Assistant Director, Training and Customer Engagement
Villanova University
Posting Details
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. Duties and Responsibilities: Proactive Communications and Outreach Engaging with customers and campus partners via phone, email, in-person visits, and ticketing system to assess and provide proactive solutions Creating, tracking, and executing comprehensive communication plans, in partnership with University Communications and Marketing Lead efforts within UNIT to facilitate organizational change management surrounding campus technologies and processes Creating engaging dashboards and reports for on-demand access to information on projects, support requests, and technology incidents/outages on campus Creation and continual upkeep of templates for presentations and communications to the campus community for brand consistency Utilization of email communication tools and web traffic analytics to continually assess and improve how we engage with the campus community
Customer-Focused Marketing and Training Development of electronic content and printed materials to help the campus community understand who UNIT is and ways we can partner with them Development of engaging training content that fosters greater understanding, adoption, and effective use of campus technologies Fostering and nurturing relationships with vendors and campus community, to find opportunities to engage in more strategic partnerships Identify 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 continually assess their needs, gather feedback on ideas, and pilot new initiatives before launching to the broader campus.
Administrative Responsibilities Collaborate with functional teams on diverse, complex issues, new technologies, and projects both internal and external to UNIT Facilitate knowledge transfer between units inside and outside of UNIT Quoting and purchasing of equipment, tools, and materials required to support robust, training and communication strategies Upkeep of process mapping, training schedule, and documentation Represent UNIT in relevant meetings and committees
Research, Development, and Continual Improvement Dedicate time researching and developing new, innovative approaches for next-generation services for campus Explore 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 solutions Engage 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. Minimum Qualifications: Formal Education Bachelor’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 skills) Possess a growth mindset with an eagerness to learn Curious by nature, with a willingness to ask difficult questions Ability to apply empathy-based communications and actions to support customers Talent for building effective relationships and working in a team Ability to generate diagrams and document the work of yourself and others Creative, 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 audiences Ability to translate complex details/ideas into relevant and understandable communications for varied and diverse audiences Ability 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 area) Strong knowledge of web and social media best practices including tools and technology. Strong familiarity with Office 365 and related collaborations tools Demonstrated understanding of integrated marketing and communications strategy development and implementation serving a diverse population Expert-level verbal and written communication skills with the ability to write and deliver persuasive messaging and content Preferred Qualifications: Formal Education Certifications like Certified Professional in Training Management (CPTM), Prosci Change Management Certification, or IT-related certifications (e.g., Microsoft Office Specialist, ITIL)
Work Experience Experience working in a higher education setting is desirable Experience working in an IT organization or technology-focused company is desirable Experience in developing and facilitating training sessions.
Work Skills (e.g., written and verbal communication skills)Strong analytical skills in identifying trends and making business/technical decisions Physical Requirements and/or Unusual Work Hours: Tools, 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, walking etc.) N/A Special Message to Applicants: Posting Date: 01/17/2025 Closing Date (11:59pm ET): Salary Posting Information: Commensurate with experience Salary Band: 16 Job Classification: exempt References Needed References Needed Minimum Number of References Needed 3 Maximum Number of References Needed 3 Supplemental Questions
Do you have questions about the application process? If so, please refer to the Applicant FAQ’s.
Posting Details (Default Section) Posting Number: 20254250S Position Title: Assistant Director, Training and Customer Engagement Position Type: Staff Location: Villanova, PA Recruitment Type: Internal/External Applicants Work Schedule: full-time/12-months Avg Hours Week Department: 715-UNIT - Technology Support Services Position Summary: The 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. Duties and Responsibilities: Proactive Communications and Outreach Engaging with customers and campus partners via phone, email, in-person visits, and ticketing system to assess and provide proactive solutions Creating, tracking, and executing comprehensive communication plans, in partnership with University Communications and Marketing Lead efforts within UNIT to facilitate organizational change management surrounding campus technologies and processes Creating engaging dashboards and reports for on-demand access to information on projects, support requests, and technology incidents/outages on campus Creation and continual upkeep of templates for presentations and communications to the campus community for brand consistency Utilization of email communication tools and web traffic analytics to continually assess and improve how we engage with the campus community
Customer-Focused Marketing and Training Development of electronic content and printed materials to help the campus community understand who UNIT is and ways we can partner with them Development of engaging training content that fosters greater understanding, adoption, and effective use of campus technologies Fostering and nurturing relationships with vendors and campus community, to find opportunities to engage in more strategic partnerships Identify 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 continually assess their needs, gather feedback on ideas, and pilot new initiatives before launching to the broader campus.
Administrative Responsibilities Collaborate with functional teams on diverse, complex issues, new technologies, and projects both internal and external to UNIT Facilitate knowledge transfer between units inside and outside of UNIT Quoting and purchasing of equipment, tools, and materials required to support robust, training and communication strategies Upkeep of process mapping, training schedule, and documentation Represent UNIT in relevant meetings and committees
Research, Development, and Continual Improvement Dedicate time researching and developing new, innovative approaches for next-generation services for campus Explore 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 solutions Engage 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. Minimum Qualifications: Formal Education Bachelor’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 skills) Possess a growth mindset with an eagerness to learn Curious by nature, with a willingness to ask difficult questions Ability to apply empathy-based communications and actions to support customers Talent for building effective relationships and working in a team Ability to generate diagrams and document the work of yourself and others Creative, 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 audiences Ability to translate complex details/ideas into relevant and understandable communications for varied and diverse audiences Ability 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 area) Strong knowledge of web and social media best practices including tools and technology. Strong familiarity with Office 365 and related collaborations tools Demonstrated understanding of integrated marketing and communications strategy development and implementation serving a diverse population Expert-level verbal and written communication skills with the ability to write and deliver persuasive messaging and content Preferred Qualifications: Formal Education Certifications like Certified Professional in Training Management (CPTM), Prosci Change Management Certification, or IT-related certifications (e.g., Microsoft Office Specialist, ITIL)
Work Experience Experience working in a higher education setting is desirable Experience working in an IT organization or technology-focused company is desirable Experience in developing and facilitating training sessions.
Work Skills (e.g., written and verbal communication skills)Strong analytical skills in identifying trends and making business/technical decisions Physical Requirements and/or Unusual Work Hours: Tools, 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, walking etc.) N/A Special Message to Applicants: Posting Date: 01/17/2025 Closing Date (11:59pm ET): Salary Posting Information: Commensurate with experience Salary Band: 16 Job Classification: exempt References Needed References Needed Minimum Number of References Needed 3 Maximum Number of References Needed 3 Supplemental Questions
Required fields are indicated with an asterisk (*).
* How did you first hear of this employment opportunity? Indeed.com Higheredjobs.com LinkedIn Glassdoor Chronicle Vitae Academic Keys PA CareerLink/JobGateway Professional Affiliation/Trade Website Diversity Association/Publication Website Advertisement in Academic or Professional Publication Referred by a current employee Referred by a friend, family member, or former employee Heard about it at a conference or career fair Browsing the Villanova website Cabrini University employee Other * If your answer to the above question is "Other", please specify the source below. If this question does not apply to you, enter N/A.(Open Ended Question)
Documents needed to complete your application: Required Documents Resume / Curriculum Vitae Cover Letter / Letter of Interest Optional Documents Other Document
Confirm your E-mail: Send Email
All Jobs from Villanova University