Senior Director of Customer Experience and Operations - Association Banking

Senior Director of Customer Experience and Operations - Association Banking

Location: AZ - Chandler 3075

The Senior Director of Customer Experience and Operations is a senior leader responsible for building a high performing operations organization that delivers exceptional client experience, scalable process efficiency, and robust risk & compliance outcomes for HOA / Community Association / Realtor-Broker and other related client types in one of Western Alliance Banks' crown jewel line of business. You will set the strategy with the heads of Sales and Product, lead cross functional execution, and develop leaders who manage front line teams that support onboarding, relationship banking support, contact center, treasury & payments (ACH, wires, positive pay, lockbox), exception processing, and back office controls. Your mandate is to deliver material improvements in client satisfaction and grow capacity faster than volume, modernize processes and tooling, and deliver measurable productivity, quality, and risk posture. The Alliance Association Banking division of Western Alliance Bank is the largest HOA banking program in the country with a 21.5% 5-year CAGR. The customer experience team is compromised of 150+ people that deliver products and services to 45,000 community associations.

• Define a 1224 month operating vision and roadmap (people, process, technology) that continues the multi-year customer facing operations transformation initiative while supporting deposit growth and customer retention in HOA banking; translate strategy into quarterly objectives/key results and goals for each function.
• Build and mentor a strong bench of leadership and people managers; drive a culture of accountability, coaching, and career paths that scale with business growth.
• Serve as the senior liaison to Sales, Product/TM, Compliance, Risk, Finance, and Technology to align capacity plans, product changes, and operational readiness for launches and delivery of exceptional client support.
• Own service delivery outcomes (SLAs, response & resolution times, first contact resolution, NPS/CSAT Net Promoter Score/Customer Satisfaction Score) across relationship banking support, onboarding/boarding, and contact center.
• Partner with Sales leaders to create a cohesive service model that deepens relationships with all clients (small to large); implement processes that reduce avoidable churn and expand product penetration (TM services, digital channels, client software integration, etc.).
• Establish standard work, KPIs, and visual management across teams; deploy Lean/continuous improvement to remove waste and rework; codify best practices and SOPs (standard operating procedures).
• Implement capacity models and workforce management to forecast volume, plan staffing, and optimize schedules across time zones and channels.
• Actively support and lead cross functional projects focused on the automation of onboarding and data integrations with common HOA/PM accounting systems; reduce manual touch points and error rates.
• Ensure strong operational risk management across payments, KYC/AML, Reg E/CC, data privacy, DoRA, and model vendor controls; maintain clean audit/regulatory results.
• Strengthen first line of defense controls (reconciliations, GL balancing, maker checker, exception handling); continuously improve loss prevention and incident response.
• Oversees operational audits and remediation efforts to ensure successful completion and compliance with internal and regulatory standards.
• Deliver productivity improvements and unit cost reductions while maintaining service targets. Align KPIs to business outcomes.
• Foster inclusion, engagement, and recognition; drive manager excellence through regular 1:1s, team health metrics, and succession planning.
• Champion training and knowledge transfer programs so teams stay current on products, systems, and regulatory changes.
• Lead and develop a team; responsible for hiring, coaching, performance management, training and development.

What you'll need:

• 15+ years of related experience in Branch Banking Operations, Treasury Management Service or similar field.
• Bachelor's degree in related field required; Masters or MBA in related field preferred.
• Previous leadership experience required.
• Expert knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services.
• Expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Demonstrated success running multi-team operations (onboarding/boarding, contact center, treasury & payments, or equivalent) at scale. Strong command of process improvement (Lean/Kaizen), KPI design, workforce planning, and cross functional program leadership.
• Expert speaking and writing communication skills.
• Occasional travel required.

Benefits you'll love: We offer all the important things you'd want like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation