DESCRIPTION:
The Manager, Student Communications manages college-related student communications and provides support to the Student Services and Communications Center. Manages the creation, review, and dissemination of student communications for Student Affairs departments. Serves as the main contact for communication requests, and coordinates messaging across channels (e.g., email, text) to inform students about services, events, and initiatives in partnership with departments like Admissions, Advising, Financial Aid, and Student Life.
ESSENTIAL FUNCTIONS:
1. Partners with Director, Student Services and Communications Center to develop and execute college-wide student communication strategy, aligned with student experience goals.
2. Writes, edits, schedules, and distributes student communications across multiple channels, ensuring clarity, accuracy, and consistency.
3. Maintains an inventory of all student communication tools and user access.
4. Plans and manages a centralized student communications calendar and establish standardized protocols for communication tool usage to ensure coordinated, consistent messaging across the College.
5. Serves as the point of contact for field inquiries and requests related to communicating and promoting events and happenings for students.
6. Recommends, develops, implements student communication plans, processes, and procedures to support the College's goals.
7. Collaborate with marketing and communications team to communicate timely emergency notifications to students.
8. Provides secondary support to the Director in leading and coaching Call Center representatives to deliver a high-quality, student-centered experience through admissions, enrollment, financial aid, and general student inquiries.
9. Provides support to leadership in designing and implementing call center procedures, including service standards, communication scripts, and training resources.
10. Analyzes and prioritizes responses, call and inquiry trends and prepare reports on call activities, student inquiry topics, responses and abandon rates.
11. Performs other duties as required or assigned.
REQUIRED QUALIFICATIONS:
1. Bachelor's degree from regionally or nationally accredited institution. Preferably, Creative Writing, English, Journalism or related discipline.
2. Two years of professional experience in strategic communications and content writing for all media platforms.
3. Experience in call center or student services preferably higher education.
DESIRED QUALIFICATIONS:
1. Project management experience.
2. Bilingual (ie: English/Spanish).
3. Leadership and supervisory experience.
KNOWLEDGE, SKILLS & ABILITIES:
1. Ability to provide excellent customer service skills.
2. Knowledge of student services processes and procedures.
3. Excellent verbal, written and interpersonal communication skills and ability to communicate effectively with students, faculty, staff, and administration.
4. Excellent Microsoft Office 365 skills (Outlook, Word. Excel, PowerPoint) and the ability to become proficient in videoconferencing applications, including Teams/Zoom.
5. Ability to prepare a variety of communications materials that can be strategically tailored for a multitude of channels and platforms.
6. Proficient in utilizing data and assessment outcomes for communication and making continuous improvements for programs and services.
7. Ability to treat confidential information with sensitivity.
8. Excellent problem-solving and critical thinking skills.
10. Committed to working in a multicultural environment.
WORK ENVIRONMENT and SPECIAL CONSIDERATIONS:
1. Work inside in an office environment.
2. Travels between campuses and to other local destinations.
This description in no way states or implies that these are the only duties to be performed by the employee occupying this position. The employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
This position is not eligible for Veteran's Preference.
