Director, Communications, Operations, Customer Service

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

📋 Description

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

• Provide guidance to Operations and Customer Service executive leadership regarding organizational priorities, transformation, reputation management, employee engagement, and stakeholder communications.

• Create integrated communications plans that meet the needs of the enterprise, regions, and various functions.

• Convert complex business strategies into engaging narratives.

• Manage communications for global operations in manufacturing, distribution, supply chain, logistics, quality, procurement, and customer service.

• Establish scalable communication frameworks and self-service resources for Customer Service leaders and their teams.

• Support initiatives aimed at enhancing customer experience and aligning operational performance with customer expectations.

• Collaborate with site leaders and regional stakeholders to effectively communicate with both frontline and office-based associates.

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

• Provide executive communications assistance, which includes speechwriting, presentations, leadership messages, town halls, and organizational updates.

• Direct the COO's communications and thought leadership strategy.

• Develop and oversee executive social media strategies.

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

• Lead communications efforts for large-scale transformation initiatives.

• Collaborate with change management, Human Resources, and business leaders on communications regarding organizational changes.

• Formulate associate engagement strategies that enhance culture and build organizational trust.

• Ensure that communications effectively reach diverse employee populations.

• Manage communications preparedness and response for operational issues, disruptions, and site incidents.

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

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

• Work in coordination with Legal, Regulatory, Quality, EHS, and Communications teams during sensitive situations.

• Set objectives, metrics, and reporting systems to evaluate the effectiveness of communications.

• Analyze audience insights and communication performance metrics.

• Keep abreast of emerging communications trends, digital innovations, and industry best practices.

• 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 progressively responsible communications experience within corporate, agency, or consulting environments.

• Proven track record in developing and implementing enterprise-wide communications strategies for complex global organizations.

• Extensive experience in supporting senior executives and advising leadership teams on significant 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 navigating highly matrixed, global organizations.

• Experience in spearheading organizational transformation and change communications initiatives.

• Expertise in strategic communications combined with exceptional business acumen.

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

• Capability to influence and advise senior executives on sensitive and intricate business matters.

• Strong executive presence and interpersonal effectiveness.

• Experience in managing ambiguity, organizational change, and dynamic business environments.

• Solid skills in issues management and crisis communications.

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

• Experience in assessing communications effectiveness and translating insights into actionable strategies.

• Highly collaborative, proactive, and solutions-oriented leadership approach.

• Strong project management and organizational skills with the ability to juggle multiple priorities simultaneously.

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

• A commitment to continuous improvement, innovation, and excellence in communications.

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

🏝️ Benefits

• Opportunities for learning and development to enhance career growth and success.

• A diverse, equitable, and inclusive workplace culture.

• Equal employment opportunity for all individuals.

• Reasonable accommodations during the employment process.