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Public Relations Consultant for Product & Customer Experience Issues Management

Primary Location: Austin, Texas


Additional Location(s): Remote - Alabama, United States; Remote - Arizona, United States; Remote - Arkansas, United States; Remote - California, United States (All Other); Remote - California, United States (Bay Area); Remote - California, United States (LA/Orange County); Remote - Colorado, United States; Remote - Connecticut, United States (All Other); Remote - Connecticut, United States (NY Metro); Remote - Delaware, United States; Remote - District of Columbia, United States; Remote - Florida, United States; Remote - Georgia, United States; Remote - Idaho, United States; Remote - Illinois, United States; Remote - Iowa, United States; Remote - Kansas, United States; Remote - Kentucky, United States; Remote - Louisiana, United States; Remote - Maine, United States; Remote - Maryland, United States (COUNTY - All Other); Remote - Maryland, United States (COUNTY - Charles, Prince Georges, Montgomery); Remote - Massachusetts, United States; Remote - Michigan, United States; Remote - Minnesota, United States; Remote - Mississippi, United States; Remote - Missouri, United States; Remote - Nebraska, United States; Remote - Nevada, United States; Remote - New Hampshire, United States; Remote - New Jersey, United States; Remote - New Mexico, United States; Remote - New York, United States (All Other); Remote - New York, United States (NY Metro); Remote - North Carolina, United States; Remote - Ohio, United States; Remote - Oklahoma, United States; Remote - Oregon, United States; Remote - Pennsylvania, United States; Remote - Rhode Island, United States; Remote - South Carolina, United States; Remote - Texas, United States; Remote - Utah, United States; Remote - Vermont, United States; Remote - Virginia (COUNTY - Alexandria, Arlington, Falls Church, Fairfax, Loudoun, Prince William); Remote - Virginia (COUNTY - All Other); Remote - Washington, United States; Remote - Wisconsin, United States; Remote - Wyoming, United States

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Public Relations Consultant for Product & Customer Experience Issues Management

The Products & Customer Experience Consultant for Issues Management will be responsible for the communication strategy and deliverables related to communication issues and crises impacting Dell Technologies products and customer experience.

What you’ll achieve:

The successful candidate brings an extensive experience in both corporate and technology communications, as well as issues and reputation management. They must have a high degree of fluency with press, team member, influencer and social communications, understanding the nuances for each core audience; these skillsets will be critical to shaping relevant narratives and helping rein in stories before they spin out of control, either externally, internally or both. This individual also must be resourceful, strategic and demonstrate the ability to understand and distill complex subject matter quickly.

Responsibilities:

  • Maintain primary responsibility for proactively addressing and/or resolving communication issues/crises related to the overall products and services organizations, including:
    • Product safety (Product recalls, customer product safety escalations, etc.)
    • Product brand issues (Product leaks, negative brand impact)
    • Customer experience (Sales operations, tech support, customer care)
  • Develop response processes and procedures (issues/crisis plans, media strategies, reactive media statements, talking points, FAQs, memos, crisis simulations and other deliverables as needed) to be implemented across the CSG, ISG and Services business units, identifying any roadblocks that impact execution.
  • Work with cross-functional teams (Corporate PR, Vulnerabilities Response Team within Security and Resiliency Organization, Business Unit Marketing and Product Management, Services, Legal, etc.) to develop relevant positions, statements and/or messaging on issues.
  • Coordinate social media listening protocols to track conversation and track trends and insights to inform strategy.
  • Ensure all issues/crisis responses are in alignment with global narrative and brand messaging.
  • Respond to intermittent and unexpected issues that may occur.
  • Ensure all key stakeholders – including global counterparts – are kept informed and up-to-date in a fast-paced environment and during rapidly changing events.

Requirements:

  • The ideal candidate will have a minimum of 10 years of corporate and/or technology-related communications experience, ideally with a focus in crisis communications.
  • Highly evolved interpersonal and executive presence skills, including a proven ability to develop and maintain relationships.
  • Experience managing the planning and execution of events is desired.
  • Strong written and verbal communications skills in English.
  • Agile, strategic thinker able to mobilize quickly.
  • Ability to synthesize, interpret and summarize third-party analysis and research for cross-functional audiences.
  • Experience interacting at all levels of a company, including senior management.
  • Self-organized, self-starter, with a demonstrated ability to achieve objectives.
  • Able to operate in matrix organizations and manage multiple projects concurrently; comfortable working with remote colleagues and stakeholders; experience working across disciplines and geographies.
  • Bachelor’s degree in Business Administration, Marketing, Communications or related field required.

Functional/Technical Skills:

  • Knowledge of internal communications strategies and best practices
  • Knowledge of external communications strategies and best practices
  • Strategic and technical understanding of blog and other digital/social networking platforms
  • Proficiency in using online tracking and measurement tools desired
  • Proficiency in MS Word, Outlook, PowerPoint and Excel mandatory

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress. 

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more. 

We started with computers, but we didn’t stop there. We are helping customers move into the future with hybrid-cloud, edge solutions, and as-a-Service delivery models through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.

Job ID: R103854

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