Director, Communications, Operations, Customer Service
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Job Description
Senior communications director shaping global Operations and Customer Service communications at Avantor. Advising executives, leading transformation, crisis preparedness, and associate engagement.
Responsibilities:
- Develop and lead a global communications strategy supporting Operations and Customer Service priorities
- Serve as primary communications advisor to Operations and Customer Service executive leadership
- Build integrated communications plans aligned with enterprise, regional, and functional needs
- Translate complex business strategies into compelling narratives
- Lead communications for manufacturing, distribution, supply chain, logistics, quality, procurement, and customer service functions globally
- Develop communication frameworks and self-service resources for Customer Service leaders and teams
- Support customer experience and operational alignment initiatives
- Collaborate with site leaders and regional stakeholders for frontline and office-based associate communications
- Advise on communications for operational initiatives, site activities, business continuity events, and transformation programs
- Provide executive communications support, including speechwriting, presentations, leadership messages, town halls, and organizational updates
- Lead the COO's communications and thought leadership strategy
- Develop and govern executive social media strategies
- Identify earned media, speaking engagement, and external visibility opportunities
- Lead change communications for large-scale Operations and Customer Service transformation initiatives
- Develop associate engagement strategies connecting employees to business priorities and company culture
- Own communications preparedness and response for operational issues, disruptions, and site-related incidents
- Develop crisis communications plans, tools, and training programs
- Advise on operational risk, reputation management, customer-impacting events, and business continuity
- Establish communications objectives, metrics, and reporting mechanisms
- Analyze audience insights and communication performance data to improve programs and channels
- Ensure governance and consistency across communications activities
Requirements:
- Bachelor's degree in Communications, Journalism, Public Relations, Marketing, Business, or a related field required
- 15+ years of progressive communications experience across corporate, agency, or consulting environments
- Demonstrated success developing and leading enterprise-wide communications strategies for complex global organizations
- Significant experience supporting senior executives and advising leadership teams on high-impact business issues
- Strong experience across internal communications, executive communications, change communications, media relations, social media, and crisis management
- Experience supporting operations, manufacturing, supply chain, customer service, industrial, healthcare, life sciences, or similarly complex business functions preferred
- Proven success operating in highly matrixed, global organizations
- Experience leading organizational transformation and change communications initiatives
- Strategic communications expertise with exceptional business acumen
- Outstanding writing, editing, storytelling, and presentation skills
- Ability to influence and advise senior executives on sensitive and complex business issues
- Executive presence and strong interpersonal effectiveness
- Experience navigating ambiguity, organizational change, and fast-paced business environments
- Strong issues management and crisis communications capabilities
- Ability to build trusted relationships across functions, regions, and levels of leadership
- Experience measuring communications effectiveness and translating insights into action
- Highly collaborative, proactive, and solutions-oriented leadership style
- Strong project management and organizational capabilities, with the ability to manage multiple priorities simultaneously
- Digital fluency with expertise across social, digital, and emerging communications platforms
- Commitment to continuous improvement, innovation, and communications excellence
- Domestic and international travel up to 15%
Benefits:
- Learning experiences to support career growth and success
- Diverse, equitable and inclusive culture
- Equal opportunity employment
- Reasonable accommodation during the employment process
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