center policies, client SLAs, and regulatory requirements, including the Bank Secrecy Act (BSA), Consumer Privacy, and Federal Regulations
• Partner with fraud operations teams to detect and mitigate fraud risk through data analysis and process optimization
• Maintain audit readiness by ensuring operational documentation, training, and performance reporting are current and accurate
• Promote a culture of accountability, empowerment, and respect, where every team member is encouraged to contribute to service excellence
• Lead by example — demonstrating integrity, empathy, and resilience in decision-making and communication
• Recruit, train, and mentor staff to ensure ongoing professional development and a strong pipeline of future leaders
• Support high-volume periods by assisting with inbound calls, chats, or escalations as needed
• Provide operational leadership in new client onboarding and implementation projects, ensuring smooth integration into existing workflows
• Partner cross-functionally to enhance customer experience strategies, optimize digital channels, and align with innovation initiatives
• Participate in special projects or organizational initiatives as assigned by executive leadership