Job Description

With over $500 Million in assets located in beautiful Tampa, FL, Trax Credit Union has over 45,000 members, 9 branches, an amazing employee culture, strong history of member service excellence and is one of the most respected financially sound organizations in the area. The vision at TRAX is to empower their members to embrace their financial wellbeing each and every day. Trax wants you to make your life journey count and their mission is to enrich the lives of their members by providing quality financial services within the credit union philosophy of people helping people while maintaining a strong financial foundation.

Trax Credit Union is in search of a strategic and forward-thinking individual to join their organization as the next Chief Operating Officer (COO) . The COO is a key member of the Executive Leadership Team, responsible for leading day-to-day operations and ensuring Trax Credit Union delivers exceptional and consistent member experience. This role provides strategic and operational leadership for retail delivery, contact center services, product and lending operations, business planning, compliance, vendor partnerships, and member service channels—both physical and digital. The COO is accountable for building operational scalability, service excellence, and regulatory compliance across all business lines.

Key Areas of Responsibility:

Retail Delivery & Branch Strategy

• Lead the retail branch network, ensuring alignment with sales and service goals while maintaining a culture of member-focused service.
• Oversee staffing, talent development, and performance across all branch locations.
• Direct new branch development, including site selection, market research, and facility planning.
• Manage branch remodels and improvement projects aligned with growth and optimization efforts.

Member Contact Center & Remote Channels

• Oversee the Member Contact Center and remote support functions (phone, live chat, secure messaging, text support, etc.).
• Ensure service-level standards are consistently met or exceeded across all channels.
• Partner with IT and Digital Banking to support omni-channel delivery that enhances accessibility and convenience for members.

Product & Lending Operations

• Lead the operational implementation and support of all consumer-facing products and services, including new product rollouts and enhancements.
• Oversee the operational side of lending, including origination workflows, loan processing, fulfillment, and support systems in coordination with the lending team.
• Monitor the performance of business lines from a service and operational efficiency perspective.

Compliance & Risk Management

• Ensure that all operational areas, products, and services operate in compliance with applicable laws, regulations, and internal policies.
• Develop and maintain internal policies and procedures that support a strong risk posture.
• Manage the credit union’s fidelity bond and renewal process.
• Handle escalated member complaints, including those from regulators, attorneys, and consumer protection organizations.

Process Improvement & Operational Efficiency

• Identify and implement opportunities to streamline processes, reduce costs, and improve service delivery.
• Lead cross-functional initiatives to enhance internal workflows and member-facing services.
• Champion a culture of continuous improvement and innovation across all operational areas.

Vendor & Partner Management

• Serve as the primary executive responsible for vendor oversight, including contract negotiation, service delivery monitoring, and performance evaluation.
• Ensure third-party relationships support operational efficiency, compliance, and member value.
• Support fintech partnerships and technology integrations in collaboration with executive peers.

Strategic Planning & Execution

• Prepare and maintain business and operational plans aligned with corporate strategic objectives.
• Lead implementation of strategic initiatives across operational departments, including field of membership expansion and digital service enhancements.
• Contribute to enterprise-wide decision-making and serve as a thought partner to the CEO and Executive Team.

Analytics & Performance Monitoring

• Establish and monitor key performance indicators (KPIs) for all operational functions.
• Use data and analytics to identify trends, forecast capacity, and drive informed decision-making.
• Regularly assess member feedback and operational metrics to identify service improvements.

Culture & Leadership

• Build and lead high-performing operational teams with a strong focus on collaboration, accountability, and continuous learning.
• Foster a mission-driven, service-centered culture throughout all levels of the organization.
• Promote leadership development, coaching, and career growth within the operations team.

Qualifications:

• Minimum of 8 years of progressive senior leadership experience in credit unions, banks, or financial services.
• Strong experience in managing branch and remote service delivery, product operations, and compliance.
• Demonstrated success in process improvement, vendor oversight, and team leadership.
• Familiarity with digital banking trends, fintech integrations, and omni-channel service models.

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