External Operations Manager Jobs in Mashpee, MA (NOW HIRING)

If you thrive at the intersection of banking, technology, and the client experience and are a collaborative problem-solver, we invite you to explore our Digital Banking Manager opportunity. The ideal candidate has a strong background in process improvement and banking technology with experience in digital banking platforms.

In this role, you will help shape and optimize the Bank's digital banking experience, ensuring a seamless and consistent client journey across departments and channels. You'll be responsible for enhancing technology-driven interactions through our website, mobile applications, social media, and emerging AI-powered solutions, helping deliver an exceptional experience from first engagement through ongoing relationship management.

ESSENTIAL RESPONSIBILITIES

• Drives a customer-centric digital channels experience aligned to the Bank’s strategic plan, contributing market awareness, operational insight, and best practices to strategy development.
• Champions end-to-end delivery experiences, by fostering trusted relationships throughout the organization to establish clear service standards and brand promises for all systems, including online and mobile banking, lending platforms, document management, contact and voice technologies, and internal workflow tools.
• Ensures systems work cohesively to support client onboarding, servicing, lending, deposits, digital engagement and internal operations.
• Collaborates with Marketing team to develop internal and external communications of key experiences including product marketing, customer acquisition, debit cards, online account opening, digital banking (business and consumer), AI, Chatbots, eStatements and onboarding new digital clients.
• Leads initiatives to streamline workflows, reduce manual processes, and improve operational efficiency by integrating new tools and capabilities, measuring outcomes, and iterating to meet business and customer needs. This includes developing feature road maps, procedures and in some cases Policy.
• Identifies and applies industry trends and emerging best practices, translating them into actionable operational enhancements and differentiated customer experiences.
• Partners cross-functionally on product development and roll out. Participates in the product development working group. .
• Serves as a subject matter expert for digital, payment and core platforms, enabling seamless system integration, reliable data flow, and consistent experiences across channels.
• Provides governance and risk oversight, ensuring controls, vendors, fraud prevention, and programs (e.g., overdraft) support both customer needs and sound operations. Ensures that required conformance with policy and regulatory expectations are met.
• Coordinates internal and external audits for the group.
• Manages strategic third-party relationships, including online banking and online account opening and ancillary feature functionality including, but not limited to Segmint, Savvy Money, wire processing and other integrations as they evolve.
• Acts as a trusted advisor to leadership, delivering clear insights, metrics, and recommendations that balance customer experience, growth, and operational resilience.

The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties related and unrelated to the above, may be assigned and, therefore, required.

Our history of success and commitment to exceptional customer service starts with our employees and we are seeking candidates who share our vision of excellence and distinction. In addition to working with our engaged and exceptional team members, the successful candidate will be provided with competitive salary and outstanding benefits that include health dental and vision insurance, generous 401(k) match and tuition reimbursement.

The pay range provided reflects the established budget for this position and represents what the Bank reasonably expects to pay at the time of posting. The final offer will depend on various factors, including relevant experience, skill set, qualifications, and other job-related considerations.

Member FDIC. Member DIF. Equal Opportunity Employer.

COMPETENCIES

Management – Ability to make independent judgements, manage multiple areas, and influence teams to effectively support the bank’s strategic objectives.

Communication – Polished written and verbal communication. Ability to build collaborative relationships, and lead and inspire others. Ability to interact brilliantly with customers, colleagues, and public.

Professionalism – Upholds a consistent professional appearance and demeanor, demonstrates integrity and a strong worth ethic.

Organization – Ability to prioritize multiple responsibilities and a significant workload.

Confidentiality - Ability to maintain confidentiality; with tact and diplomacy.

Technical – Proficiency in Microsoft Office and various system applications.

QUALIFICATIONS

Education and and/or Experience

• Bachelor’s Degree in Business or related field.
• 5+ years of experience in financial services, banking technology delivery, or business process improvement role
• Strong understanding of how enterprise systems support financial institution operations across client onboarding, servicing, lending, deposits, digital engagement and internal workflows.
• Experience in digital program or project management, marketing delivery, product operations, or related roles within financial services
• Experience working with core banking systems, digital banking environments, loan origination platforms, document management solutions, or comparable enterprise operational systems preferred.
• Experience coordinating system upgrades or platform integrations highly desirable.

Physical Requirements

Ability to lift and carry up to 25 pounds on an occasional basis.