Senior Manager Communications

City of Charlotte•Charlotte, NC

3d•Hybrid

About The Position

The Senior Manager of Communications leads CATS’ communications and information functions, ensuring clear, accurate and timely messaging to customers, stakeholders and the community at large. Reporting to the Director of Marketing and Communications, this role is accountable for the development and execution of integrated communications strategies that support service delivery, build ridership, provide operational transparency and build public trust. The Senior Manager oversees agency-wide public information, media relations, digital communications and community-facing messaging, translating organizational priorities and operational realities into coordinated, accessible communications across multiple platforms. This role plays a central leadership function in managing service change communications, disruption messaging, promoting new services and public-facing narratives related to transit services and initiatives.

Requirements

Bachelor’s degree in communications, public relations, journalism, marketing, public administration, or a related field
Ten (10) years of progressively responsible experience in public communications, media relations, or public information, or an equivalent combination of education and experience.
Principles and practices of public communications, media relations, and public information management.
Crisis communication strategies and incident response communication protocols.
Digital communications platforms, social media content strategy and development, content management systems, and engagement metrics.
Public-sector communication environments and transparency expectations.
Accessibility standards and inclusive communication practices.
Developing and executing communications strategies aligned to operational priorities.
Managing multi-channel integrated marketing and communication efforts including traditional and non-traditional media platforms.
Managing media relations and responding to public inquiries.
Coordinating messaging across multiple departments and platforms.
Analyzing communication performance and audience engagement data.
Preparing C-suite level presentations and talking points for executives for public and media communications.
Exercise sound judgment in high-visibility or time-sensitive communication situations.
Translate complex operational or technical information into clear public messaging.
Lead and develop professional communications staff.
Anticipate and manage reputational and communication risks.
Coordinate effectively with internal leadership and external stakeholders.
Maintain professionalism, integrity, and accuracy in public-facing communications.

Nice To Haves

Master’s degree in communications, public administration, or a related field.
Experience in a public-sector, transit, transportation, or regulated environment.
Experience managing crisis communications or service disruption messaging.
Experience overseeing digital communication platforms and content strategies.
Demonstrated experience managing communications programs in a public-facing or highly visible organization.
Experience leading professional staff and coordinating across departments.

Responsibilities

Develop and implement communications and marketing strategies that support CATS’ service priorities, operational objectives, and public information needs.
Establish messaging frameworks, tone standards, and content guidelines to ensure consistency and accuracy across communication channels.
Translate organizational priorities and service impacts into clear, audience-appropriate communications.
Oversee development and dissemination of service-related communications, including service changes, disruptions, and planned initiatives.
Ensure timely and accurate communication of operational information to customers and stakeholders.
Coordinate with Operations and Customer Service leadership to align messaging with real-time service conditions.
Lead media relations activities, including press material development (press releases, media advisory, talking points, and more), media inquiries, interviews, and briefings.
Serve as a primary point of coordination for external communications with news outlets and public-facing organizations.
Prepare and support executive leadership for media engagements and public statements.
Lead internal communications for employees ensuring consistent and clear messaging and updates as needed.
Partner with HR and leadership to ensure communication is reaching employees in a timely and ingestible way, ensuring channels being utilized are effective.
Oversee content and performance of digital communication channels, including website content, social media, alerts, and other customer-facing platforms.
Ensure digital communications are accessible, accurate, and aligned with service and messaging priorities.
Monitor communication effectiveness and optimize strategies based on engagement and performance metrics.
Lead development and execution of crisis communication protocols and response strategies.
Coordinate messaging during major incidents, service disruptions, or emergencies in collaboration with Operations, Safety, and executive leadership.
Ensure communications during high-impact events are timely, accurate, and coordinated.
Lead and manage communications staff, including supervisors, specialists, and professional personnel.
Establish performance expectations, accountability structures, and professional development priorities for the communications team.
Build a scalable organization capable of supporting expanding service, customer, and public communication needs.
Coordinate with Marketing, Human Resources, Customer Service, Planning, Operations, Legal, and executive leadership to ensure integrated messaging and communications.
Support agency-wide initiatives through aligned communication strategies and materials.
Participate in cross-functional planning related to service changes and major projects.
Evaluate emerging communications tools, platforms, and best practices to enhance outreach and engagement.
Support development of new communication approaches to improve customer understanding and public awareness.
Implement improvements to communication workflows, standards, and performance tracking.