Director of Community Relations

Orange Water And Sewer Authority•Nc, NC

6d•Hybrid

About The Position

OWASA is seeking a strategic, community-minded Director of Community Relations to lead communications, customer assistance, and customer service management. The role supports OWASA’s work as a trusted community partner providing clean water and environmental protection, and leads efforts to deliver clear and accessible information and valuable water and wastewater services. The Director establishes and evaluates the organization’s communications plan; coordinates messaging with local jurisdictions and regional partners; and leads community engagement campaigns related to policies, capital projects, budgets, and other strategic initiatives. The position provides relevant information to the Executive Director, staff, and Board, coordinates with local municipalities and the University of North Carolina, and represents OWASA to the public and community decisionmakers. The Director regularly attends and presents at evening Board and community meetings and serves as Public Information Officer during emergencies, including availability outside business hours. The Director is responsible for billing, collections, customer service, customer escalations, customer satisfaction, and identifying technological improvements to customer interactions. The role also oversees the customer assistance program, including equitable allocation and monitoring of funds, assessing funding needs, coordinating with partners, and developing promotional materials and activities. Additional duties include managing departmental budgets and plans, ensuring regulatory and policy compliance, and supporting and leading the Public Information Officer and Customer Service Manager.

Requirements

Bachelor’s degree in business, public administration, communications, marketing, or a related field.
At least seven years of experience in communications or customer relations, with three years of supervisory experience, or an equivalent combination of education and experience.
Extensive background in community outreach and driving community engagement initiatives.
Outstanding communication skills and ability to lead, mentor, and coach.
Availability outside regular business hours for emergency communications and evening meetings.
Service-oriented attitude, professionalism, and passion for fostering a diverse and inclusive work environment.
Ability to establish and maintain respectful and harmonious relationships with people inside and outside the organization.

Nice To Haves

Strong understanding of municipal and utility billing operations.
Prior experience with customer affordability strategies and programs.
Familiarity with the unique dynamics of the Carrboro/Chapel Hill community.

Responsibilities

Establish the overall communications plan and evaluate the effectiveness of communications efforts.
Coordinate community messaging with local jurisdictions and regional partners to ensure clear, consistent, timely, and accessible information on shared issues.
Organize and lead community engagement campaigns related to OWASA policies, capital projects, the organizational budget, and other strategic projects and programs.
Provide timely, accurate, and relevant information to the Executive Director, OWASA staff, and the OWASA Board; provide reports and coordinate efforts with local municipalities and the University of North Carolina.
Represent OWASA’s values professionally to the public, decisionmakers, and other community members.
Attend and present at evening Board and community meetings.
Serve as Public Information Officer during emergencies, providing timely and accurate information and responding outside business hours as needed.
Manage billing, collections, and customer service activities; handle customer escalations and assess customer satisfaction.
Identify and pursue technological opportunities to improve the customer experience and enable secure, efficient interactions.
Oversee the customer assistance program, ensuring fair and equitable distribution of funds, assessing funding adequacy, pursuing additional funding opportunities, monitoring distributions, coordinating with partners, and developing promotional materials and activities.
Build and manage departmental budgets and plans and ensure compliance with applicable regulations and internal policies.
Support and lead a team that includes the Public Information Officer and Customer Service Manager.
Perform other related duties as required or assigned.

Benefits

Membership in the NC Local Government Employee Retirement System.
5% employer 457 deferred compensation contribution.
Retirement Health Savings account.
Employer-provided life insurance.
Employer-paid health, dental, vision, life, dependent life, and long-term disability insurance.
Vacation, sick, personal, bereavement, and parental leave.
Twelve paid holidays.
Educational reimbursement.
Bonus pay for additional certifications and/or education.
Cell phone stipend.
Ability to transfer unused sick leave from a preceding NC Local Government or state agency employer.
Competitive pay and benefits in a safe, rewarding work environment.
Potential approved telework and flexible scheduling arrangement after the initial six-month onboarding period; telework may be up to two days per week, subject to approval and operational needs.