Citizens Bank Digital Communications Operations Manager in Boston, Massachusetts


The Strategic Digital Operations Manager is the operations lead overseeing the management and implementation of internal websites, knowledge management repositories and collaboration platforms within Citizens Bank. This role is responsible for supporting the strategic direction for the internal communications function to advance the business objectives of the organization by implementing a best in class internal communications and collaboration infrastructure that ensures alignment between business and technical requirements. This role combines communications and content strategy with technical expertise.

Additional responsibilities include:

  • Supporting Senior Strategic Communications Director in developing strategy and roadmap to implement vision for digital communications and collaboration at Citizens Bank.

  • Defining, implementing and executing Citizens internal digital communications and collaboration strategies across all businesses lines and functional groups

  • Managing continuous improvement of our current portfolio of bank-wide internal Digital Communications and collaboration platforms

  • Analyzing tools, usage metrics and processes to refine approach, foster adoption, and recommend and implement solutions

  • Shaping and developing digital spaces as a key resource to facilitate internal communications and collaboration among colleagues.

  • Designing and implementing common user interface standards, system usability guidelines and design/page guidelines while staying current with industry trends, technologies and best practices.


  • 7+ years demonstrated analytical skills to understand business requirements and recommend solutions for improvements. Skilled in communicating and managing the implementation of those requirements to partners in technology services and other divisions

  • 7+ years translating business needs into functional requirements and reporting results in a way which is easy to understand for a broad business audience. Proven results implementing digital tools/platforms

  • 5+ years demonstrated record of excellent written and verbal communication, including user documentation and process guides

  • 5+ years regular interaction with end users and the ability to build confidence and gain consensus for digital projects throughout the organization

  • 4+ years demonstrated record of success and leadership across divisions and organizational levels

  • Outstanding interpersonal and teamwork skills

  • Ability to work on multiple projects with tight deadlines in a fast-paced changing environment

  • Strong business awareness and experience

  • Self-motivated, autonomous and well organized

  • Flexible and adaptable

Hours & Work Schedule

Hours per Week: 8:00-5:00

Work Schedule: Monday-Friday

Why Work with Us

At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.