Director, Communications, Operations, Customer Service

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Develop and spearhead a comprehensive global communications strategy that aligns with the priorities of Operations and Customer Service.

• Act as the primary communications advisor to executive leadership in Operations and Customer Service.

• Create integrated communication plans that meet the needs of the enterprise, as well as regional and functional requirements.

• Transform intricate business strategies into engaging narratives.

• Oversee communications for global manufacturing, distribution, supply chain, logistics, quality, procurement, and customer service functions.

• Design communication frameworks and self-service resources tailored for Customer Service leaders and teams.

• Contribute to customer experience and operational alignment initiatives.

• Collaborate with site leaders and regional stakeholders to enhance communications for both frontline and office-based associates.

• Provide counsel on communications related to operational initiatives, site activities, business continuity events, and transformation programs.

• Offer executive communications support, encompassing speechwriting, presentations, leadership messages, town halls, and organizational updates.

• Direct the communications and thought leadership strategy for the COO.

• Develop and manage executive social media strategies.

• Identify opportunities for earned media, speaking engagements, and enhancing external visibility.

• Oversee change communications for major Operations and Customer Service transformation initiatives.

• Formulate associate engagement strategies that link employees to business priorities and corporate culture.

• Manage communications preparedness and responses for operational issues, disruptions, and incidents related to sites.

• Create crisis communications plans, tools, and training programs.

• Provide guidance on operational risk, reputation management, customer-impacting events, and business continuity.

• Establish communications objectives, metrics, and reporting mechanisms.

• Analyze audience insights and communication performance data to enhance programs and channels.

• Ensure governance and consistency across all communications activities.

⛳️ Requirements

• A Bachelor's degree in Communications, Journalism, Public Relations, Marketing, Business, or a related field is required.

• Over 15 years of progressive communications experience in corporate, agency, or consulting environments.

• Proven success in developing and leading enterprise-wide communications strategies for complex global organizations.

• Significant experience in supporting senior executives and advising leadership teams on high-impact business matters.

• Strong background in internal communications, executive communications, change communications, media relations, social media, and crisis management.

• Preferred experience in operations, manufacturing, supply chain, customer service, industrial, healthcare, life sciences, or similarly complex business functions.

• Demonstrated success in operating within highly matrixed, global organizations.

• Experience in leading organizational transformation and change communications initiatives.

• Expertise in strategic communications with exceptional business acumen.

• Excellent writing, editing, storytelling, and presentation skills.

• Capability to influence and advise senior executives on sensitive and complex business issues.

• Executive presence and strong interpersonal effectiveness.

• Proven ability to navigate ambiguity, organizational change, and fast-paced business environments.

• Strong skills in issues management and crisis communications.

• Ability to cultivate trusted relationships across various functions, regions, and leadership levels.

• Experience in measuring communications effectiveness and translating insights into actionable steps.

• A highly collaborative, proactive, and solutions-oriented leadership style.

• Strong project management and organizational skills, with the capacity to manage multiple priorities simultaneously.

• Digital fluency with expertise across social, digital, and emerging communications platforms.

• Commitment to continuous improvement, innovation, and excellence in communications.

• Willingness to travel domestically and internationally up to 15%.

🏝️ Benefits

• Learning opportunities to foster career advancement and success.

• A diverse, equitable, and inclusive workplace culture.

• Equal opportunity employment practices.

• Reasonable accommodations available throughout the employment process.