Director, Member Experience Operational Training

If you are ready to join a company that truly cares about its employees our members and our community then you have come to the right place!

Summary of Role:

The Director Member Experience Operational Training leads the design delivery and continuous evolution of training for Member Experience teams ensuring frontline and leadership team members are prepared to deliver consistent high-quality experiences. This role owns onboarding certification and ongoing development building both the operational discipline and hospitality mindset required to serve members with confidence care and consistency.

While primarily focused within Member Experience this leader also partners with the greater Talent Development team to advance enterprise-wide hospitality training helping elevate service standards and reinforce a consistent experience across all touchpoints.

Essential Responsibilities:

• Own and evolve training strategy for Member Experience teams aligning onboarding and development to hospitality standards operational excellence and values-based behaviors

• Lead end-to-end onboarding and training for frontline employees and leaders ensuring readiness confidence and consistency from day one

• Design and implement structured certification and recertification programs that reinforce both service behaviors and operational accuracy

• Translate SOPs service expectations and regulatory requirements into practical engaging training that supports both efficiency and experience quality

• Build and lead a high-performing training team including trainers and facilitators ensuring consistent delivery and scalability

• Create immersive real-world learning experiences (simulations practice environments scenario-based training) that strengthen decision-making and first-contact resolution

• Partner closely with MX operational leadership and quality team to ensure training is reinforced through coaching accountability and daily execution

• Establish a closed-loop feedback model using member feedback performance data and frontline insights to continuously improve training and experiences

• Define and monitor key outcomes including readiness service quality operational performance and member satisfaction (MSAT/NPS) using insights to drive ongoing improvement

• Champion a culture where a strong consistent employee experience enables exceptional member experiences embedding Broadview values into everyday interactions

Minimum Qualifications:

• Bachelors degree required; advanced degree or relevant certifications preferred

• 8 years of experience in operational training hospitality contact center retail financial services or similar environments

• 5 years of leadership experience building and developing high-performing teams

• Proven experience designing and scaling onboarding and leadership development programs

• Strong understanding of operational processes quality assurance and compliance-driven environments

• Demonstrated success improving performance outcomes such as readiness service quality and member satisfaction

• Ability to translate strategy into practical execution and influence across a matrixed organization

• Strong communication and facilitation skills with an engaging people-centered approach

Compensation:$89018-$115724 plus a competitive benefits package

Bilingual individuals who are fluent in a second language in addition to English are highly encouraged to apply.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other status protected by applicable law.

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