Director of External Affairs

North Texas Tollway Authority•San Jose, CA

About The Position

The Director of External Affairs leads NTTA’s marketing, public affairs, public relations, strategic external communications, oversees brand strategy, customer engagement, customer rewards programs, market positioning, leads major account business development and customer relationship management, and risk mitigation associated with department activities. This role ensures consistent messaging and branding across all external channels while directing integrated marketing, advertising, stakeholder education, media relations, project communications, graphic design, major customer cohort programs, and market development initiatives that enhance NTTA’s visibility and reputation. Reporting directly to the Executive Director/CEO, the Director also strengthens internal communication alignment to support employee awareness, engagement, and understanding of agency priorities.

Requirements

Minimum: Bachelor’s degree: in Communications, Marketing, Business Strategy or related field.
Ten (10) years of which four (4) years include executive-level strategic leadership experience in directing external and internal communications, marketing/branding, customer rewards, and public/external affairs.
Knowledge of external affairs, public affairs, communications, marketing, public relations, brand management, stakeholder engagement, and emerging social, political, economic, and industry trends.
Knowledge of applicable federal, state, and local laws, public administration principles, and governance practices affecting public-sector operations and communications.
Skill in strategic leadership and business insight, including forecasting, long-range planning, and aligning communications, public affairs, and marketing strategies with organizational objectives.
Skill in organizational leadership, fiscal planning, resource management, and performance oversight to effectively direct complex programs, operations, and teams.
Ability to develop and execute comprehensive plans for communications, marketing, public affairs, stakeholder education, major account business development and customer relationship management, customer rewards, and brand strategies that advance organizational goals and strengthen reputation.
Ability to communicate effectively and persuasively through executive communications, presentations, media engagement, public outreach, and crisis communications.
Ability to build collaborative relationships and influence outcomes with employees, executive leadership, Board members, government officials, media representatives, customers, and community stakeholders.
Ability to analyze complex issues, evaluate programs and policies, interpret data and trends, assess risks, and develop effective solutions and recommendations.
Ability to lead through change, ambiguity, conflict, and high-pressure situations with sound judgment, resilience, and professionalism.
Ability to establish performance measures, drive accountability, optimize processes, and achieve measurable business, customer, and organizational results.
Ability to develop, coach, and lead high-performing teams while fostering collaboration, continuous improvement, and alignment with NTTA's values and strategic priorities.
Applicants are required to be eligible to lawfully work in the United States immediately.
This position is not available for H1-B visa sponsorship.

Nice To Haves

Master’s degree: in Communications, Marketing, Business Strategy or related field.

Responsibilities

Provides strategic leadership for NTTA’s external engagement, market development, customer experience, and brand positioning efforts, aligning long-range strategies with organizational objectives and driving results through effective planning, performance management, and operational excellence.
Monitors emerging trends and external factors to proactively adapt strategies and position NTTA for future success.
Leads NTTA’s communications and public relations functions by directing media relations, executive communications, crisis communications, and public-facing messaging to ensure clear, consistent, and strategically aligned communications.
Serves as a trusted advisor on complex and sensitive issues, exercising sound judgment in high-visibility situations.
Oversees the development and execution of integrated marketing, advertising, customer rewards programs, and brand strategies, leveraging customer insights, market research, analytics, and emerging technologies to strengthen NTTA’s brand, enhance customer engagement, educate various stakeholders on our mission and operations, and drive measurable business outcomes.
Directs public affairs and community engagement initiatives by building collaborative relationships with community leaders, business organizations, transportation partners, stakeholders, and customer groups.
Represents NTTA at public, civic, and industry events while advancing stakeholder trust and organizational objectives through strategic influence and engagement.
Leads strategic planning, outreach, customer relationship management, and market development efforts for NTTA’s major account programs, including fleet for commercial businesses, government, dealership, leasing agency, Regional TollTag Partners (RTP) program, and authorized emergency vehicle accounts.
Develops growth strategies that strengthen customer relationships and expand market penetration.
Builds and maintains productive relationships with executive leadership, Board members, regional stakeholders, media representatives, community organizations, and business partners to advance NTTA’s reputation, strengthen partnerships, and support enterprise priorities.
Leads the External Affairs department by overseeing personnel, budgets, contracts, major account programs, risk management efforts, and cross-functional initiatives while fostering a high-performing, customer-focused culture.
Develops talent through coaching, mentoring, succession planning, and performance management to strengthen departmental capability and accountability.
Drives continuous improvement through data-informed decision making, process optimization, and collaboration with internal stakeholders, consultants, and vendors to support communications, marketing, research, and business development initiatives.
Ensures resources, priorities, and work processes are aligned to achieve strategic objectives and operational effectiveness.