Content Operations Manager

The Content Operations Manager plays a critical role within the Digital Content & Experience Strategy team, sitting at the intersection of content production, operational excellence, and AI-driven transformation. This role is responsible for building and managing the workflows, processes, and operational frameworks that power content creation and delivery for the DCES organization, while also driving the adoption and application of AI tools within content workflows to improve speed, scale, and quality of output. Partnering closely with the Web Operations Manager, content development partners and content strategists, this role ensures that content moves efficiently and accurately from intake through production, review, and publishing. Beyond day-to-day operations, this role is a change agent identifying opportunities to streamline workflows, reduce manual effort, and improve operational efficiency through process design, AI application and workflow automation. The ideal candidate is highly organized, naturally curious, AI-savvy, comfortable operating in a fast-paced and regulated environment and energized by the opportunity to build something new. Key Responsibilities Content Operations & Production Manage the end-to-end intake process for content initiatives, including request evaluation, prioritization, and tracking through completion Build, document, and continuously improve content workflows, and production processes that support efficient, high-quality content delivery across editorial, social, and video workstreams Partner with the Web Operations Manager to create cohesive, cross-functional workflows across content and web operations, ensuring seamless handoffs, shared visibility, and aligned timelines Manage and oversee content development partners, coordinating execution of content, social assets and video creation to ensure on-time, on-brand, and compliant delivery AI Adoption & Workflow Transformation Contribute to continuous improvement efforts by identifying opportunities to streamline workflows, reduce manual effort and improve operational efficiency through process design, AI application, and automation Approach open-ended operational problems with curiosity and rigor, partnering with the Web Operations Manager and other teams to identify root causes and implement practical, scalable improvements Champion the adoption of AI tools across content and social workflows, including developing processes for use, coordinating with MarTech on rollout planning, facilitating team training, and supporting ongoing adoption Develop and maintain AI playbooks, prompt libraries, workflow templates, and best practice documentation that enable team members to effectively and responsibly use AI tools in day-to-day work Track and report on AI adoption, usage patterns, and efficiency gains to demonstrate value to leadership Stay current on emerging AI capabilities, use cases, and industry trends relevant to content operations and partner with MarTech to evaluate new tools as appropriate Budget & Vendor Management Help manage the content and social budget, tracking spend against plan and flagging variances to leadership Help manage content development vendor relationships and statements of work (SOWs) as necessary, including deliverable tracking and contract coordination with sourcing Additional requests as assigned by manager. Qualifications Hands-on experience with AI tools to content work (e.g., generative AI for copywriting, AI-assisted editing, process for automation for content workflows) and a genuine enthusiasm for applying AI to improve how teams work Proven ability to build, document, and improve workflows and operational processes from the ground up Experience in content operations, marketing operations, digital content management, production management, or a related role Experience in financial services or another regulated industry preferred Ability to translate process insights into actionable improvements and clear recommendations Comfort operating in a fast-paced environment, managing multiple workstreams simultaneously, where priorities can shift quickly Experience managing and developing direct reports, including coaching, skill-building, and career growth. Hours & Work Schedule Hours per Week: 40 Work Schedule: M-F 8-5 In Office 4 days as week in the Westwood MA office 1 day remote Pay Transparency The salary range for this position is $104,000 - $129,000y per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits #LI-Citizens2