Digital Experience Center Manager

Nymbus () isn't just a leader in fintech; we're a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud based technology serve as the backbone for financial institutions eager to modernize and excel. Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and credit unions.

Our culture thrives on collaboration, integrity, and a client-first approach. Your journey with us won't simply advance your career; it will offer the chance to shape an industry alongside like-minded professionals. We're excited to consider you a key player in this transformative chapter. Thank you for contemplating a role with Nymbus.

We are a remote first company with the exception of a few positions being onsite in our designated locations. The positions which are remote you will need to be able to travel a few times a year. You may be required at times to visit client sites or attend meetings at designated locations with your team members.

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. 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.

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. 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.

• 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…