Crisis Communications Manager

3 weeks ago

Draper, United States HealthEquity Full time

HEALTHEQUITY, INC.

Crisis Communications Manager

DRAPER ,

Utah

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Crisis Communications ManagerJob Locations Overview We areCONNECTING HEALTH AND WEALTH.Come be part of remarkable. How you can make a difference HealthEquity is seeking an experienced Crisis Communications Manager to join our dynamic team. This role will activate and lead the Crisis Communications team, which may include both internal and agency support, during a service recovery or crisis event. This role reports to the Senior Manager of Customer Communications What you'll be doingGeneral ResponsibilitiesBeing the first notification for service recovery and crisis communication needs* Overseeing and executing service recovery and crisis communications* Developing and maintaining a crisis communications playbook, communication templates, and proactive holding statements and communication materials to enable swift incident responses* Leading cross-functional-often senior-leaders to resolve communication needs amid high-stakes, fast-moving, and often ambiguous periods of crisis* Executing operational communications as needed* Crafting compelling messaging and content for customer-facing emails, in-system messaging, website, and other external communication channels Service Recovery* Develop communication protocols and activation frameworks to handle large-scale incidents, service-related issues, and customer escalations effectively and at scale* Develop, maintain, and test the deployment of communication templates and holding statements for a variety of potential events for use in quick response in times of crisis* Collaborate with servicing teams to develop and execute incident response communication materials including holding statements, emails, FAQs, and supporting content for internal teams* Own the entire incident communication lifecycle, ensuring excellence throughout creation and execution* Work closely with customer support and operations teams to ensure consistent messaging and efficient resolution of service issues* Monitor customer and stakeholder feedback channels and implement proactive measures to improve service recovery communication processesCrisis Communications* In times of crisis, all of the stated Service Recovery responsibilities above* Develop and implement comprehensive crisis communication plans to effectively manage and mitigate potential reputational risks and crises.* Lead cross-functional teams, including PR, legal, and a variety of senior leaders, to develop crisis messaging and distribution strategy and ensure quality communication across channels.* Serve as a primary point of contact for crisis situations, providing timely and accurate information to internal and external stakeholders, reacting with urgency in evolving situations, and driving fast, high-stakes communications responses.* Conduct post-crisis evaluations to identify lessons learned and recommend improvements for future crisis communications. What you will need to be successful* 6+ years of demonstrated experience in crisis communications, marketing communications, or other external communication roles, with a focus on managing change or crisis situations, incident management, service recovery, and operational communications* Proficiency gaining alignment among senior leaders in urgent, high-stakes situations regarding how to best protect the organization and its clients amid a crisis* Program and project management skills in an incident response or marketing communications context. This may include leading a rebranding effort, large-scale asset or messaging changes, or incident management* Familiarity with project management software (i.e. Workfront, Smartsheet)* Prior experience establishing and socializing standardized processes across a large cross-functionalteam, implementing, creating, and... For full info follow application link.

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