Director, Customer Communications & Outreach
Job ID: R0029945 | IT Management | Full Time | Charlottesville, VA
UVA Information Technology Services (ITS) has an exciting opportunity to join our team as the Director of Customer Communications and Outreach (CCO). This important and influential role requires a strategic mindset around communications and marketing and an eagerness to collaborate with ITS colleagues and others around UVA. This role involves understanding the many services we provide to the University, the ability to translate complex concepts into straightforward terms, and an unwavering commitment to a positive user experience. We are looking for someone who can manage and inspire a team, deploys resources in a thoughtful way, and values input. Someone who is constantly curious, appreciates collaboration, understands stakeholder management, and can motivate others through changes. The goal of the Customer Communications and Outreach team is to disseminate information about ITS services and major projects and initiatives in support of a positive user experience.

ITS at UVA is a phenomenal place to lead, grow and deliver impact. It's an organization that values results and teamwork. We like the people we work with and the work we get to do. We strive to create a welcoming and supportive workplace where everyone feels empowered to be their authentic selves and share ideas. We embrace a commitment to diversity, equity and inclusion. ITS values work-life balance and provides flexible work location options where possible. Please see additional information about joining our team.

Working as part of our management team, this position interacts with ITS senior leaders, directors and our Project Management Office. It reports to the AVP for User Experience and Engagement and is responsible for:
  • Communicating and promoting the 100+ services that ITS provides to the University.
  • Developing communication plans, stakeholder analyses, web pages and FAQs for major ITS projects.
  • Supporting organizational change management by helping UVA community members embrace and adopt technology-related changes introduced by new projects, products and services.
  • Creating and maintaining an overall strategic communications plan for ITS.
  • Maintaining our web site by continually evolving our site content, design and user interface through analysis of statistics, usability testing and feedback from users.
  • Matching services to appropriate audiences and making the information about those services concise and understandable.
  • Engaging with our users through outreach opportunities, including focus groups, usability activities, surveys and special events.
  • Collecting user feedback and advocating for them at every opportunity.
  • Designing and producing promotional and informational materials, including annual reports, pamphlets, signage and t-shirts.
  • Creating and evolving ITS artwork, graphics and logos and ensuring their alignment with UVA branding.
  • Managing a team of communicators and a user experience specialist, including performance management and professional development.
  • Tracking how resources are allocated to services and projects.
  • Managing a budget.

Required Qualifications:
  • High school diploma and at least 5 years of experience OR a bachelor's degree and three years of experience.
  • Management experience.
  • Experience managing web sites.

Preferred Qualifications:
  • 6 or more years of experience in communications/public relations.
  • Experience developing and reporting on marketing analytics.
  • Prosci Change Management certification.

Anticipated hiring range: $105,000-125,000

Benefits include:
  • Choice between 3 different health plans
  • Vision and dental insurance
  • Life insurance
  • Benefits savings accounts
  • Starting with 22 days of paid time off a year in addition to 12 or more paid holidays
  • 8 weeks of paid parental leave
  • Short-term disability
  • Up to $4,360 after your first year for combined use of tuition toward a degree-seeking program or up to $2,000 for professional development, including classes, certification training and conferences
  • And more!

The selected applicant will be required to complete a background check prior to their first day of employment per university policy.

Review of applicants will begin November 1, 2021 and the position will remain open until filled.

For questions about the application process, please contact Rhiannon O'Coin, Senior Academic Recruiter, or Hiring Manager, Dave Strite,

For more information about UVA and the Charlottesville community, please see and

COVID Vaccination Requirement

Due to the scope of President Biden's Executive Order 14042 issued in early September, all University employees, including remote employees, must receive their final vaccination dose by January 4, 2022, unless they have a University-approved religious or medical exemption. The University has updated policy SEC-045 to reflect these new requirements.

If hired by the Academic Division, excluding School of Medicine, School of Nursing, UVA Physicians Group, and the Health Systems Library, you will be required to provide proof of vaccination or be willing to be vaccinated by January 4, 2022. Academic employees may apply for a University-approved medical or religious exemption.

Note: Some medical and safety-sensitive positions require vaccination and are not eligible for an exemption. For more information on how vaccination requirements will apply to you, please visit the UVA New Hire Vaccination Requirements webpage.

Charlottesville, VA
Charlottesville, VA 22903

Working here.

Careers at the University of Virginia reflect a wide breadth of professions, ranging from teaching to administration, IT professionals to financial analysis, research to grounds management, and talent recruiting to facilities management, among many others. Every person here — faculty, staff, student, healthcare professional — helps to advance our world-class institution, encompassing a larger mission of discovery and service.

Quality of Life

Charlottesville, Virginia is one of the nation’s most charming and picturesque places to live and work. Our area boasts many excellent restaurants, wineries and craft breweries; historic sites; Shenandoah National Park and Skyline Drive; and a great selection of homes in welcoming neighborhoods, as well as urban and rural locations. Public transportation is excellent, and you’re just a short drive from the beach or Washington, D.C.