VP Digital Operations

Description

About Us

At Allegacy, our digital channels are how most members experience us every day — opening an account on their phone, getting help through chat or voice, managing money in online and mobile banking. These experiences are the front door to Allegacy, and increasingly, they are where we win or lose the member relationship.

We believe digital operations is where member experience, technology, and competitive strategy meet. It’s not only about keeping platforms running — it’s about running them brilliantly: launching new capabilities ahead of the market, resolving issues before members ever feel them, and making every digital interaction easier than the last. That means building a fintech ecosystem that expands what members can do, and putting AI to work to make every experience simpler, faster, and more personal.

The Opportunity

We’re seeking a Vice President of Digital Operations to lead the strategy, operation, and growth of Allegacy’s digital banking ecosystem. Reporting to the CIO and serving as a key member of the technology leadership team, you’ll own the platforms, partnerships, and performance of the channels that power digital banking, online account opening, and conversational (chat and voice) experiences — including strategic partners such as Lumin, Glide, and Glia.

This is an enterprise digital leadership role. You’ll set the vision for how Allegacy shows up digitally, architect a fintech ecosystem that creates real market advantage, and put AI to work at scale — from intelligent self-service to agent-assisted and agentic member experiences. You’ll build and lead a growing digital operations organization, own the digital budget and partner portfolio, and bring deep fintech fluency: knowing which partners to bet on, how to structure those relationships, and when to build, buy, partner, or walk away.

This role requires a leader who can move seamlessly between executive strategy, fintech market insight, and operational rigor — influencing peers across Retail, Marketing, Lending, Data & Analytics, and Risk, and translating digital strategy into measurable business outcomes. Success here is measured in digital adoption, member growth, satisfaction, reliability, and efficiency — not lines of code.

What You’ll Own

Digital Strategy & Channel Leadership

• •Define and execute Allegacy’s multi-year digital channel strategy, aligning digital banking, account opening, and conversational channels with enterprise growth goals and the technology roadmap.
• •Own the performance of Allegacy’s digital channels end to end — adoption, engagement, conversion, reliability, and member satisfaction — and report results to executive leadership.
• •Lead digital roadmap and investment prioritization, balancing member impact, business value, risk, and operational readiness.
• •Champion journey redesign across account opening, onboarding, servicing, and everyday banking, eliminating friction and drop-off at scale.

Fintech Ecosystem Strategy & Partnerships

• •Architect and grow Allegacy’s fintech ecosystem as a source of competitive advantage, maintaining a clear point of view on the market, emerging players, and where Allegacy should lead, fast-follow, or pass.
• •Drive build, buy, and partner decisions, and structure fintech relationships across the full spectrum — from pilots and revenue-share models to strategic partnerships, CUSO collaborations, and co-investment opportunities.
• •Own the fintech partner portfolio end to end, from sourcing and due diligence through commercial negotiation, integration, performance management, renewal, and exit.
• •Serve as the executive relationship owner for strategic platform partners such as Lumin, Glide, and Glia, influencing their roadmaps and holding them accountable to service levels and delivery commitments.
• •Evaluate and introduce emerging capabilities — embedded finance, open banking and consumer-permissioned data sharing, real-time payments, and digital identity — that expand what members can do.

AI & Digital Innovation

• •Set the vision and strategy for AI across digital channels, from intelligent self-service and virtual assistants to agent-assisted and increasingly agentic member experiences.
• •Partner with the CIO and enterprise AI governance to deploy AI responsibly, with clear guardrails for accuracy, fairness, privacy, and member trust.
• •Scale AI and automation across digital operations to reduce manual effort in support, triage, and routine platform work — redeploying capacity to higher-value work.
• •Build a culture of experimentation and measurement, piloting, testing, and scaling what works based on data and member feedback.

Fintech Risk, Governance & Compliance

• •Partner with Information Security, Enterprise Risk, and Compliance to embed third-party risk management into every fintech relationship, from due diligence through ongoing monitoring.
• •Ensure digital channels and partners meet regulatory and member-protection expectations, including NCUA and FFIEC guidance, consumer protection, privacy, and accessibility.
• •Represent digital operations in enterprise governance forums, including risk, security, and technology committees.

Operational Excellence & Resilience

• •Establish KPIs, SLAs, and operational metrics that drive reliability, availability, and continuous improvement across digital platforms and partners.
• •Oversee incident management, root cause analysis, and problem prevention for member-facing digital services, including vendor-side incidents.
• •Partner with Infrastructure, Platform Integrations, and Information Security so the integrations behind the experience stay resilient, secure, and scalable.
• •Own the digital operations budget, vendor contracts, and forecasting, maximizing the value of every platform dollar.

Enterprise Leadership & Collaboration

• •Partner with senior leaders across Retail, Marketing, Lending, Member Experience, Data & Analytics, and Finance to align digital priorities with enterprise strategy.
• •Influence strategic decisions by articulating digital trade-offs, risks, and opportunities in business terms for executive leadership and the Board.
• •Work with Data & Analytics to turn digital platform data into insight that fuels personalization, decisioning, and growth.

Team Leadership

• •Build, lead, and scale a high-performing digital operations organization, including people leaders and senior individual contributors.
• •Develop future leaders and grow the capabilities — digital product, partner management, AI, and analytics — the digital ecosystem will require as it expands.

Requirements

What You Bring

• •12+ years of progressive experience in digital banking, digital channels, or digital product and operations, including 5+ years in senior leadership roles — ideally in financial services.
• •Proven executive ownership of a digital banking platform, account opening ecosystem, or comparable member-facing digital business, with accountability for adoption and growth outcomes.
• •Deep fintech expertise, including a strong command of the fintech landscape, partnership and commercial models, and how to evaluate, negotiate, integrate, and scale third-party capabilities.
• •A track record of building a fintech partner ecosystem that delivered measurable member and business results.
• •Experience leading AI or automation initiatives in member- or customer-facing channels, with the judgment to apply them responsibly and where they create real value.
• •Strong command of third-party risk management and regulatory expectations for fintech partnerships in a regulated environment.
• •Demonstrated success building and leading multi-layered teams, developing leaders, and managing through growth and change.
• •Financial and vendor management acumen, including budget ownership, contract negotiation, and business case development.
• •The technical fluency to partner credibly with engineering, integration, and security leaders on APIs, integrations, and platform architec