Manager - Crisis Communication & Operational Response

Department:

Legal

Location:

Corporate

Description

The Manager - Crisis Communications \& Operational Response leads communications coordination and stakeholder engagement during operational incidents, emergencies, and reputationally sensitive situations across the portfolio. This role partners closely with Operations, Legal, Customer Service, Human Resources, Internal Communications, and Executive Leadership to ensure timely, accurate, and effective communications that support residents, employees, university partners, and business operations.

Reporting to the Deputy General Counsel, this role serves as a central point of coordination for incident-related communications and supports the organization's preparedness, response, and recovery efforts. The ideal candidate is an experienced communications professional with strong operational awareness, excellent judgment, and the ability to manage multiple priorities in a fast-paced environment.

Job Responsibilities: (OTHER DUTIES MAY BE ASSIGNED)

• Serve as the primary communications coordinator during operational incidents and reputationally sensitive situations.
• Manage and coordinate with external communications agencies and strategic communications partners as needed.
• Develop, draft, review, and distribute communications for residents, employees, university partners, and other stakeholders.
• Review Incident Reports (IRs) to identify communications needs and escalation requirements.
• Partner with Operations, Customer Service, Internal Communications, and onsite teams to support incident response communications.
• Coordinate communication approvals with Legal, Operations, Safety \& Security, and leadership teams.
• Support communication response efforts during emergencies, operational disruptions, and high-profile incidents.
• Maintain consistent messaging across communication channels and stakeholder groups.
• Track incident trends and communications outcomes to identify opportunities for improvement.
• Conduct post-incident reviews and recommend process improvements.
• Support the development and maintenance of crisis communications plans, playbooks, templates, and response protocols.
• Assist in maintaining communications escalation processes and approval workflows.
• Facilitate information sharing among internal teams to support timely decision-making and communications.
• Monitor reputational risks, media coverage, social media activity, reviews, and stakeholder feedback.
• Identify emerging issues and elevate concerns to leadership as appropriate.
• Support the development of executive briefing materials, talking points, and post-incident communications.
• Provide guidance to Internal Communications teams on messaging related to sensitive issues and organizational announcements.
• Build and maintain strong relationships with university partners and key stakeholders.
• Coordinate with external communications agencies and strategic communications partners as needed.

American Campus Communities Culture Commitments

• Our people are devoted to a culture of inclusion, diversity, and equality in the workplace and our communities. We are committed to intentionally executing an evolving set of goals specific to inclusion, diversity, and accountability, driven by empathetic leadership and embraced by all.
• The core of American Campus culture involves everyone being fully invested in everything that we do down to picking up the smallest piece of trash in the office and around our communities. No matter their position or duration at the organization, everyone picks up trash.
• Serve as an American Campus representative and liaison in all interactions.
• Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video and Voice Recording Policy is a condition of employment.

Skills, Knowledge \& Expertise

Education/Experience:

• Bachelor's degree in Communications, Public Relations, Journalism, Business, or a related field and/or equivalent combination of education and experience.
• 5–8 years of experience in crisis communications, corporate communications, public relations, issues management, or operational communications.
• Experience in student housing, property management, hospitality, higher education, or multi-site operations preferred.
• Experience managing communications during high-pressure or time-sensitive situations and ability to respond to urgent incidents outside standard business hours as needed.
• Experience coordinating across multiple departments and stakeholder groups.
• Experience supporting executive and enterprise-level communications.
• Experience working with external communications agencies or issues-management firms.
• Familiarity with social media monitoring, reputation management, and communications intelligence tools.
• Operates effectively in high-pressure and rapidly evolving situations.
• Must maintain confidentiality and exercise sound judgment during sensitive matters.
• Occasional travel may be required.

Benefits \& Perks

Benefits:

• Dental
• Vision
• 401(k) with Employer Matching
• Medical \& Dependent Care Flexible Spending Accounts (FSA)
• Life Insurance
• Sick Leave
• Paid Time Off
• Paid Pregnancy \& Childbirth Leave
• Paid Paternity Leave
• Health Insurance
• Health Savings Account (HSA) with Employer Matching
• Short-Term \& Long-Term Disability

Perks:

• Preferred Membership Pricing at Local \& National Companies
• CoreGiving Volunteer Days
• Referral Program
• Charity Matching Program

*American Campus Communities is an equal opportunity employer. We value a diverse, inclusive workforce and provide equal employment opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other characteristics protected by federal, state or local laws.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the LA County Fair Chance Ordinance, we will consider all qualified applicants, including those with arrest and conviction records, for employment.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.*