Assistant Director, SCADhome Communication

Job description

As an assistant director of SCADhome communications, you will directly oversee a team of three concierge specialists, handling scheduling, training, performance evaluations, and ongoing coaching. You will also coordinate staffing coverage during peak periods such as move-in, move-out, housing selection, and emergencies. Additionally, you will establish service standards, workflows, and response expectations for the SCADhome help desk, phone lines, and shared inboxes to ensure consistent, accurate, and timely responses to all inquiries. Among other duties, you will track volume, trends, and escalation patterns in communications to identify risks, opportunities for improvement, and training needs. In this role, you will act as the primary editor and coordinator for department-wide messaging to ensure clarity, consistency, tone alignment, and accuracy. Responsibilities include the development, coordination, and execution of SCADhome communications related to housing timelines, move-in instructions, policy updates, reminders, and end-of-quarter messages. Collaborations with the director of operations to align the communication strategy with housing operations, system updates, and depar...