Communication Center Manager

Union County College is a public comprehensive community college providing quality, affordable, accessible educational programs that serve the greater Union County region. It is the oldest of New Jerseys 19 Associate Degree Colleges, serving both career-minded and transfer-oriented students since 1933. The College enrolls almost 30,000 credit, non-credit and continuing education students and is accredited by the Middle States Commission on Higher Education. Many programs lead to the Associate in Arts, Science and Applied Science degrees.

Campus: Scotch Plains

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:

• 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.

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.

Union County College does not discriminate on the basis of race, color, national origin, sex, marital status, religion, age, disability, handicap or other legally protected status in its provision of employment, education, and activities, or other services. Union County College is an EEO/AAP Employer/Protected Veteran/Disabled Disclaimer: This job description outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. Union County College offers a competitive compensation package and salaries that are commensurate with experience and qualifications. The following benefits are also provided: Medical benefits and pension plan offered through the State of NJ; Dental and vision benefits; Vacation days based on accrual system; Ten paid holidays and three floating holidays that are determined by the College; Tuition remission for employee, spouse, and eligible children for credit and non-credit courses; and Tuition reimbursement for approved degree programs at an accredited college or university.