Digital Experience Center Manager

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November 8

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Nymbus

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Banking • Fintech • SaaS

Nymbus is a technology company that provides modern banking solutions tailored for banks and credit unions. It offers a robust core banking platform that facilitates the launch of digital banking services and retail strategies, enabling institutions to innovate rapidly while ensuring compliance and operational efficiency. Through its suite of services, including onboarding, digital banking tools, and managed services, Nymbus empowers financial institutions to enhance customer experience and drive growth in a competitive landscape.

201 - 500 employees

🏦 Banking

💳 Fintech

☁️ SaaS

📋 Description

• 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 policies, client SLAs, and regulatory requirements, including the Bank Secrecy Act (BSA), Consumer Privacy, and Federal Regulations. • Partner with fraud operations teams to detect and mitigate fraud risk through data analysis and process optimization. • Maintain audit readiness by ensuring operational documentation, training, and performance reporting are current and accurate. • Promote a culture of accountability, empowerment, and respect, where every team member is encouraged to contribute to service excellence. • Lead by example — demonstrating integrity, empathy, and resilience in decision-making and communication. • Recruit, train, and mentor staff to ensure ongoing professional development and a strong pipeline of future leaders. • Support high-volume periods by assisting with inbound calls, chats, or escalations as needed. • Provide operational leadership in new client onboarding and implementation projects, ensuring smooth integration into existing workflows. • Partner cross-functionally to enhance customer experience strategies, optimize digital channels, and align with innovation initiatives. • Participate in special projects or organizational initiatives as assigned by executive leadership.

🎯 Requirements

• Bachelor’s degree in Business, Communications, Management, or a related field (or equivalent work experience) • Minimum 2–3 years of contact center management experience; experience managing remote teams of 20+ agents strongly preferred • Prior banking or financial services management experience required; experience in a financial institution contact center preferred • Demonstrated success in client relationship management and presenting to executive and C-level audiences • Proven ability to analyze data, identify performance gaps, and execute improvement strategies • Working knowledge of contact center technology platforms such as ACD systems, chat tools, workforce management, Atlassian products, quality monitoring, and reporting dashboards • Excellent communication, presentation, and interpersonal skills with the ability to build strong relationships across all levels of an organization • Strong understanding of federal and state regulatory compliance, including BSA, Consumer Privacy, and Fair Lending • Availability to work evenings and weekends as required; occasional travel may be necessary.

🏖️ Benefits

• Annual Cash Bonus and Equity Options commensurate with the role level and experience • 100% Remote • Robust 401(k) plan with company match • Insurance - Health, Dental and Vision • Paid Time Off