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Villanova University

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Posting Details Default Section 20254250SAssistant Director, Training and Customer EngagementStaffVillanova, PAInternal/External Applicantsfull-time/12-months715-UNIT - Technology Support ServicesThe Assistant Director for Training and Customer Engagement serves as UNIT's primary liaison with University Communication and Marketing, and represents IT in committees, meetings, and initiatives with peer communication-focused roles at Villanova. This position is responsible for developing and leading strategies for communications, marketing and outreach, branding, change management, and training; anticipate, understand, and respond to the needs and issues of internal and external clients and stakeholders. Identify marketplace opportunities; perform market analysis and benchmarking. The individual in this position develops, implements, and manages communication and marketing materials, as well as tactics to effectively promote UNIT's overall strategic priorities and advancement efforts. The Assistant Director for Training and Customer Engagement is also responsible for creating and facilitating technology-focused training sessions with the campus community to help foster greater understanding and fluency with the various technologies utilized at Villanova. This position will also partner with the UNIT Senior Leadership Team to help manage relationships with key partners by engaging on and assisting with campus-wide initiatives such as Day of Service, Student Orientation, Faculty/Staff Onboarding, and more.Key responsibilities include writing and editing content for print, electronic, and web-based communications, technical instructions, including press releases, email campaigns, newsletters, social media posts, web content and design, templates, executive correspondence, and presentations; ensure that all materials correctly convey the organizational message and image, while also adhering to the Villanova brand and style guidelines. Villanova is a Catholic university sponsored by the Augustinian Order. Diversity and inclusion have been and will continue to be an integral component of Villanova University's mission. The University is an Equal Opportunity/Affirmative Action employer and seeks candidates who understand, respect and can contribute to the University's mission and values.Proactive Communications and OutreachEngaging with customers and campus partners via phone, email, in-person visits, and ticketing system to assess and provide proactive solutionsCreating, tracking, and executing comprehensive communication plans, in partnership with University Communications and MarketingLead efforts within UNIT to facilitate organizational change management surrounding campus technologies and processesCreating engaging dashboards and reports for on-demand access to information on projects, support requests, and technology incidents/outages on campusCreation and continual upkeep of templates for presentations and communications to the campus community for brand consistencyUtilization of email communication tools and web traffic analytics to continually assess and improve how we engage with the campus community

Customer-Focused Marketing and TrainingDevelopment of electronic content and printed materials to help the campus community understand who UNIT is and ways we can partner with themDevelopment of engaging training content that fosters greater understanding, adoption, and effective use of campus technologiesFostering and nurturing relationships with vendors and campus community, to find opportunities to engage in more strategic partnershipsIdentify opportunities for partnering with University Communications and Marketing and/or Advancement to highlight the work of our faculty, staff, students, and alumni.Maintain and facilitate focus groups within the Villanova community to continua ly assess their needs, gather feedback on ideas, and pilot new initiatives before launching to the broader campus.

Administrative ResponsibilitiesCollaborate with functional teams on diverse, complex issues, new technologies, and projects both internal and external to UNITFacilitate knowledge transfer between units inside and outside of UNITQuoting and purchasing of equipment, tools, and materials required to support robust, training and communication strategiesUpkeep of process mapping, training schedule, and documentationRepresent UNIT in relevant meetings and committees

Research, Development, and Continual ImprovementDedicate time researching and developing new, innovative approaches for next-generation services for campusExplore options for addressing current issues or service gaps by reaching out to other universities; discussing methods, technologies, and processes they have used to knowledge-share and collaborate on solutionsEngage in the Continual Service Improvement process with colleagues to assess services and processes, identifying opportunities for enhancements or replacements Perform additional duties and assist with special projects as assigned.Formal EducationBachelor's Degree in Communications, Marketing, Education, IT, or a related field. Work Experience5+ years of experience in professional writing, strategic marketing, media relations, communications, or branding development. 3+ years of experience creating and delivering engaging presentations to diverse audiences. Work Skills e.g., written and verbal communication skillsPossess a growth mindset with an eagerness to learnCurious by nature, with a willingness to ask difficult questionsAbility to apply empathy-based communications and actions to support customersTalent for building effective relationships and working in a teamAbility to generate diagrams and document the work of yourself and othersCreative, with the ability to present original ideas.A self-starter with the ability to function with a high level of independence.Strong interpersonal skills with demonstrated ability to develop and maintain positive and collaborative relationships with internal and external audiencesAbility to translate complex details/ideas into relevant and understandable communications for varied and diverse audiencesAbility to work efficiently under deadlines on several projects simultaneously with excellent attention to detail Specific Job Knowledge e.g., knowledge of principles and procedures related to field and areaStrong knowledge of web and social media best practices including tools and technology. Strong familiarity with Office 365 and related collaborations toolsDemonstrated understanding of integrated marketing and communications strategy development and implementation serving a diverse populationExpert-level verbal and written communication skills with the ability to write and deliver persuasive messaging and contentFormal EducationCertifications like Certified Professional in Training Management CPTM, Prosci Change Management Certification, or IT-related certifications e.g., Microsoft Office Specialist, ITIL

Work ExperienceExperience working in a higher education setting is desirableExperience working in an IT organization or technology-focused company is desirableExperience in developing and facilitating training sessions. Work Skills e.g., written and verbal communication skillsStrong analytical skills in identifying trends and making business/technical decisionsTools, machinery and equipment used: N/AEnvironmental conditions: any unusual/adverse conditions such as exposure to chemicals, noise, illumination, air quality, weather exposure etc.. N/APhysical requirements: items such as lifting, pushing, pulling, standing or sitting for extended periods of time, manual dexterity, walk