Manager, Guest Communications Systems

The Role 

As the Manager of Guest Communications Systems, you will be responsible for ensuring that all guest-facing systems and materials are accurate, timely, and functioning as intended. This role oversees the execution and quality control of systems and guest-facing materials, manages a team of Admins, and supports the ongoing development of tools, processes, and team members. The Guest Communications Manager - Systems works closely with the Senior Manager to ensure operational plans are clearly and consistently communicated across all guest platforms. 

Responsibilities:  

Communications Oversight & Quality Control 

Track the status of all guest communications and proactively notify the Guest Communications Team of upcoming deadlines, overdue items, or potential issues. 

Oversee and manage incoming requests to the Guest Communications Team, assigning work to the appropriate team members, and balancing workload. 

Continuously monitor all active Guest Information Pages (GIPs) for bugs, glitches, or inaccuracies, correcting and escalating issues as needed. 

Perform weekly quality control reviews of all GIPs and email templates. 

Ensure all guest-facing materials adhere to standard operating procedures and maintain consistency in tone, formatting, fonts, grammar, punctuation, and partnership regulations. 

Content & Systems Management 

Write clear, engaging guest-facing content based on operational plans for multiple platforms, including guest information pages and outgoing emails. 

Navigate and write HTML to update and maintain guest information pages and related system elements. 

Facilitate the integration of new systems and technology  

Update and maintain the Communications Schedule in alignment with program launches and operational updates. 

Team Leadership & Development 

Manage and directly supervise a team of Admins, providing guidance, coaching, and day-to-day support. 

Oversee onboarding and training for new System Team members. 

Conduct mid-year and annual performance reviews for System Team members. 

Serve as an escalation point for the System Team and a secondary point of contact for the Senior Manager. 

Collaboration & Continuous Improvement 

Partner closely with the Senior Manager to ensure communications, systems, and team needs are aligned and supported. 

Attend and actively participate in departmental meetings. 

Identify opportunities for process improvement, enhanced tools, and workflow efficiencies. 

Engage in creative problem-solving to address communication gaps or operational challenges. 

Perform additional duties and projects as business needs evolve 

Experience

3–5+ years of experience in communications, content management, systems administration, or a related field

Demonstrated experience overseeing guest-facing or customer-facing communications with strong quality control standards

Proven ability to manage multiple projects simultaneously in a deadline-driven, fast-paced environment

Working knowledge of HTML and experience maintaining content within content management systems

Experience tracking communication schedules, managing workflows, and monitoring deadlines to ensure timely execution

Strong proofreading and editing skills with exceptional attention to detail, grammar, formatting, and brand consistency

Prior experience supervising, mentoring, or leading team members preferred

Ability to assign work, balance team workload, and serve as an escalation point for operational issues

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams, Forms)

Experience with Salesforce, Outreach, QNG, or similar CRM/communication platforms preferred

Strong organizational skills with a task-oriented, process-driven mindset

Self-starter with strong follow-through and accountability for results

Comfortable taking direction, providing updates, and ensuring timeliness and quality of deliverables

Adaptable, solutions-focused, and comfortable navigating evolving systems and operational change 

Physical Demands

Prolonged periods sitting at a desk and working on a computer

Must be able to lift up to 25 pounds

Must be able to work on-site at Charlotte, NC headquarters

Willing and eligible to travel internationally, as needed

Eligible to work in the United States