Communication Center Manager

Position Information

Position Title: Communication Center Manager

Campus: Scotch Plains

Department: Communications Center

Full-time, Part-time, Adjunct: Full Time

Exempt or Non-Exempt: Exempt

Regular, Temporary, or Grant: Regular

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.

• 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.

Bachelor’s degree in higher education, communications, business, or related field required.

• 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.

• 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…