Assistant Vice President of FRFS Support Center Operations

About the role

The Federal Reserve Bank of Kansas City seeks an Assistant Vice President to lead the FRFS Support Center Operations. Reporting to the Vice President of Support Center Operations, this executive will shape the future of Customer Service for critical payment systems.

Key responsibilities

• Lead a 24x7x365 team supporting FedACH, Checks, Wholesale (Fedwire Funds, Securities, NSS), FedNow, and FedLine connections.
• Engage and lead during production issues, providing after‑hours oversight and external customer communications.
• Partner with Customer Service leadership to evolve a unified, service‑agnostic support model while keeping the customer experience front‑and‑center.
• Provide input into technology and product development pipelines to streamline and enhance the customer experience.
• Develop strategies with FRFS leaders to resolve service challenges and improve the customer experience.
• Represent FRFS on System committees, workgroups, and industry conferences.

Required profile

• Strong background and interest in payment systems.
• Outstanding people leader, talent champion, coach and mentor.
• Proven ability to build diverse and inclusive work environments.
• Track record of leading large, matrixed, virtual teams and driving results.
• Excellent change‑management and collaboration skills.
• Bachelor’s degree in business administration or related field; MBA preferred.
• 8+ years of business management experience, including 5+ years of progressive leadership.