Communications Specialist (Community Manager)

Job Description (What you'll do)

This role combines the strategic content management and community engagement responsibilities of a Campus Community Administrator with the critical message crafting skills of an Incident Response Communicator. The ideal candidate will manage external and internal communication needs, ensuring effective communication, transparency and rapid resolution of incidents that could impact the organization's overall messaging and customer experience.

Job Responsibilities (What you'll do)

• Develop and implement consistent communication plans, managing release announcements, notifications, and responses across multiple platforms to maintain the organization's messaging.
• Organize and manage community content, working with internal teams to edit and polish consistent, informative messages.
• Foster positive relationships with internal and external customers and present the organization's viewpoint in public forums and customer viewpoints at internal meetings
• Design and direct new features and forums to enhance community engagement and support communication management processes.
• Create and maintain documentation to support Community functionality and processes.
• Support incident communication both during and after resolution, acting as a focal point for communications to internal and external stakeholders
• Provide communications support during incidents which may occur during the regular business hours or after-hours, demonstrating clear communication, problem-solving skills, and adaptability to changing environments.
• Coordinate with internal teams to communicate incidents promptly and describe to external audiences how the organization is minimizing service interruptions and customer impact.
• Access Infinite Campus production customer data and production data in public test adhering to the practices and procedures outlined in the master security guidelines
• Other related duties as assigned

Desired Background (Your skill-set)

• BA/BS degree in Communications, Information Technology, or related field, or equivalent work experience.
• Proven experience in public relations, crisis communications, and incident management in a high-technology or service-oriented environment.
• Strong interpersonal, written, and verbal communication skills, with the ability to manage multiple responsibilities effectively.
• Excellent analytical, organizational, and problem-solving skills, with a focus on delivering outstanding customer service.

Performance Expectations (Who you are)

• Perform responsibilities with a high degree of quality and professionalism, achieving desired results within expected time frames.
• Establish and maintain positive work relationships with all staff, customers, and business partners, thriving in a team environment.
• Self-motivated with the ability to work effectively with minimal direction and adapt to changing environments.
• This position offers a unique opportunity to blend communications expertise with incident-based communication skills, playing a crucial role in protecting and enhancing the organization's messaging and customer experience
• Perform job responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism
• Ability to lead a team and manage multiple resources in a high-interrupt environment

*This position may perform job responsibilities directly for a customer contract, which may be subject to a more thorough criminal background check to include, but not limited to, fingerprints, outside the standard screening. If the position performs job responsibilities directly for said customer(s), employee is required to pass the specified criminal background check; meeting the requirements of the customer contract.

Infinite Campus, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Infinite Campus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Infinite Campus, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Infinite Campus' employees to perform their job duties may result in discipline up to and including discharge.