Western Alliance Bancorp

1 week ago

Senior Director of Customer Experience and Operations - Association Banking

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Build and lead a high-performing customer experience and operations organization for HOA/community association banking. Set a 12–24 month operating vision and roadmap, translate strategy into quarterly objectives, and develop leaders managing onboarding, relationship banking support, contact center operations, treasury & payments, and back-office controls. Own SLAs, response/resolution times, first contact resolution, and NPS/CSAT, driving process modernization, capacity planning, risk/compliance outcomes, and measurable productivity and quality improvements.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Define and execute a 12–24 month operating vision and roadmap, translating strategy into quarterly objectives/key results across functions.
•Build and mentor leadership and people managers, fostering accountability, coaching, career paths, inclusion, and succession planning.
•Serve as a senior liaison across Sales, Product/TM, Compliance, Risk, Finance, and Technology to align capacity plans and operational readiness for launches.
•Own service delivery outcomes (SLAs, response/resolution times, first contact resolution, NPS/CSAT) across relationship banking support, onboarding/boarding, and the contact center.
•Strengthen operational risk management and first-line controls across payments and KYC/AML, maintain audit/regulatory results, oversee operational audits/remediation, and deliver productivity/unit-cost improvements while maintaining service targets.

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalTime Off401k MatchingTuition AssistanceWellness Stipend

Key Requirements

•15+ years of related experience in branch banking operations, treasury management service, or similar fields.
•Bachelor’s degree in a related field required (Masters or MBA preferred).
•Previous leadership experience required, including running multi-team operations (onboarding/boarding, contact center, treasury & payments) at scale.
•Expert knowledge of general banking operations (deposit operations, loan administration, treasury management and/or other commercial banking products/services).
•Expert knowledge of applicable regulatory/legal compliance obligations, plus strong process improvement (Lean/Kaizen), KPI design, workforce planning, and cross-functional program leadership.

Experience:15+ yearsBanking operationsTreasury managementHOA bankingContact center operationsRisk and compliance

Education:Bachelor's

Skills:LeadershipAccountabilityCoachingCommunicationProcess improvement

Company Brief

Western Alliance Bancorp

Bank holding company that provides commercial banking, mortgage banking, treasury management, and specialized financial services through its Western Alliance Bank subsidiaries. Serves businesses, real estate clients, and consumers across the United States.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn

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Western Alliance Bancorp

1 week ago

Senior Director of Customer Experience and Operations - Association Banking

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Define and execute a 12–24 month operating vision and roadmap, translating strategy into quarterly objectives/key results across functions.
•Build and mentor leadership and people managers, fostering accountability, coaching, career paths, inclusion, and succession planning.
•Serve as a senior liaison across Sales, Product/TM, Compliance, Risk, Finance, and Technology to align capacity plans and operational readiness for launches.
•Own service delivery outcomes (SLAs, response/resolution times, first contact resolution, NPS/CSAT) across relationship banking support, onboarding/boarding, and the contact center.
•Strengthen operational risk management and first-line controls across payments and KYC/AML, maintain audit/regulatory results, oversee operational audits/remediation, and deliver productivity/unit-cost improvements while maintaining service targets.

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:Health InsuranceDentalTime Off401k MatchingTuition AssistanceWellness Stipend

Key Requirements

•15+ years of related experience in branch banking operations, treasury management service, or similar fields.
•Bachelor’s degree in a related field required (Masters or MBA preferred).
•Previous leadership experience required, including running multi-team operations (onboarding/boarding, contact center, treasury & payments) at scale.
•Expert knowledge of general banking operations (deposit operations, loan administration, treasury management and/or other commercial banking products/services).
•Expert knowledge of applicable regulatory/legal compliance obligations, plus strong process improvement (Lean/Kaizen), KPI design, workforce planning, and cross-functional program leadership.

Experience:15+ yearsBanking operationsTreasury managementHOA bankingContact center operationsRisk and compliance

Education:Bachelor's

Skills:LeadershipAccountabilityCoachingCommunicationProcess improvement

Company Brief

Western Alliance Bancorp

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Phoenix, United States

Founded: 1994

Website LinkedIn