Manager of Communications and Process

WORK LOCATION: Jacksonville, FL

 *Note: This position will be temporarily remote with transition to hybrid/on-site work in 2027. Candidate may reside outside of Jacksonville, FL upon hire, but must be willing and able to relocate within 12 months.  

REPORTS TO: Vice President, Operations

 

The Manager of Communications and Process owns the internal communication and documentation infrastructure across the organization. This role establishes and maintains company-wide communication cadences, drafts and distributes announcements, and leads the development and refinement of all standard operating procedures (SOPs) and process documentation. A strong emphasis is placed on ensuring all materials reflect a cohesive brand voice, look, and feel. This individual will partner closely with all departments, but particularly with the Training & Development team to build and maintain a centralized knowledge base that serves as the organization’s single source of truth. This role also uses communication channels as a vehicle for employee engagement and recognition, helping foster a connected, motivated team culture. 

·       Lead the development, review, and refinement of standard operating procedures across departments

·       Partner with subject matter experts across the organization to capture, document, and standardize processes

·       Establish a consistent format/template for SOPs and process documentation company-wide

·       Own a regular review cycle to keep documentation current as processes evolve

·       Maintain and enforce brand voice, tone, and visual identity guidelines across all internal communications and documentation

·       Review materials produced by other teams for brand and voice consistency before distribution

·       Develop templates (announcements, SOPs, newsletters, presentations, etc.) that reinforce a cohesive look and feel

 

·       Partner with Training & Development to build and maintain a centralized knowledge base and accompanying training 

·       Organize, categorize, and maintain content so information is easy to find and stays current

·       Establish a governance process for who can update/contribute to the knowledge base and how content is vetted

 

·       Use internal communication channels to drive employee engagement and recognition (i.e. spotlight programs, milestone recognition, culture campaigns)

·       Partner with leadership and HR to amplify recognition moments and culture-building initiatives through communications

·       Gather feedback on communication effectiveness and engagement impact, and iterate accordingly

·       30 Days: Assessed current state of internal communications (channels in use, gaps, stakeholder needs); evaluated platform options and cadence models against org size/structure; presented a recommendation with rationale for approval; initial communications delivered while transitioning to new structure

·       60 Days: Cadence and platform selected and approved; rollout plan built; new structure implemented; SOP template work underway

·       90 Days: Cadence and platform fully operational with at least one full cycle completed; feedback gathered and incorporated; knowledge base structure/governance defined in partnership with Training & Development

 

·       1-3 years of experience in internal communications, corporate communications, process documentation, or a related field 

·       Bachelor’s Degree in Communications, Business, or related field preferred; equivalent combination of education and experience will be considered

·       Excellent written communication skills with demonstrated ability to adapt tone/voice for different audiences

·       Experience developing or maintaining SOPs, process documentation, or knowledge base content 

·       Strong project management and organizational skills; able to manage multiple communication/documentation projects simultaneously

·       Proficiency with SharePoint, Canva, Microsoft Office, and