Job Description

Business Support Manager – Contact Center Experience

Citizens’ Contact Center is a destination for talent - a place to build foundational skills, accelerate development, and unlock future career opportunities. We are seeking a Business Support Manager to help lead colleague experience and strategic communications within the Contact Center, playing a critical role in how we engage, inform, and empower our teams.

This role will contribute to key aspects of colleague engagement, communication strategy, and user experience design. The successful candidate will be an innovative, self-driven, and resourceful individual who thrives in a fast-paced environment. You’ll belong to a dynamic team responsible for strategic communications and colleague engagement, bringing transparency and alignment to initiatives that support both our colleagues and the customers they serve.

You combine technical fluency with creativity and execution—leveraging tools, platforms, and storytelling to drive efficiency, engagement, and meaningful outcomes.

What You’ll Do

• Lead and execute colleague experience initiatives, including recognition programs, events, and volunteerism efforts
• Provide end-to-end SharePoint administration and design, including sites supporting colleague communications, polling, workflows, and collaboration
• Own communication routines in support of strategic priorities—facilitating meetings, developing written communications, and managing intranet content
• Partner with stakeholders to facilitate discussion, align priorities, and drive sustainable change initiatives
• Collaborate with internal and external partners to champion colleague-centric improvements across the organization
• Design and produce engaging, visually compelling content that enhances understanding and reinforces key messages

What We’re Looking For

• Demonstrated success delivering high-quality experiences for both internal and external customers
• Strong track record leveraging collaborative and productivity technologies (Microsoft 365, SharePoint, Power Platform, Adobe Suite, etc.) to drive business outcomes
• Proven ability to learn, adopt, and troubleshoot new technologies independently
• Excellent written and verbal communication skills, with the ability to simplify complex information
• Strong relationship-building skills, with the ability to influence and align stakeholders
• A creative problem solver who can manage multiple priorities, meet deadlines, and adapt quickly
• Highly organized with strong planning and time management capabilities
• A mindset that is curious, innovative, and scrappy, with a bias toward action

Business Support Manager – Contact Center Experience

Citizens’ Contact Center is a destination for talent - a place to build foundational skills, accelerate development, and unlock future career opportunities. We are seeking a Business Support Manager to help lead colleague experience and strategic communications within the Contact Center, playing a critical role in how we engage, inform, and empower our teams.

This role will contribute to key aspects of colleague engagement, communication strategy, and user experience design. The successful candidate will be an innovative, self-driven, and resourceful individual who thrives in a fast-paced environment. You’ll belong to a dynamic team responsible for strategic communications and colleague engagement, bringing transparency and alignment to initiatives that support both our colleagues and the customers they serve.

You combine technical fluency with creativity and execution—leveraging tools, platforms, and storytelling to drive efficiency, engagement, and meaningful outcomes.

What You’ll Do

• Lead and execute colleague experience initiatives, including recognition programs, events, and volunteerism efforts
• Provide end-to-end SharePoint administration and design, including sites supporting colleague communications, polling, workflows, and collaboration
• Own communication routines in support of strategic priorities—facilitating meetings, developing written communications, and managing intranet content
• Partner with stakeholders to facilitate discussion, align priorities, and drive sustainable change initiatives
• Collaborate with internal and external partners to champion colleague-centric improvements across the organization
• Design and produce engaging, visually compelling content that enhances understanding and reinforces key messages

What We’re Looking For

• Demonstrated success delivering high-quality experiences for both internal and external customers
• Strong track record leveraging collaborative and productivity technologies (Microsoft 365, SharePoint, Power Platform, Adobe Suite, etc.) to drive business outcomes
• Proven ability to learn, adopt, and troubleshoot new technologies independently
• Excellent written and verbal communication skills, with the ability to simplify complex information
• Strong relationship-building skills, with the ability to influence and align stakeholders
• A creative problem solver who can manage multiple priorities, meet deadlines, and adapt quickly
• Highly organized with strong planning and time management capabilities
• A mindset that is curious, innovative, and scrappy, with a bias toward action

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8 - 4:30pm M-F

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.