As an assistant director of SCADhome communications, you will directly oversee a team of three concierge specialists, handling scheduling, training, performance evaluations, and ongoing coaching. You will also coordinate staffing coverage during peak periods such as move-in, move-out, housing selection, and emergencies. Additionally, you will establish service standards, workflows, and response expectations for the SCADhome help desk, phone lines, and shared inboxes to ensure consistent, accurate, and timely responses to all inquiries. Among other duties, you will track volume, trends, and escalation patterns in communications to identify risks, opportunities for improvement, and training needs.
In this role, you will act as the primary editor and coordinator for department-wide messaging to ensure clarity, consistency, tone alignment, and accuracy. Responsibilities include the development, coordination, and execution of SCADhome communications related to housing timelines, move-in instructions, policy updates, reminders, and end-of-quarter messages. Collaborations with the director of operations to align the communication strategy with housing operations, system updates, and departmental priorities are required. You will translate complex operational processes into clear, student-friendly communications across multiple channels and keep communication resources, guides, templates, FAQs, and online content up to date.
As a key partner to the director of operations, you will support daily housing operations through communication, coordination, and frontline issue resolution. Partnerships with housing technical analysts, facilities staff, and the SCADhome community will ensure accurate messaging related to assignments, room changes, maintenance issues, and facility updates. You will support move-in and move-out logistics through proactive communication planning and ensuring concierge readiness. Additionally, you will identify recurring issues or communication breakdowns to recommend process improvements.
In this position, you will monitor and analyze communication volume, response times, issues, and resolution outcomes across concierge and help desk systems. Responsibilities include the preparation of summaries and reports to support operational decisions and resource allocation, as well as using qualitative and quantitative data to enhance service delivery, communication clarity, and overall customer experience.
The ideal candidate can manage communication workflows, customer service operations, and competing priorities in a fast-paced environment. They are experienced in managing high-volume communication channels, such as shared inboxes, help desks, call centers, or customer service platforms.
Minimum qualifications:
• Bachelor’s degree
• At least three years of full-time experience in higher education, housing, student services, operations, or a related field
• Previous experience supervising professional staff and creating communication templates, guides, FAQs, or databases for students, families, clients, and customers
• Proficiency in Microsoft Office and collaborative platforms for communication tracking and reporting
Preferred qualifications:
• Master’s degree with a focus in higher education administration, communications, business, service design, design management, or a related field
• Experience with student information systems and housing management platforms (e.g., StarRez, Banner, or similar systems)
• Training in emergency management, crisis response, or campus safety protocols
Required application documents:
• Portfolio or writing sample
Certificates, licenses, and registrations:
• Project management (e.g., PMP and CAPM) training
• Service design, customer experience (CX), or design thinking certification
• Communications, strategic messaging, or digital content management certification
Travel required:
• Less than 10%
Work hours: The university work week is Sunday through Saturday. Most offices are open Monday through Friday 8:30 a.m. to 5:30 p.m. To accommodate business needs, employees may be assigned to other workdays and/or hours, including weekends and evenings.
ADA tag: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and minimum qualifications listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and/or meet the minimum qualifications.