Step Up For Students empowers families to pursue the most appropriate learning options for their children. We unite communities to provide scholarships that open doors to a stronger future. With this support, students can choose the right learning environment and access resources to reach their full potential.
Our culture is rooted in two core values:
- Everyone is an asset
- Every event is an improvement opportunity
These values guide how we work together and continuously improve. We expect every team member to bring these principles to life in their daily work.
The Director of Operational Communications plays a pivotal role in shaping and executing operational strategic communications that support Step Up For Students’ mission and operational goals. Reporting to the Associate Vice President, Head of Scholarship Program Management, this individual oversees omnichannel communications, including communications sent by email and text, as well as operational social media and online community engagement, while ensuring consistent, accurate, and inclusive messaging across all platforms. A key strength of this role is the ability to communicate complex operational processes in clear, engaging, and accessible content for diverse audiences, including Spanish speaking families. The Director collaborates with internal and external stakeholders to enhance the organization’s reputation, promote its goals, and maintain a strong brand presence.
Location: Remote (United States)
Key Responsibilities:
- Develop and lead comprehensive operational communication strategies aligned with organizational priorities, particularly in customer experience, and stakeholder engagement.
- Serve as a strategic advisor to leadership on messaging, brand positioning, and reputation management in terms of operational communications.
- Lead operational crisis communication and issues management efforts.
- Oversee the organization’s operational social media strategy, content development, and performance analytics.
- Oversee the implementation and management of online community groups to foster engagement, customer support, and timely information sharing.
- Monitor trends and feedback to inform broader communication strategies.
- Direct operational communications to families, schools, and providers participating in scholarship programs.
- Translate complex operational processes into clear, engaging, and accessible content tailored to effectively reach and engage diverse audiences.
- Oversee the Translation team to ensure accurate, culturally appropriate, and timely delivery of multilingual communications across all operational channels.
- Supervise and mentor operational communications staff, fostering a collaborative and high performing team culture.
- Partner with cross-functional teams and leadership to ensure alignment and consistency.
- Assist in establishing KPIs and use data to evaluate the effectiveness of operational communication efforts.
- Provide regular reports to the Associate Vice President, Head of Scholarship Program Management and other stakeholders.
- Oversee the writing, editing/reviewing and scheduling distribution of a wide range of operational communication materials.
- Ensure that all operational communication materials adhere to the organization's tone, style, and messaging guidelines.
Qualifications:
- Demonstrated success and a proven track record in professional/life experience in specific job functions, projects, or industries, and military service can substitute for the formal education requirements.
- 10+ years of experience in communications, including leadership experience OR Bachelor’s degree in communications, public relations, journalism, marketing, or a related field required; Master’s degree preferred.
- Demonstrated success in leading social media strategy and online community engagement.
- Experience working with diverse audiences, particularly families and education stakeholders (i.e., schools or educational providers).
You’ll Stand Out If You Have:
- Fluency in Spanish preferred, to support inclusive communications and better serve multilingual communities, but not required.
Key Competencies:
- Demonstrates critical Transformation and Leadership skills and abilities: True Collaboration;
- Focusing on Outcomes: Owning and effectively solving problems for today and the future;
- Empathetic Leadership; Adaptability and Resilience; Emotional Intelligence/CEM skills and
- Continuous Development/Continuous Improvement Mindsets.
- Familiarity with data analysis and reporting tools for measuring communication effectiveness.
- Creative thinking and the ability to generate innovative communication ideas.
- Ability to work under pressure, handle multiple tasks, and meet tight deadlines.
- Exceptional writing, editing, and proofreading skills with a mastery of AP style, as well as strong verbal communication skills.
- Strong organizational and time management skills, with the ability to manage multiple priorities and deadlines.
- Proficiency in Microsoft Office Suite, content management systems, and social media platforms.
- Demonstrated experience with a CRM platform (i.e., HubSpot preferred).
- Ability to lead and inspire teams in a fast-paced, collaborative environment.
- Ability to take complex operational processes and translate them to clear, engaging and accessible content.
Interview Process:
- Veriff Identity Verification
- Recruiter Video Interview
- Hiring Manager Video Interview
- Panel Video Interview
- Final Video Interview w/Senior Leadership Team Member
Why you’ll love working here:
- Award-Winning Culture:
We’ve been named one of the Best Companies to Work For four years in a row by Florida Trend and Workforce Research Group and honored as one of the Healthiest Companies by Florida’s First Coast Worksite Wellness Council. Fast Company recognized us as one of the Best Workplaces for Innovators—proof that we foster an environment where big ideas and bold thinking are encouraged.
- Comprehensive Benefits:
Enjoy medical, dental, and vision coverage, plus HSA, FSA, and Lifestyle Spending Accounts. We also offer a competitive 401(k) with company match to help you plan for the future.
- Flexibility & Work-Life Harmony:
Remote work options and unique time-off programs—including 14 paid holidays, Care and Parental Leave, and our Flexible Leave policy.
- Growth & Development:
From mentorship programs to management training and professional development opportunities, we invest in your career journey every step of the way.
- Supportive Professional Environment:
Our dedicated coaching team is here to help you succeed, and employee-led committees give you a voice in shaping our workplace. Collaboration isn’t just encouraged, it’s how we work.
Working Conditions and Equipment Use:
- Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions.
- Valid driver license with proof of insurance.
- Must be able to lift up to fifteen (15) pounds.
- Frequent use of office machines to include telephone, computer, and printer.
