Associate Director, Communications and Customer Service
Location: Stanford, California
Internal Number: 100568
Land Buildings and Real Estate
Land, Buildings & Real Estate (LBRE) is the operational core of Stanford University's physical campus. LBRE constructs and maintains the Stanford campus, where advancements across the academic spectrum are made possible. Our work is founded upon the collective value of dedication, innovation, expertise, teamwork, and continuous improvement. We are committed to serving the university's academic mission, as well as preserving and enhancing Stanford's 8,180 acres, and pride ourselves on supporting the teaching and research of the university as "Caretakers of a Legacy."
Communications and Customer Service
The Associate Director of Communications is responsible for developing and executing communications strategies for the University Mail and Packages program.
Lead and develop new Communications program from initial concept to implementation.
Oversee and/or develop complex communications for various content delivery channels.
Lead communication deliverables in an area of expertise or for a unit or complex program.
Write and distribute news releases and other content about the program to the university.
Develop and deliver presentations to internal and external audiences.
Manage the administration of programs, oversee the implementation and compliance with policies and regulations. Recommend actions and/or resolve complex issues.
Oversee and/or develop and design complex or highly visible communications.
Oversee and develop department website.
Oversee and manage current and future department contracts. Work with University Procurement.
Represent the program at the University level and to external and internal stakeholders - develop Stanford Advisory Committee(s).
Develop and manage outreach strategy that includes relationship development with Stanford students, schools & departments, and other groups on campus.
Support the development of strategic direction and implementation of long- and short-term communication plans with direct impact to a unit or program.
Evaluate potential vendors' quality, process, and cost, and either make a selection or recommendation.
Maintain knowledge by attending webinars, conferences, networking etc. to remain at the forefront of current industry standards, trends, and technology.
Oversee or supervise staff in the development and implementation of programs or functions.
Work in collaboration with other Communicators, on and off campus, on media relations content and other areas.
Manages client inquiries via Services & Support cases, voicemail, phone calls and email.
Partners with student groups to share information, take down feedback, work on communicating solutions and KPIs.
Develop a program to share service issues both positive and negative with campus community, along with package data analytics.
Work with the Sustainability department to develop a program that incorporates mail and packages to the broader university sustainability goals.
Develop and/or oversee budgets; manage finances including monitoring, analyzing, forecasting, and reporting.
Demonstrates and coaches others to provide excellent customer service and anticipate customer needs, both internally and externally. Manages client inquiries via Services & Support cases, voicemail, phone calls and email.
Education & Experience:
Bachelor's degree and eight years of relevant experience or combination of education and relevant experience.
Knowledge, Skills, and Abilities:
Excellent written and oral communication skills.
Excellent interpersonal and communications skills with ability to cultivate professional and business partnerships.
Demonstrated leadership skills and ability to influence and motivate others.
Demonstrated ability to work collaboratively with internal communications groups across campus.
Demonstrated the ability to work well with Stanford colleagues and clients and with external organizations.
Demonstrated management skills and the ability to build and sustain a best-in-class communications team.
Demonstrated ability to synthesize complex materials and communicate information in a manner easily understood.
Experience with project management and the ability to manage multiple projects simultaneously.
Demonstrated ability to perform detailed work with high level of accuracy and attention to detail.
Excellent interpersonal and communications skills with the ability to cultivate professional and business partnerships.
The expected pay range for this position is $129,000.00 to $157,000.00 per annum/hour.
Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.
At Stanford University, base pay represents only one aspect of the comprehensive rewards package. The Cardinal at Work website (https://cardinalatwork.stanford.edu/benefits-rewards) provides detailed information on Stanford's extensive range of benefits and rewards offered to employees. Specifics about the rewards package for this position may be discussed during the hiring process.
The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
Why work at Stanford?Stanford University has changed the world, over and over again.We are one of Silicon Valley's largest employers - and also one of the most unique. Our mission is to educate future leaders and promote interdisciplinary, world-class research and teaching. This passion makes Stanford an intensely creative, rewarding, and challenging place to work. At the same time, our traditions of respect and collaboration sustain a humane, supportive environment in which to pursue your life and your career.At Stanford you'll work with bright, diverse, dedicated people. You'll find encouragement to learn and grow. You'll enjoy excellent benefits and an outstanding environment. How will it change you?