Communication Center Manager

Communication Center Manager

Position Title - Communication Center Manager

Campus - Scotch Plains

Department - Communications Center

Full Time

Exempt

General Description - Under the direction of the Dean, the Communication Center Manager provides strategic and operational leadership for the Communication Center and events. This position oversees day-to-day operations of the College's Communication Center and serves as the primary liaison for external events and facility use. The Manager reports directly to the Dean and ensures that all Communication Center operations and event functions align with institutional priorities and deliver a high standard of service. The position requires a technology-forward manager who is comfortable working across multiple platforms, interpreting communication and engagement data, and translating insights into creative, targeted outreach strategies

Characteristics, Duties, and Responsibilities - Leads Communication Center operations, ensuring timely and accurate outreach to prospective, current, and former students across all channels (phone, text, chat, email, and video). Develops and implements multi-channel outreach campaigns supporting enrollment, retention, student success, and post-completion initiatives. Leverages technology and AI-assisted tools to design, deploy, and manage communication campaigns; reports campaign strategy and outcomes to the Dean. Uses engagement data and metrics to assess campaign effectiveness, identify trends, and inform customized outreach strategies. Develops data dashboards and operational summaries; presents findings to leadership to support continuous improvement. Ensures accuracy of information on the College website, chatbot, and Communication Center platforms; coordinates cross-training for staff. Responds to students across multiple communication modes, supporting problem resolution and connecting students to appropriate services. Reads, interprets, and communicates College academic and student-related policies and procedures. Serves as the College's primary liaison for external organizations seeking to use campus facilities; screens requests, obtains approvals, ensures paperwork completion, facilitates invoicing, and confirms payment. Maintains a campus-wide event schedule in coordination with Public Safety, Media, Facilities, and the on-campus food service provider. Oversees the room reservation system for internal meeting and event requests. Prepares activity reports on event reservation trends and facility use to support planning and continuous improvement. Collaborates across departments to strengthen communication, event coordination, and student support. Maintains records and performs other duties as assigned by the Dean.

Education Requirements - Bachelor's degree in higher education, communications, business, or related field required.

Experience - Experience managing or coordinating call center, communication center, or customer service operations. Experience with digital and/or traditional communication strategies, including outreach campaign design and deployment. Experience with event coordination, facility management, or external client relations. Experience supervising staff and student workers.

Competencies and Skills Required - Strong interpersonal, written, and communication skills; ability to interact professionally with students, staff, faculty, and external stakeholders. Proficiency with technology platforms and AI-assisted tools; willingness to quickly adopt and train others on new systems. Ability to use data to assess outreach effectiveness and drive strategy; detail-oriented with strong analytical and problem-solving skills. Collaborative team player with strong organizational skills and a proactive, solutions-oriented approach. Commitment to student success and serving a diverse population; outstanding customer service orientation. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); ability to quickly learn new platforms. Ability to adapt and work effectively in a dynamic, fast-paced environment

Physical Demands and Work Environment - This position's duties are normally performed in a typical interior/residence work environment, based on the activity scheduled. Some physical effort required; however, the employee must occasionally lift and/or move up to 25 pounds. No or very limited exposure to physical risk. Some travel required.

Salary - $68,000 - $72,000

We offer a comprehensive benefits package for full-time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten-week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non-credit courses at UCNJUnion College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.

Terms of Employment - Full Time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours may be required. Ability and willingness to travel on short notice to all on and off-campus sites as needed by the college. Overtime may be required throughout the year, especially at peak times. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.