Vice President Operations

Leading Operational Excellence Through People, Innovation, and Execution The Opportunity

Capital Credit Union (Capital CU) is seeking a Senior Vice President of Operations to serve as a strategic leader, change catalyst, and operational partner to the Chief Information Officer (CIO). This executive will play a critical role in translating enterprise strategy into execution by strengthening operational effectiveness, enhancing the member experience, and optimizing non-branch service delivery across the organization.

Contributing to Capital CU's long-term success, this leader will ensure operational continuity, enhance execution and service delivery, and foster future capabilities. The ideal candidate possesses the unique ability to maintain a strategic overview while managing operational details - uncovering opportunities, eliminating obstacles, optimizing processes, and converting high-level strategies into quantifiable outcomes.

As a Certified Caring Workplace, Capital CU seeks a leader who understands that sustainable transformation happens through people. The successful candidate will build trust, communicate transparently, and develop leaders while creating accountability and momentum for change.

• Provide executive oversight for the Contact Center, Back Office Support Services (Payments, Wires, ACH, Fraud, Cards, and Deposit Operations for both Business and Consumer Members), and Digital Services.
• Lead organizational transformation by improving processes, strengthening operational discipline, and increasing efficiency across critical member-facing and support functions.
• Create greater operational transparency and accountability by establishing meaningful key performance indicators (KPIs), dashboards, and reporting practices that provide visibility into service levels, productivity, operational effectiveness, risk, and opportunities for improvement.
• Advance digital service capabilities and enhance delivery channels to meet evolving member expectations through innovation, automation, and emerging technologies.
• Improve operational effectiveness by identifying opportunities to simplify workflows, reduce complexity, eliminate barriers, and create scalable solutions that support continued growth.
• Partner closely with Technology, Enterprise Risk Management, Branch Operations, and executive leaders to ensure operational strategies align with organizational priorities and member needs.
• Develop, coach, and empower leaders to strengthen ownership, innovation, accountability, and continuous improvement across teams.

The ideal candidate is a collaborative and forward-thinking executive who combines strategic vision with operational discipline. They will be a leader who can increase the pace of execution while bringing people along through thoughtful, inclusive, and transparent leadership.

Successful candidates will demonstrate:

• A cultural steward who leads with heart, compassion, and care, naturally aligning with Capital's certified caring workplace.
• A transformational leader who combines strategic vision with strong operational execution while improving member experience.
• A leader with a strong bias toward action, accountability, and results who can move initiatives forward and create measurable impact.
• A hands-on executive who is comfortable understanding operational details, solving complex challenges, and removing barriers to success.
• A collaborative relationship builder who leads with empathy, transparency, and trust.
• A skilled communicator who can clearly articulate the vision, explain the "why" behind change, and bring people along throughout the journey.
• A proven people leader who develops talent, strengthens teams, and creates a culture of…