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Director/Care Center Experience

Who We Are:

At orsa credit union, we believe in more than just banking, we believe in people. We are looking to build a community of forward-thinking team members who share our values towards providing exceptional member experiences and financial empowerment through our best-in-class products.

We’ve been recognized as one of the Regional Best and Brightest companies for the last 20 years and nationally recognized since 2018. We have been certified as a Great Place To Work since 2023 and as of 2024, we were also recognized as the Best and Brightest in Wellness, reflecting our deep commitment to our team members and the communities we serve.

About the role:

The director/care center experience activates trust and connection at scale, designing and leading an environment that delivers consistent, intentional support while creating space for meaningful human connection.

This role sits at the intersection of today’s connections and tomorrow’s needs, ensuring the care center continuously improves while adapting to what’s next. The director sets clear direction for the experience, ensuring routine and repetitive needs are simplified, streamlined, and increasingly automated, while light and dark moments are met with the knowledge, confidence, and intention they deserve.

The director/care center experience leads and develops people leaders, creating clarity around performance, consistency, and culture. They establish standards, reinforce expectations, and use data to continuously improve quality, efficiency, and outcomes, setting a new bar for call center excellence. This role is a benchmark for what modern call centers can be, influencing how care is delivered across the industry. That discipline allows efficiency to be grounded in confidence and refined processes, ensuring the care center delivers consistent, thoughtful experiences that build trust and human connection.

This role actively drives innovation by partnering with digital, technology, and experience teams to apply tools and workflows that simplify work, reduce friction, and improve flow within the care center. Through intentional use of self-service and assisted-service pathways, the director ensures routine needs are handled with ease while preserving capacity for deeper engagement when moments matter most. They continuously evolve the care center model to remain resilient, relevant, and sustainable as member needs and behaviors change.

At the core, this leader stays true to our culture, ensuring team members are supported, equipped, and challenged to grow. They actively develop people and career pathways, ensuring growth is expected, supported, and visible. By embedding clarity, accountability, and intention into how the care center operates every day, the director elevates both the team and the experience, ensuring the work consistently reflects the credit union’s purpose of creating joy and igniting Michiganders’ impossible dreams.

This position has a starting annual rate of $115,500, but your offer amount may be increased with relevant work experience and transferable skills.

A Day in the life of the Director/Care Center Experience can look like:

Guide the Care Center Experience

Set clear expectations for how the care center shows up for members, ensuring experiences are consistent, intentional, and grounded in trust. Ensure organizational priorities are reliably reflected in how the care center operates and how leaders guide their teams through the final mile of the member experience.

Lead and Develop People Leaders

Coach, support, and hold accountable care center people leaders, building their confidence and capability to lead teams with clarity and consistency. Establish clear leadership expectations and provide ongoing feedback to strengthen performance, decision-making, and culture.

Balance Today’s Performance with Future Readiness

Maintain a dual focus on current performance and emerging needs. Identify friction, gaps, and opportunities in today’s experiences while anticipating how member behavior, volume, and expectations will evolve. Continuously refine the model to ensure the care center is a relevant, resilient, and sustainable leader in the industry.

Protect Space for What Matters Most

Simplify, streamline, and increasingly automate routine and repetitive needs, creating space for teams to focus on moments that require deeper understanding and empathy, particularly in members’ light and dark moments. Ensure knowledge across the care center is continuously strengthened and accessible in the moment, partnering with learning and development to make learning practical, relevant, and embedded in daily work.

Elevate Performance and Accountability

Define what success looks like in a high-volume channel by balancing experience quality, efficiency, outcomes, and risk, with performance that exceeds call center benchmarks. Guide the experience performance specialist to ensure quality assurance, workforce planning, and performance insights support consistency, simplicity, and sustainable excellence across the care center.

Amplify Member Voice and Cross-Channel Alignment

Surface insights from care center interactions to inform improvements across products, processes, and experiences. Partner internally with teams to ensure member needs are addressed holistically and transitions across channels feel seamless and intentional.

Strengthen Self-Service and Assisted-Service Pathways

Guide the evolution of self-service and assisted-service experiences so members can resolve simple needs with ease and confidence, while complex situations are handled with thoughtful intention. Ensure pathways are clear, connected, and designed with the full member journey in mind.

Champion Consistency and Trust

Ensure standards, expectations, and practices are consistently understood and applied across the care center. Reinforce confidence and shared understanding so members experience clarity, consistency, and trust regardless of how or when they connect.

Develop Talent and Career Pathways

Actively develop team members and leaders by creating visible, supported career pathways. Ensure growth is expected, encouraged, and accessible, and that the care center serves as a place where people build skills, confidence, and momentum for their next chapter.

Stay Grounded in Culture and Purpose

Model and reinforce the credit union’s values through decisive leadership, guiding how decisions are made, challenges are navigated, and successes are celebrated. Build momentum and belonging by intentionally recognizing progress and performance through meaningful huzzahs! Ensure the care center consistently reflects the organization’s purpose of creating joy and igniting Michiganders’ impossible dreams.

Perform other duties as directed by leadership.

What you bring to the table:

High school diploma or equivalent.
8 years of progressive experience in a Call Center/Contact Center environment and/or related experience.
Experience and a passion for leadership, performance management, and team member development.
User of eservices products.
Proven ability leading people through change and driving innovation by building a circle of safety.
Strong planning, organizational and time management skills
Responsive and empathetic to requests and needs of others
Excellent interpersonal and communication skills
Ability to work well independently and as a team member
Ability to build trust with others and remain open to ideas
Ability to effectively problem solve and resolve conflict
Ability to embrace ambiguity and manage change
Ability to maintain confidentiality of sensitive and proprietary information
Proficiency using Microsoft Office Suite.

You might also have:

Bachelor’s degree in business administration, accounting, or finance; or the equivalent combination of formal training and experience.

We believe in creating a Culture of Belonging guided by our core values: Relentless Care, Hustle & Grind, Huzzah! and Curiosity.

As a team member of orsa, you’ll enjoy:

Comprehensive medical, dental, and vision plans
Generous paid time off package for all full-time team members
Up to 12-weeks paid paternity/maternity leave
Lifestyle Accounts to help with your personal wellbeing
Family Health Benefits
Paid time off to observe all Federal Holidays
Flexible work options depending on position
A generous 401k match
Numerous employee engagement activities
Community Resource Groups
Paid time off for occasions such as volunteering, caregiving, and family events

Contact/application information:

If this description appeals to you, please submit an application! A member of orsa’s talent acquisition team will be in contact with you shortly!

Equal Employment Opportunity Policy:

orsa credit union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.

Disclaimer:

This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward.

Please note that orsa credit union does not involve Artificial Intelligence (AI) when evaluating applications. Applications for this position are reviewed by a member within the Talent Acquisition team. We are dedicated to providing an equitable and thorough review of all submissions and look forward to additional connection as the recruitment process continues!

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