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The Role
Lead and coordinate crisis and incident communications across internal and external stakeholders. Draft and approve messaging, manage agencies, monitor reputational risk and social media, track incident trends, conduct post-incident reviews, and maintain crisis plans, playbooks, and escalation workflows to support timely response and recovery.
Summary Generated by Built In
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)
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
About
American Campus Communities is the nation’s largest developer, owner and manager of high-quality student housing communities.Whether we’re creating a new development, upgrading an acquired community, or partnering with a university to develop or manage on-campus housing, our goal is the same: deliver the best possible experience for students – at every price point.And it’s not just about great living spaces and great amenities. It’s about giving students the resources and environment they need to succeed, both academically and personally. Our Mission keeps us focused:Our values help us get there.Delivering the best possible student experience doesn’t just happen. It takes an unrelenting commitment to students, parents and educational institutions. It also takes a corporate culture built on shared values, a higher purpose, and a team of people who truly love what they do.
Skills Required
- Bachelor's degree in Communications, Public Relations, Journalism, Business, or related field 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 managing communications during high-pressure or time-sensitive situations and ability to respond to urgent incidents outside standard business hours.
- Experience coordinating across multiple departments and stakeholder groups.
- Experience supporting executive and enterprise-level communications, including development of executive briefing materials and talking points.
- Experience working with external communications agencies or issues-management firms.
- Familiarity with social media monitoring, reputation management, and communications intelligence tools.
- Experience in student housing, property management, hospitality, higher education, or multi-site operations.
- Ability to maintain confidentiality and exercise sound judgment during sensitive matters.
- Ability to operate effectively in high-pressure and rapidly evolving situations and to support post-incident reviews and process improvements.
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The Company
What We Do
American Campus Communities was formed in 1993 with four employees, one student housing management contract and a vision to be the best student housing company in the nation. Today, ACC is a publicly traded real estate investment trust (REIT) and the nation’s largest developer, owner and manager of high-quality student housing communities. ACC is passionate about student success. Whether the company is creating a new development, upgrading an acquired property, or partnering with a university to develop or manage on-campus housing, the goal is the same: deliver the best possible experience for students—at every price point. ACC is just as passionate about creating rewarding careers for its team members. At ACC you’ll find a hardworking, motivating culture with unlimited potential for contribution and growth. ACC’s commitment to job training and its promote-from-within approach means your opportunities can be as vast as your ambition. Mission: Consistently provide every resident with an environment conducive to healthy living, personal growth, academic achievement and professional success. Our Values: Put students first. Be passionate. Surprise and delight. Do the right thing. Pursue growth. Create team spirit. Reward achievement. Drive evolution. Optimize. Give back.
