Communications Center Manager

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!

Salary Range: $62,000 - $72,000

Employment is contingent upon a background check and bondability.

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