Vice President, External Relations

Pedernales Electric Cooperative • Johnson City, TX

306d • Hybrid

About The Position

This position is responsible for the development and execution of external and internal communications strategies for the Cooperative. This position is also responsible for providing leadership and strategic direction for the External Relations function, which includes customer care operations, quality assurance, correspondence, and scholarship programs. This position manages and represents the interests and positions of the Cooperative with external facing entities, including, regional and local governments, quasi-governmental entities, and trade organizations.

Requirements

• Bachelor's Degree in a related field
• Seven years of progressive leadership experience in managerial or supervisory positions
• Experience in the electric utility industry; experience with ERCOT market preferred

Nice To Haves

• MBA or Master's degree in a related field preferred

Responsibilities

• Establish the vision and direction for external communications, aligning with the cooperative's strategic goals and objectives
• Actively identify and implement external relations needs and strategies
• Represent the cooperative to internal and external stakeholders
• Ensure that the Board of Directors' policy decisions and positions are appropriately represented and communicated to external entities
• Manage and improve the cooperative's reputation as an effective, active market participant and contributor
• Represent and promote the Cooperative's interests and positions to the utility industry, trade associations, citizen commissions, community organizations, and business and utility customers
• Serve as or oversee the Cooperative spokesperson in a variety of capacities
• Ensure timely responses to media inquiries and quickly and diplomatically address issues that may arise
• Oversee the successful implementation of communications and community engagement strategies and programs
• Manage cooperative communications to develop and implement effective external corporate communications
• Oversee community engagement to develop and implement outreach and community engagement activities
• Oversee social media accounts' design, campaign development, and strategic vision
• Suggest and implement new features to develop brand awareness
• Remain up-to-date with current technologies and trends in social media, design tools, and applications
• Ensure the cooperative proactively communicates priority issues to the media and other external entities in a timely and accurate manner
• Continuously monitor and evaluate external relations activities
• Maintain strong relationships with news reporters and editors
• Enforce communication and brand standards across the organization
• Develop and review operating procedures for all components of communications and community engagement
• Participate in Board of Directors meetings, providing updates and insights related to external relations, member service, and related areas
• Continuously monitor and evaluate external and internal communication activities and identify continuous quality improvement opportunities
• Develop and implement internal communication strategies
• Ensure effective communication of company policies and procedures to staff
• Oversee all aspects of the member experience, ensuring responsive and comprehensive interaction
• Implement member service strategies and programs to support and align with organizational goals, including process improvement strategies, methodologies, and efficiency gains
• Administer member service policies, processes, and procedures
• Respond to membership issue resolution, service requests, and complex customer relations related to cooperative bylaws, business rules, and tariffs
• Implement Board of Directors directives related to member satisfaction and service programs
• Oversee contact center operations, ensuring service level performance results in responsive member engagement
• Manage cross-departmental interactions to improve member services workflow and enhance the member experience
• Develop systems and processes that ensure continuity of operations during any disaster recovery or emergency situations
• Establish metrics and prepare monthly reports on customer service performance
• Evaluate cooperative member care operations, quality assurance, and correspondence
• Benchmark customer care trends and best practices in member services
• Provide high-level advice to the Chief Administrative Officer regarding member services, internal and external communications, and the implementation of agreed management decisions
• Supervise the work of office, administrative, or member service employees
• Provide employees with guidance in handling difficult or complex problems
• Implement corporate and departmental policies, procedures, and service standards
• Discuss job performance problems with employees
• Teach and instruct employees in job duties and company policies
• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Perform other related duties as necessary or assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Utilities
• Education Level: Bachelor's degree