Contact Center & Digital Support Director
This role leads the Bank's Contact Center and Digital Support functions, with responsibility for service delivery, employee performance, operational effectiveness, customer satisfaction, and regulatory compliance across retail and small business banking. The Director is accountable for building and leading a high-performing customer service organization that delivers exceptional client experiences while maintaining strong operational controls, risk management, and workforce effectiveness. In partnership with Technology and Digital Banking teams, this role provides leadership for contact center platforms, digital support capabilities, and AI-enabled service enhancements that improve the employee and customer experience.
Key Responsibilities:
- Contact Center Operations Leadership
- Banking Operations & Risk Management
- Customer Experience & Continuous Improvement
- Team Leadership & Development
- Digital Support & Contact Center Technology
- AI Enablement & Innovation
Skills & Qualifications:
- 15+ years of progressive leadership experience within a retail banking or financial services contact center environment.
- Minimum 10 years of management experience leading customer service or contact center teams.
- Demonstrated experience leading consumer banking contact center operations.
- Experience supporting deposit products, online banking, debit cards, branch support, customer servicing, and issue resolution activities.
- Strong understanding of banking operations, customer servicing, risk management, and regulatory compliance requirements.
- Experience utilizing contact center technologies and digital service channels, including chat, messaging, and self-service capabilities.
- Strong communication, leadership, and relationship management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Experience managing budgets and achieving operational and financial objectives.
- Ability to lead effectively in a fast-paced and evolving environment.
- Demonstrated commitment to employee engagement and customer service excellence.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.
Pay Details: $123,900 $177,000 / annually