Director of Service Optimization

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Regular Full-Time Management Headquarters North, Santa Ana, CA, US

Salary Range: $ To $ Annually

At Orange County’s Federal Credit Union (OCFCU), banking is personal—and it always has been. For more than 87 years, we’ve built genuine relationships, provided trusted guidance, and put people before transactions to help our members achieve life’s most important milestones.

Today, with more than $3 billion in assets and 145,000+ members, we continue to grow while staying true to the values that have made us one of Orange County’s most respected financial institutions. We’ve been named #1 Credit Union by the Orange County Register for several years and most recently in 2024 & 2025. We’re also honored with workplace satisfaction—driven directly by employee voices.

When you join OCFCU, you’re joining a workplace where people genuinely enjoy showing up and feel empowered to do meaningful, impactful work every day.

As the Director of Service Optimization you'll be establishing and leading the organization's service optimization capability, supporting enterprise Business Transformation priorities through measurable improvements in processes, member experience, operational efficiency, and organizational effectiveness.

This role is a key strategic and execution partner to the Vice President Business Transformation and works across the organization to identify opportunities, prioritize improvements, design future-state solutions, and drive sustainable implementation.

The Director will connect business strategy to execution by bringing structure, discipline, and accountability to transformation and optimization initiatives. This position will work closely with Operations, Technology, Finance, Human Resources, and other business leaders to ensure initiatives deliver measurable outcomes and are successfully adopted. This is a leadership role focused on improving how the organization operates, not on adding capacity for routine transactional operations.

ESSENTIAL FUNCTIONS:

Service Optimization & Business Transformation

• Leads the organization's Service Optimization capability and establishes a consistent approach to identifying and executing improvement opportunities.
• Translates enterprise priorities into actionable transformation and optimization initiatives.
• Evaluates business transformation requests and opportunities based on strategic alignment, member impact, operational value, risk, complexity, and organizational capacity.
• Maintains visibility into the enterprise transformation and optimization portfolio.
• Identifies opportunities to simplify processes, eliminate unnecessary work, reduce manual activity, improve controls, and enhance the member and associate experience.
• Leads current-state and future-state process assessments and facilitates cross-functional process redesign.
• Develops recommendations, business cases, and implementation approaches for significant transformation opportunities.
• Ensures transformation initiatives have clearly defined objectives, measures of success, owners, and expected benefits.

Cross-Functional Leadership

• Serves as a trusted advisor and strategic partner to business leaders seeking to improve their processes, services, or operating models.
• Facilitates collaboration across Operations, Technology, Finance, Human Resources, Risk, Compliance, and other functions.
• Translates business needs into clear requirements and actionable recommendations for Technology and other enabling functions.
• Builds strong relationships with executive and senior leaders to facilitate enterprise-wide change.
• Identifies…