Chief Operating Officer - Middletown, NY

Heritage Financial Credit Union•City of Middletown, NY

2h•$175,000 - $225,000

About The Position

Come join Heritage Financial Credit Union's Executive Team as the Chief Operating Officer The Chief Operating Officer (COO) will play a pivotal role in shaping the future of our Credit Union by leading the evolution of how the organization operates and executes. This executive role will align teams, systems, and priorities to support growth, resilience, and exceptional service. The COO will turn strategy into sustained results by reinforcing accountability, strengthening cross-functional performance, and ensuring the organization can adapt and perform in a rapidly changing financial services landscape. If you are a leader who brings enterprise perspective and the ability to translate complexity into coordinated action, this role offers the opportunity to influence how work gets done, strengthen leadership across the organization, and help advance the Credit Union’s mission through strong operational leadership. Here's a little about us: Heritage Financial Credit Union is a member-owned financial institution that is committed to helping our members achieve their financial goals and building a stronger community. We believe that everyone deserves access to affordable financial services, and we are dedicated to providing our members with the tools and resources they need to achieve their financial dreams. Our vision is to be the leading financial institution in the communities we serve, and we are committed to creating a culture of excellence where our employees can thrive. We believe in creating a workplace where everyone feels valued and respected, and where we can all work together to achieve our goals. We recognize that our employees are our most important asset, and we are committed to providing them with the training, development, and opportunities they need to succeed. Our values are at the heart of everything we do. We believe in: Integrity: We are honest and trustworthy in all of our dealings with our members, employees, and the community. Excellence: We strive to provide our members with the best possible service. Teamwork: We believe that we can achieve more together than we can alone. Respect: We treat each other with dignity and respect. Community: We are committed to giving back to the communities we serve. If you are looking for a challenging and rewarding career in the financial services industry with a company that is committed to its Mission, Vision and Values, we encourage you to apply and see below for details about the position. We offer a competitive salary and comprehensive employee benefits package, company 401K match and generous Paid Time Off. POSITION PURPOSE The Chief Operating Officer (COO) is a senior executive leader responsible for ensuring the Credit Union’s operational infrastructure, technology platforms, and enterprise processes are aligned, scalable, secure, and positioned to deliver exceptional member and employee experiences. Reporting directly to the EVP, the COO provides strategic and operational leadership across Information Technology, Credit Union Operations, Innovation & Systems Administration, Business Intelligence, Project Management, and Security & Facilities. As a key member of the executive leadership team, the COO translates strategic vision into disciplined execution driving operational excellence, digital enablement, process optimization, and cross-functional integration. The COO ensures the organization operates efficiently, manages risk appropriately, leverages technology as a business enabler, and continuously improves how work is performed in service of the Credit Union’s mission, members, and long-term sustainability.

Requirements

Bachelor’s degree required; advanced degree or relevant professional certifications preferred. A combination of education and commensurate experience will be considered.
Minimum of 10 - 15 years of progressive leadership experience financial services operations, technology, and enterprise execution roles.
Prior experience in a credit union or community bank environment, preferably $500MM-$2B in assets.
Strong understanding of financial services operations, technology enablement, and regulatory expectations.
Demonstrated experience presenting to Boards of Directors and working with regulators.
Demonstrated experience leading complex, multi-functional organizations within a regulated environment.
Proven ability to translate strategy into disciplined execution.
Exceptional leadership, communication, and change management capabilities.
Track record of driving operational excellence, change management, and data-driven decision making.

Responsibilities

Provide executive leadership and direction for enterprise operations, technology, innovation, and service delivery functions, ensuring alignment with organizational strategy and values.
Translate strategic priorities into executable operating plans, performance objectives, and measurable outcomes across all operational areas.
Establish and maintain enterprise-wide operational standards, governance frameworks, and accountability structures.
Serve as a key advisor to the CEO, EVP, and the Board on operational performance, capacity, operational risk, and readiness.
Provide executive oversight of the Information Technology function through the AVP of IT, ensuring technology strategy, architecture, cybersecurity, disaster recovery, and service delivery effectively support business objectives.
Ensure strong governance over vendor management, system integrations, data security, and regulatory technology expectations (e.g., FFIEC).
Champion the use of technology, automation, and AI-enabled solutions to enhance efficiency, reduce risk, and improve member and employee experience.
Oversee Credit Union Operations & Innovation through the VP of CU Ops. & Innovation, ensuring seamless integration of Branch Operations, Systems Administration, Security & Facilities, Project Management, and Business Intelligence.
Ensure operational scalability to support growth, new initiatives, and evolving member needs.
Drive enterprise process improvement, re-engineering, and standardization to eliminate inefficiencies and improve service quality.
Provide executive sponsorship for cross-functional initiatives, ensuring clear prioritization, disciplined execution, and delivery of outcomes.
Ensure a mature, standardized project management and prioritization framework is in place to support strategic and operational initiatives.
Oversee enterprise data governance, business intelligence, and analytics capabilities to enable data-driven decision-making.
Establish and monitor key performance indicators (KPIs), operational metrics, and dashboards to track progress, identify trends, and inform leadership decisions.
Partner with the CEO, EVP, and executive leadership to ensure operations are aligned with the Credit Union’s risk appetite, internal controls, and regulatory requirements.
Proactively identify operational, technology, and execution risks; ensure mitigation plans are developed, tracked, and executed.
Support audit, examination, and compliance activities by ensuring operational readiness, documentation, and remediation discipline.
Build, mentor, and lead a high-performing operational leadership team, fostering accountability, collaboration, and continuous improvement.
Develop succession plans and leadership pipelines across operational and technology functions.
Promote a culture of ownership, service excellence, innovation, and professional growth.
Ensure staffing models, skills, and capabilities are aligned with current and future organizational needs.
Reinforce a strong member-centric mindset across all operational and technology teams.
Ensure clear, consistent communication with internal stakeholders, executive leadership, and external partners.
Model the Credit Union’s values and Great Worthy Cause in leadership approach, decision-making, and execution.