Member Experience Mgr I - Digital

Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.

For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.

At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.

Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.

Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.

Join us—and experience what it means to truly love what you do.

The Member Experience Manager I – Digital supports the Branch Manager in overseeing the day-to-day operations of the digital branch. This role ensures exceptional service delivery across all digital member touchpoints, supports sales and operational goals, develops and coaches team members, and ensures compliance with all policies and procedures. The position serves as a key leader in driving a high-performing, service-oriented culture within Partners Federal Credit Union.

Essential Responsibilities:

• Supervise the daily operations and performance of Member Experience Professionals, ensuring efficient, accurate, and professional delivery of services across all digital channels.
• Act as a backup to the Branch Manager, providing leadership continuity and operational oversight.
• Support the achievement of digital branch sales goals through personal production, team coaching, and demonstration of effective consultative sales techniques.
• Ensure all branch operational and compliance procedures are followed, including audit, security, and service quality standards.
• Oversee accurate time entry for assigned employees, ensuring compliance with timekeeping policies.
• Create and maintain weekly and rotating branch schedules, ensuring adequate coverage across all member service channels and hours of operation.
• Drive outbound engagement by ensuring staff effectively identify, build, and maintain a network of member contacts through leads, referrals, and digital outreach campaigns.
• Provide leadership and development through effective goal-setting, coaching, delegation, and communication.
• Partner with Performance and Development Coaches to implement Success Maps, Playbooks, and training plans that support growth, success, and career development for branch staff.
• Demonstrate and promote Partners’ Core Values of Care, Respect, Commitment, Integrity, and Trust in all interactions.

Additional Responsibilities:

• Perform procedures for opening and closing operations, including vault, alarm, and door duties as assigned.
• Accurately complete Internal Verification Process (IVP) reports and other audit requirements.
• Communicate emerging operational or member issues promptly to the Branch Manager.

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
2 to 5 years

Other Training, Technical Skills, or Knowledge Required:
Experience using Microsoft Office

Other Measurable Abilities Required:

• Excellent Member Service, verbal, and written communication skills.
• Ability to take initiative, work in a team, and resolve conflicts.
• Exceptional decision-making and problem-solving skills

Shift Work:
Shift work including weekends consists of hours outside of an 8-5 schedule to cover the hours of operation.

SCOPE OF JOB

Discretion/Latitude:
This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Supervisory Scope:

• Provides leadership to cast through effective objective setting, coaching, delegation, and communication.
• Ensures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.

Physical Demands & Environmental/Working Conditions:
This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in California is $68,640 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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