Supervisor of Member Engagement Training (Contact Center and Digital Support)

This position leads and supports the delivery of member engagement technical training within the contact center and digital support programs through a human-centered approach that reflects Wings' cultural values and prioritizes the employee and member experience.
Under the guidance and oversight of the manager, the role provides day-to-day direction, coaching, and support to assigned training staff; partners with internal departments, subject matter experts, and leadership to identify training needs; sets team priorities; coordinates work activities; maintains accurate and consistent learning materials; and supports the assessment, design, delivery, and evaluation of core curricula across in-person, virtual, and asynchronous formats. Problem solving is guided by established policies, procedures, standards, cultural values, and manager direction.
This position also helps coordinate team activities, monitor trainer performance, support performance evaluations, and develop staff capabilities through respectful, inclusive, and individualized coaching that strengthens Wings' sales, service, and member engagement culture. In addition, the role works with the leadership team to align priorities, monitor progress, and ensure timely completion of assigned tasks, special projects, department standards, regulatory or investor guideline research, and emerging industry or technology updates. The role considers employee needs, learner feedback, operational realities, and member impact so training programs remain relevant, accessible, effective, and aligned with strategic goals and Wings' cultural values. Issues, exceptions, and complex decisions are escalated to the manager for guidance, direction, and oversight
Essential Functions
Training: Support and facilitate member engagement training programs using a human-centered, inclusive approach that recognizes learner needs, experiences, and perspectives while reflecting Wings' cultural values.
Build cross-departmental relationships and partner with designated subject matter experts to address identified training needs.
Uphold and consistently apply established quality assurance processes across all course materials to support accuracy, consistency, compliance, accessibility, and alignment with instructional and organizational standards Apply effective adult-learning practices to create engaging, accessible learning experiences that strengthen service quality for members and internal staff, improve productivity, and align member engagement training with corporate strategic goals.
Support special projects, including updates to department standards, regulatory or investor guideline research, and review of emerging industry standards and technology.
Help ensure the training team implements programs in the best interest of employees, members, and the credit union. Maintain regular, respectful communication with assigned departments, leadership partners, and key contacts to ensure training materials remain accurate and consistent, work activities are coordinated effectively, and assigned tasks are completed timely.
Use established policies, procedures, Wings' cultural values, and manager guidance to resolve routine training-related questions, issues, and process concerns, escalating complex matters as appropriate.
Support the design, development, implementation, and evaluation of training programs across multiple modalities, including in-person, virtual, and asynchronous learning, and use learner feedback and performance results to continuously improve the experience.
Team leadership & development: Help establish staff goals and objectives, set team priorities, coordinate work activities with the leadership team, and manage team activities such as scheduling, shift management, and administrative tasks to ensure assigned work is completed timely and effectively.
Lead with empathy, respect, transparency, and accountability, creating an inclusive environment in which employees feel valued, supported, and connected to Wings' purpose and cultural values.
Support employees in achieving individualized career development goals, monitor and evaluate performance during training, and, with manager support and oversight, prepare and deliver quarterly performance evaluations through balanced, constructive, and growth-focused conversations.
Apply established policies and procedures consistently and fairly when addressing routine staff, scheduling, performance, or training-related issues, and seek manager guidance for complex employee or operational matters. Regularly coach and develop staff to strengthen capability, confidence, well-being, and Wings' sales and service culture, and assist with interviewing and selecting new hires using a respectful, equitable, and candidate-centered approach
Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Minimum Formal Qualifications for this Position:
Required Bachelor's Degree Bachelor's degree in education, organizational development, human resources, business, communications, or a related field.
Required 4+ years' training and development teaching experience in either a school, past job, or corporate environment.
Required 1+ years' management or leadership experience.
P referred 1+ years' experience in a financial institution.
Technical or Specialized Knowledge/Skills:
Knowledge of adult learning principles, human-centered and inclusive facilitation practices, instructional design methods, and training delivery approaches that respond to learner needs and support consistent performance, confidence, and skill application.
Knowledge of member engagement operations, service expectations, credit union products and services, and applicable policies, procedures, systems, regulatory requirements, and escalation practices.
Skill in leading, coaching, developing, setting priorities for, and providing day-to-day direction to training staff through empathy, active listening, clear expectations, constructive feedback, recognition, performance support, and ongoing capability building aligned with Wings' cultural values.
Skill in communicating clearly, professionally, and respectfully through facilitation, presentations, written materials, coaching conversations, and stakeholder updates, adapting the approach to the needs and perspectives of varied audiences.
Ability to assess training needs, listen to employee and stakeholder perspectives, identify performance gaps, and support practical, human-centered learning solutions that align with operational priorities, service behaviors, Wings' cultural values, member-focused outcomes, and established policies and procedures.
Ability to organize training activities, coordinate schedules and work activities with leadership partners, manage competing priorities, and maintain accurate, consistent, and current training materials across multiple delivery formats.
Ability to monitor team progress, follow up on assigned work, and help ensure tasks and project deliverables are completed accurately, timely, and in alignment with department priorities.
Ability to use sound judgment within established guidelines, seek manager guidance when needed, and escalate complex problems, exceptions, or decisions appropriately.
Ability to use learner voice, feedback, observations, training results, and business input to support continuous improvement, remove barriers to learning, and strengthen training effectiveness and the overall employee experience.
Ability to model Wings' service behaviors and cultural values by leading with empathy, integrity, inclusion, curiosity, and accountability while fostering trust, belonging, psychological safety, and a positive, ethical, and high-performing learning environment
Certifications Required:
Required Valid Driver's License with an acceptable driving record.
Preferred Instructional Design, Curriculum Development, or other similar certifications.

Employment type
Full-time

Work arrangement
No