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Manager of Customer Communication Strategies

2 months ago

Chicago, Illinois, United States Disability Solutions Full time


POSITION SUMMARY

Responsible for overseeing all aspects of customer communications related to both planned and unplanned service interruptions, with a focus on enhancing the customer experience. This role is pivotal in ensuring that customers receive timely and accurate information to navigate service disruptions effectively.

Working from the Control Center, this position implements communication strategies and procedures as developed by the Customer Information team, ensuring a collaborative approach to public messaging.

This role also involves direct participation in advising and decision-making during significant service disruptions, including the refinement and dissemination of alerts and other customer information (such as public announcements).

Qualifications

SALARY

$103,000-$115,000

PRIMARY RESPONSIBILITIES
  • Manages the generation and distribution of real-time customer alerts, ensuring accuracy and timeliness of information.
  • Collaborates with the Control Center desk manager to assess the impact of service disruptions.
  • Provides direct support in decision-making processes as required.
  • Assists in crafting and refining messaging for alerts and public announcements during significant service interruptions, utilizing various communication channels to engage with the public during emergencies.
  • Works closely with Communication Coordinators to relay information effectively to the public.
  • Evaluates existing processes and communication tools, proposing enhancements to improve workflow and public information quality.
  • Regularly engages with the Customer Information department to align communication efforts.
  • Supports the development of messaging for various scenarios involving service disruptions.
  • Coordinates long-term planning efforts to enhance processes for timely and accurate information dissemination.
  • Responsible for hiring, training, and evaluating staff performance, making recommendations for personnel actions.
  • Performs related duties as assigned.

Reporting to this position are the following jobs:

Job Title

CHALLENGES
  • Identifying reliable sources for accurate information across diverse topics.
  • Managing multiple projects and deadlines through effective prioritization.
  • Addressing the complexities of a 24/7 operational environment.

EDUCATION/EXPERIENCE REQUIREMENTS
  • Bachelor's degree in Communications or a related field, or equivalent professional experience.
  • Experience in public transportation, emergency communications, or related sectors is preferred.

PHYSICAL REQUIREMENTS
  • Ability to remain in a stationary position for extended periods and operate office equipment.

KNOWLEDGE, SKILLS, AND ABILITIES
  • Exceptional writing and editing capabilities.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
  • Competence in completing web forms and data entry tasks.
  • Ability to quickly learn new software applications.
  • Strong proofreading and grammar skills.
  • Capability to prepare and distribute media materials such as press releases and fact sheets.
  • Excellent communication skills.
  • Ability to exercise sound judgment.
  • Effective interpersonal communication skills.
  • Ability to maintain positive public relations.

WORKING CONDITIONS
  • Office environment.
  • May require working irregular hours to meet project deadlines or respond to emergencies.
  • Availability to respond to inquiries outside of regular hours may be necessary.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED
  • Standard office equipment.
  • Personal computer and relevant software.


Additional Details

Priority consideration will be given to employees and/or union members in the hiring process, in accordance with applicable labor contracts.

Final salary will be influenced by the qualifications of the selected candidate and may vary from the target range.

Compliance with residency ordinances is required for applicants, if hired.

Disability Solutions is an equal opportunity employer, committed to providing an inclusive environment for all employees and the communities served. Reasonable accommodations will be made for qualified applicants with known disabilities, unless undue hardship would result.

During the hiring process, the Human Resources department will reach out to candidates regarding next steps. Timely responses to communications are essential to avoid application closure due to non-responsiveness.

Please review the benefits offered by Disability Solutions.