Senior Manager Communications

Charlotte, North Carolina; Charlotte, Northern (NC, KY); Hybrid; USD 99,000 - 142,000; Full time

Job summary

The Senior Manager of Communications at Charlotte Area Transit System (CATS) leads the agency's communications and information functions, ensuring clear, accurate, and timely messaging to customers, stakeholders, and the community. Reporting to the Director of Marketing and Communications, this role drives integrated strategies that support service delivery, build ridership, and promote public trust.

This role oversees media relations, digital communications, internal communications, and crisis

Qualifications

• Bachelor's degree in communications, public relations, journalism, marketing, public administration, or related field.
• Ten years of progressively responsible experience in public communications, media relations, or public information.
• Master's degree in communications, public administration, or related field.
• Experience in 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 organization.
• Experience leading professional staff and coordinating across departments.

Responsibilities

• Develop and implement communications strategies aligned to service priorities.
• Oversee service-related communications, including changes and disruptions.
• Lead media relations activities and support executive communications.
• Lead internal communications for employees with HR and leadership.
• Oversee digital channels and ensure accessibility and accuracy.
• Lead crisis communication during incidents with leadership.
• Coordinate messaging across departments to ensure consistency.
• Evaluate tools and innovate to improve engagement.

Skills

Public communications leadership

Media relations

Crisis & incident communication

Digital communications

Internal communications

Cross-functional collaboration

Education

Bachelor's degree in communications or related field

Master's degree preferred

Tools

Content Management Systems

Social media management tools

Job description

Department: Charlotte Area Transit System Department Salary: $98,731.00 - $141,926.09 Commensurate with Experience Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we're committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service. This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long-term investment in mobility. It's an important and exciting step forward for transit in our region. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs. The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We're excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY

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.

Major Duties and Responsibilities:

Communications Strategy & Message Governance

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.

Public Information & Service Messaging

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.

Media Relations, External Communications

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.

Internal Communications

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.

Digital & Multi-Channel Communications

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.

Crisis & Incident Communications

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.

Organizational Leadership & Talent Management

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.

Cross-Functional Coordination

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.

Continuous Improvement & Innovation

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.

Core Competencies

• Public Communications Leadership – Provides strategic and operational leadership for agency-wide public information and communications.
• Message Governance & Consistency – Establishes clear standards to ensure accurate, coordinated messaging across platforms.
• Media Relations & Public Information – Manages media engagement and public narratives effectively.
• Crisis & Incident Communication – Leads communications during high-impact or time-sensitive events.
• Digital Communications Management – Oversees multi-channel communication strategies and performance.
• Organizational Leadership & Talent Development – Builds and leads a high-performing communications team.
• Cross-Functional Collaboration – Integrates communications with operational and strategic initiatives.

Knowledge, Skills & Abilities

Knowledge of:

• 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.

Skill in:

• 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.

Ability to:

• 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.

Minimum Qualifications

Bachelor's degree in communications, public relations, journalism, marketing, public administration, or a related field and ten (10) years of progressively responsible experience in public communications, media relations, or public information, or an equivalent combination of education and experience.

Preferred Qualifications

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.

Working Environment and Physical Demands

The Senior Manager of Communications works primarily in an office environment, but regularly participates in meetings, public events and operational briefings related to service communications and outreach. The role requires frequent use of computers, phones and digital communication platforms and may involve work outside of normal business hours—including weekends—during service disruptions, emergencies, or major public initiatives. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Conditions of Employment

The City's Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check. Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate's written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports. Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments. The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior. Our culture is to serve the community honorably.

Benefits

The City of Charlotte provides a comprehensive benefits package to eligible employees.

The City of Charlotte is a drug and alcohol-free workplace.

Our City, Our Mission

When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future. The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all. As public servants, we are guided by a clear mission: to be committed to exceptional service every day. No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us. We are a values-driven organization, working collaboratively, acting with integrity and delivering reliable results. We embrace a forward-thinking mindset, encouraging curiosity, innovation and continuous improvement. The City of Charlotte is committed to making our services and programs accessible to all. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

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