Communications Center Manager

Fitzsimons Credit Union; Aurora (CO); On-site; USD 62,000 - 72,000; Full time

Benefits offered by this job

Tuition reimbursement

Internal growth opportunities

HSA with employer contributions

Wellness programs

Paid time off and holidays

401(k) plan with 5% employer match

Employer-paid disability and life保险

Paid parental leave

Paid volunteer time

Employee loan discounts

Job summary

Fitzsimons Credit Union is seeking a Communications Center Manager to lead a dynamic team responsible for member-first service across phone, ITMs, and digital channels. You will oversee daily operations, drive process improvements, and collaborate with IT and vendors to optimize systems.

The role emphasizes strategic leadership, staff development, and alignment with credit union goals, with a strong focus on delivering exceptional member experiences in a fast-paced environment.

Qualifications

• 3–5 years of experience in contact center operations or financial services
• Lead, motivate, and develop a service-driven team
• Strong knowledge of communication channels (phone, ITM, digital) and service workflows
• Tech-savvy with strong analytical and problem-solving skills
• Collaborative mindset with excellent communication and interpersonal skills

Responsibilities

• Hire, train, coach, and supervise a high-performing Communications Center team
• Monitor performance standards and conduct annual evaluations
• Develop and implement departmental strategies aligned with credit union goals
• Analyze operations and identify opportunities for workflow and service improvements
• Collaborate with IT and vendors to optimize communication systems, including ITMs
• Handle escalated member issues and ensure timely resolutions
• Drive a strong member-first culture and ensure consistent service delivery
• Support and participate in broader operational strategies with the VP of Operations

Skills

Leadership

Customer service

Communication

Analytical skills

Problem-solving

ITM platforms knowledge

Tools

ITM platforms

Job description

Salary Range: $62,000 – $72,000

Ready to lead a dynamic team at the heart of our member service operations?

Applicants must reside in the Denver/Metro area to be considered.

At Fitzsimons Credit Union, we live by our values of Pride, Integrity, and Passion in our words, actions, and motivations—PIP WAM! If you're ready to take your leadership to the next level, the Communications Center Manager role could be the perfect fit.

Joining our team isn't just about taking the next step in your career- it's about creating meaningful impact in the lives of our members every day. As Communications Center Manager, you'll oversee the daily operations of our contact center channels (phone, ITMs, and digital), ensuring an outstanding member experience while optimizing operational workflows.

About the Role

As the Communications Center Manager, you'll lead a team of specialists and assistant managers focused on delivering seamless, member-first service across all communication platforms. Your leadership will support strategic initiatives, elevate service delivery, and champion cross-functional collaboration.

You will:

• Hire, train, coach, and supervise a high-performing Communications Center team
• Monitor performance standards and conduct annual evaluations
• Develop and implement departmental strategies aligned with credit union goals
• Analyze operations and identify opportunities for workflow and service improvements
• Collaborate with IT and vendors to optimize communication systems, including ITMs
• Handle escalated member issues and ensure timely resolutions
• Drive a strong member-first culture and ensure consistent service delivery
• Support and participate in broader operational strategies with the VP of Operations

Why Join Us?

We support your success and well-being with a comprehensive benefits package, including:

• Tuition reimbursement & educational assistance
• Internal growth and leadership development opportunities
• HSA – with employer contributions
• Wellness programs and employee recognition
• Generous paid time off and holidays
• 401(k) plan with a 5% employer match
• Employer-paid disability and life insurance
• Paid parental leave
• Paid volunteer time (3 hours per month)
• Employee loan discounts

Who We're Looking For

• A passionate leader with 3–5 years of experience in contact center operations or financial services
• Demonstrated ability to lead, motivate, and develop a service-driven team
• Strong knowledge of communication channels (phone, ITM, digital) and service workflows
• Tech-savvy with strong analytical and problem-solving skills
• A collaborative mindset with excellent communication and interpersonal skills
• Experience working with ITM platforms or similar member-facing systems is a plus
• Bilingual in Spanish is a plus, but not required

We’re excited about the possibility of you joining our mission-driven team!

Employment is contingent upon a background check and bondability.