Director, Customer Engagement Communications

Role Summary

The Director, Customer Engagement Communications shapes how our Customer Engagement team connects and communicates – now and into the future. This role blends creativity with clarity to ensure our people, leaders, and partners feel informed, inspired, and aligned with our shared vision. As part of the Future Readiness, Launch & Field Operations team, you’ll lead strategic storytelling and guide a talented group of communications managers to deliver impactful messaging. You’ll balance the precision of today’s communications with a forward-looking narrative that energizes the field and sets the stage for what’s next.

Responsibilities

• Lead the development of a unified communications strategy that aligns with Customer Engagement’s mission and drives field impact.
• Collaborate with cross-functional partners to ensure messaging is consistent, actionable, and future-focused.
• Serve as a trusted advisor to the Customer Engagement Leadership Team, shaping executive communication and storytelling.
• Craft compelling presentations and talking points that amplify leadership voices across internal and external audiences.
• Design and manage communication channels and forums that keep teams informed, inspired, and connected.
• Translate business priorities into clear, motivating messages that foster understanding and engagement.
• Support change initiatives by partnering with transformation leaders to communicate new ways of working.
• Build feedback loops and two-way communication mechanisms to promote transparency and responsiveness.
• Partner with company-wide communications teams to shape the external narrative of Customer Engagement.
• Coach and develop a team of communications managers, establishing best practices and tools for consistent, high-impact delivery.

Qualifications

• Bachelor’s degree required from 4-year college or university.
• 8+ years’ experience in strategic communications, corporate affairs, or change management.
• Demonstrated success leading communications in complex, matrixed environments.
• Exceptional writing skills, a strong storytelling mindset, and confident executive presence.
• Familiarity with digital platforms, internal communications tools, and media relations.

Desirable

• An advanced degree in communications, public relations, or a related field and brings a strategic mindset with a natural ability to simplify complex ideas into clear, compelling narratives.
• Communicates with empathy and purpose, using storytelling to inspire transformation and connect teams to meaningful change.