• Omnichannel Manager

    Job Locations US-CA-San Diego
    Job ID
    Job Type
    Regular Full-Time
    Centers of Excellence
  • Description:

    BOFI Federal Bank [NASDAQ: BOFI] Over $8.7 billion in assets and one of the fastest growing banks in the nation, ranked in the top 5 of online banks in the country


    Join our new department and team strategically focused on enterprise wide technology! 

    • ​Provide day-to-day ownership of omnichannel solutions across the enterprise
    • Build, maintain and deliver on the strategic vision and roadmap for the evolution of omnichannel solutions within BofI (near term and 5 year views)
    • Foster consultative and collaborative relationships with Business Unit leaders to provide proactive identification of opportunities to increase efficiency and effectiveness of sales and customer service through omnichannel solutions
    • Review individual Business Unit omnichannel initiatives and align with the enterprise strategic direction
    • Continually expand personal and enterprise knowledge of the omnichannel suite of systems; research innovations for review and/or adoption by the Bank
    • Understand the Bank's diverse business units and strategic initiatives; ensure capacity is anticipated and enterprise perspective is considered
    • Develop and maintain current configuration and maintenance documentation for all customer contact channels and complete and current governance and project management documentation and system architecture ​documentation
    • Produce future state IVR and detailed requirements to deliver effective customer self-service
    • Create and implement enterprise-wide, standardized telephony reporting (bank-wide, business unit, team, individual) that encompasses customer, internal efficiency and productivity
    • Deliver a comprehensive suite of quality management and workforce optimization tools and ensure robust adoption and effective utilization throughout the enterprise
    • Ensure the project management and development protocols and processes are adhered to by the Omnichannel Center of Excellence team
    • Responsible for ensuring effective Business Unit adoption of omnichannel deployments


    Key Skill Sets or Knowledge Requirements:

    A very hands on role, including strategy, tactical execution and driving enterprise adoption.  ​The successful candidate must be presentable, professional and demonstrate a "whatever it takes" mentality.  

    They must also have excellent written and verbal communication skills needed to interact with end-users and technical stakeholders.  

    Overall, this individual should be assertive, self-sufficient and self-motivated with the ability to work positively with different departments on deadline driven activities.​  

    Key skills include:

    • ​A fierce dedication to the delivering the optimal customer experience across all contact channels
    • A propensity to master the understanding and application of new technology
    • Ability to thrive in a fast-moving, complex and innovative multi-billion dollar bank
    • Creative and analytical thinker with strong problem-solving skills
    • Must be flexible, able to work on multiple projects that may require restructuring due to shifting demands, unforeseen events and changing priorities  
    • Working knowledge of Salesforce platform in an enterprise environment preferred
    • Demonstrated project management skills with a sense of commitment and urgency

    Key traits which distinguish the successful candidate:

    • Leadership: A confident, mature person with the ability to connect and inspire others
    • Results Oriented: A driver who possess the ability to take actions and implement effective solutions in a timely manner
    • Teamwork: Energy and team capability; the ability to lead, motivate and rally colleagues. Ability to influence others without a direct reporting relationship
    • Ethics: Highest level of professional integrity and honesty as well as personal credibility
    • Innovative: Dedication to maintaining cutting edge talent with the courage to implement new ideas

    Desired Career Experience & Education Requirements:

    A combination of any 2 or more of the following types of experience:

    • ​3+ years contact center leadership experience
    • 3​+ years technology systems design and configuration
    • 3+ years Salesforce design and configuration
    • 3+ years cloud based telephony and IVR management/delivery
    • 3+ years customer journey design
    • 3+ years hands-on consulting experience in a top consulting firm


    • Bachelor’s Degree in related field (technology, customer experience, business, etc.) required


    Job Functions & Work Environment:


    While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc.


    The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.



    Equal Employment Opportunity:


    BofI Federal Bank is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state and local laws.



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