Position Summary

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.

Essential Duties & Responsibilities

Communications & Public Relations:

• 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

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• 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

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• 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

Internal Communications:

• Develop and implement internal communication strategies
• Ensure effective communication of company policies and procedures to staff

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Member Relations:

• 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

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• 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

Other Duties:

• 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

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• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

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Supervisory and/or Leadership Responsibilities

A full range of supervisory activities, training, evaluation, counseling and recommendation for termination. This includes, but is not limited to, effectively communicating organizational policies and other information to subordinates, ensuring that employees have a clear understanding of their responsibilities.

Knowledge, Skills & Abilities

• Knowledge of communication principles and best practices to include, public relations, media relations, community engagement, government affairs, and digital communications
• Knowledge of how to craft compelling messages and choose the right channels to reach different audiences
• Knowledge of the external landscape to include, political, economic, social, technological, legal, and environmental factors that impact the organization
• Knowledge of industry trends, competitor activities, and relevant policy developments
• Knowledge of relevant regulations and legal frameworks to include, knowledge of laws applicable to regulated entities
• Knowledge of measurement and evaluation techniques to track the effectiveness of external relations initiatives and demonstrate their impact on organizational goals
• Skilled in communication to include, written, verbal, and interpersonal communication
• Skilled in relationship building and networking skills
• Skilled in problem-solving and decision-making
• Skilled in negotiation and persuasion skills
• Skilled in project management
• Skilled in crisis communication skills

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Minimum Qualifications - (Education, Experience)

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

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• The employee may be required to stand; reach with hands and arms, stoop and kneel
• The employee may be required to sit or stand for long periods of time
• The employee may be required to lift, carry, push, pull or move up to 25 pounds
• The employee may be required to travel
• Exempt employees receive a fixed bi-weekly salary to compensate them for all hours worked
• during each pay period
• This position may be required to work more than 40 hours per week

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.