Communication Center Manager

UCNJ Union College of Union County, NJ; Scotch Plains (NJ); On-site; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental and Vision Benefits

Twenty vacation days

Ten paid holidays

Tuition remission

Gym privileges

Tuition reimbursement

Job summary

UCNJ Union College of Union County, NJ is seeking a Communication Center Manager to provide leadership for the Communication Center. This position oversees operations, manages outreach campaigns, and coordinates external events, ensuring alignment with institutional priorities and high service standards.

A Bachelor's degree and experience in customer service operations are required. The role includes comprehensive benefits and a salary range of $68,000 - $72,000.

Qualifications

• Bachelor’s degree in a relevant field required.
• Experience managing or coordinating call center or customer service operations.
• Experience with digital communication strategies.
• Experience supervising staff and student workers.

Responsibilities

• Lead Communication Center operations and outreach.
• Develop and implement multi-channel outreach campaigns.
• Leverage technology for communication campaigns.
• Use engagement data to assess campaign effectiveness.
• Develop data dashboards and reports for leadership.

Skills

Interpersonal skills

Written communication

Analytical skills

Proficiency in Microsoft Office Suite

Customer service orientation

Problem-solving skills

Education

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

Tools

AI-assisted tools

Job description

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.

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

• 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 with strong organizational skills and a proactive, solutions‑oriented approach.
• Commitment to student success and serving a diverse population; outstanding customer service orientation.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint); ability to quickly learn new platforms.
• Ability to adapt and work effectively in a dynamic, fast‑paced environment.

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.

Salary

$68,000 - $72,000

Benefits

We offer a comprehensive benefits package for full‑time faculty and staff which includes Medical, Dental and Vision Benefits. We also offer twenty vacation days, ten paid holidays, and a ten‑week summer work schedule which allows the college to close on Fridays. Other additional benefits include gym privileges, tuition remission for credit and non‑credit courses at UCNJ Union College of Union County, NJ, and tuition reimbursement for an approved degree program at an accredited college or university.

Additional Information

UCNJ Union College of Union County, NJ does not discriminate and prohibits discrimination, as required by state and/or federal law, in all programs and activities, including employment and access to its career and technical programs. UCNJ Union College of Union County, NJ is an EEO/AAP Employer/Protected Veteran/Disabled.

Terms of Employment

Full Time. Flexible schedule to meet department needs. Some evening, weekends, and extended hours may be required. Ability and willingness to travel on short notice to all on and off‑campus sites as needed by the college. Overtime may be required throughout the year, especially at peak times. Employee must establish primary residency in New Jersey within one year of appointment unless an exemption applies.