Contact Center – Digital Support Director

Provident Bank

Director leading all Contact Center and Digital Support for the bank, managing employee experience and technology for retail segments. Driving AI capabilities and ensuring a high level of customer service.

Posted 7/15/2026full-time🇺🇸 United StatesLead💰 $123,900 - $177,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in managing Retail Contact Center and Digital Support teams, focusing on performance improvement, customer satisfaction, and AI capabilities. Proven expertise in contact center technologies, governance, and financial management within banking operations.

Highest-signal resume keywords

15 Years Experience In Client Support Contact Center10 Years Leadership ExperienceContact Center Technologies ExpertiseAI Capabilities ManagementBudget Management And Financial Target Achievement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance Standards SettingKPI EnforcementAI Use Case ImplementationWorkflow ImprovementTechnical Support Expertise

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsInterpersonal SkillsEmpathy

Tools & Technologies

Contact Center Technology PlatformDigital Support ToolsAI Performance Monitoring Tools

Certifications & Qualifications

Bachelor’s Degree Or Equivalent Experience

Industry Keywords

Retail Banking OperationsCustomer SatisfactionService LevelsResolution TimesGovernance And Compliance

About the role

Key responsibilities & impact

Lead end-to-end delivery for Retail Contact Center and Digital Support teams
Own service levels, resolution times, employee experience and customer satisfaction
Ensure consistent execution across customer segments and support channels
Set and enforce performance standards and KPIs
Own the contact center technology platform across the enterprise
Drive platform strategy, capabilities, and roadmap
Partner with IT and vendors on configuration, stability, and enhancements
Lead all AI capabilities within Contact Center and Digital Support
Identify and implement AI use cases that improve service delivery
Establish governance for AI usage including quality control, compliance, and risk oversight
Monitor AI performance and continuously optimize outcomes
Identify and execute improvements in workflows, tools, and customer journeys
Ensure Digital Banking customers receive high levels of technical support

Requirements

What you’ll need

15 years of experience in client support contact center and banking operations
At least 10 years in a leadership role
Demonstrated experience in managing teams and driving performance improvements
Strong understanding of contact center technologies and best practices
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills
Proven ability to manage budgets and achieve financial targets
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and demands
Act with empathy and care for employees and customers
Bachelor’s degree or equivalent experience

Benefits

Comp & perks

Team members accrue paid time-off (PTO)
Holiday (PTO)
Eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
Flexible and Health Savings Accounts
401(k) Retirement Plan
Disability Insurance
Employee Assistance Program
Basic Life Insurance
Company sponsored Tuition Disbursement and Loan Repayment programs
Voluntary benefits including Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans