Head of Operations & Customer Success

• Location 81 Wyman Street,Waltham, MA, 02451,United States
• Base Pay $ - $ / Year
• Job Category Operations Management
• Employee Type FT Exempt

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity. As Head of Operations & Customer Success, Senior Vice President, you will be responsible for the development, quality, and overall management of the enterprise Operations and Service teams.

This role oversees Bank Operations (Deposit Operations, Card services, Fraud Operations support, Treasury Product Operations, Business Control, Business Transformation and Re‑engineering);
Loan Operations and Servicing (Loan administration and Loan Servicing); and Client Services (all lines).

The primary focus is to accelerate an end-to-end client experience that provides a differentiated experience for customers and an optimized, efficient operating model in support. This includes seamless, integrated onboarding, service, and end-to-end processes constructed across the bank to drive superior service and continually improve in support of a frictionless internal operating model and customer experience.

The role requires demonstrated expertise of enterprise-wide operations, end-to-end process re‑engineering, automation use, and talent models that optimize, create efficiency, scale and demonstrate strong customer experience to measure and deliver on the expected client experience.

Customers or clients are defined as customers CSB serves through digital and physical channels, such as Ivy, it’s digital-only bank, and CSB commercial, small business and consumer customers.

• Oversee the management of the Operations and Client Servicing across the customer lifecycle. Functional accountability for the management of Client Service, Loan Operations, Deposit Operations, Payment Services and Business Solutions, Business Control, and Process Improvement.
• Ensure Enterprise Client Services manages strong relationships with customers by quarterbacking all service and incident management and facilitates resolution timely with client, being proactive and anticipating needs.
• Facilitate a continuous feedback mechanism with all business lines to ensure frictionless customer experience and demonstrate superior communication and feedback loops.
• Provide an ongoing view of client services and operational performance to internal stakeholders.
• Operational Controls & Governance – Develop and uphold standard operating procedures, internal controls, monitoring, and reporting frameworks aligned to audit and regulatory expectations.
• Strategic Cross-Functional Partnership – Serve as the operational partner to Product, Technology, Treasury Management, Fraud, Compliance, and the Lines of Business to enable effective day-to-day business operations, product launches, operational enhancements and platform enhancements, and upgrades.
• Continuously assess and evaluate operations and servicing systems, technologies, and procedural requirements for efficiency gains, automation opportunities and friction removal.
• Direct the continued evolution of the operations organization as the bank evolves (e.g., digital transformation, commercial orientation), with a focus on execution and quality, consistently and predictably delivering service through standard, repeatable processes. This includes defining levels of service standards and exceptions based on the client or complexity of the relationship.
• Strive for the continuous improvement of products and processes internally through careful consideration of customer feedback.
• Create and maintain executive level relationships with internal peers while having the ability to represent Service and Operations with clients and prospects if/when needed.
• Create, measure and communicate core KPIs for client success during onboarding, ongoing maintenance, escalations, issue resolution and ongoing servicing.
• Ensure efficiency and effectiveness through use of workflows, automation, use of enterprise tools (CRM, core…