Director of Community Relations

Salary : $133,232.00 - $166,541.00 Annually
Location : Carrboro, NC, NC
Job Type: Full-Time
Job Number: 00240
Department: Community Relations
Opening Date: 11/02/2026
Closing Date: 11/23/2026 11:59 PM Eastern

Description
OWASA is seeking a strategic, community-minded Director of Community Relations to lead our communications, customer assistance, and customer service management initiatives. We are grateful to be our community's trusted partner for clean water and environmental protection. Through teamwork and collaboration, we deliver valuable water and wastewater services essential for our community.

Examples of Duties
Key Responsibilities

• Establish the overall communication plan and evaluate the effectiveness of the communications efforts. Coordinate community messaging with local jurisdictions and regional partners to promote clear, consistent, timely, and accessible information on issues of shared interest, including public projects, policies, water supply conditions, emergencies, and other community-wide initiatives. Organize and lead community engagement campaigns related to OWASA policies, capital projects, organizational budget, and other strategic projects and programs.
• Ensure timely, accurate and relevant information is provided to various stakeholders including the Executive Director, OWASA staff, and the OWASA Board; provide reports and coordinate efforts with local municipalities and the University of North Carolina.
• Professionally represent OWASA's values to the public, decisionmakers, and other community members. Regularly required to attend and present at evening Board and community meetings.
• Serve as Public Information Officer during emergency situations, ensuring timely and accurate information; available to respond outside of business hours. Emergency communications coverage is coordinated within the communications team.
• Responsible for all aspects of billing, collection, and customer service activities; handle customer escalations; assess the overall satisfaction of customers in their interactions with the organization; identify and pursue technological opportunities to improve the customer experience and ensure secure and efficient interactions.
• Oversee all aspects of the organization's customer assistance program by ensuring fair and equitable distribution of funds to those in need; assess the adequacy of funding versus needs for assistance and pursue additional opportunities; monitor distribution of funds; work with various partners to administer the program; develop promotional materials and activities.
• Build and manage departmental budget and plans; ensure compliance with all federal, state, and local regulations, as well as internal policies.
• Support and lead a team of professionals in the following positions: Public Information Officer and Customer Service Manager.
• Perform any other related duties as required or assigned.

Typical Qualifications
Qualifications

• Requires a bachelor's degree in business, public administration, communications, marketing or related field.
• Minimum of seven years' experience in communications or customer relations with three years of supervisory experience, or equivalent combination of education and experience.
• Extensive background in community outreach and driving community engagement initiatives.
• Outstanding communication skills and the ability to lead, mentor, and coach.
• Availability outside regular business hours for emergency communications and evening meetings.
• Service-oriented attitude, professionalism, and a passion to foster a diverse and inclusive work environment are necessary.
• Ability to establish and maintain respectful and harmonious relationships with others both inside and outside the organization.
• Strong understanding of municipal and utility billing operations is preferred.
• Prior experience working with customer affordability strategies and programs is preferred.
• Well-versed in the unique dynamics of the Carrboro/Chapel Hill community is preferred.

Supplemental Information
Pay and Benefits

• Hiring Range is $133, 232 - $166, 541
• Membership in the NC Local Government Employee Retirement System
• 5% Employer 457 Deferred Compensation contribution
• Retirement Health Savings account
• Employer provided life insurance
• Employer paid Health, Dental, Vision, Life insurance, Dependent Life, Long-term Disability
• Vacation, Sick, Personal, Bereavement and Parental Leave
• Twelve Paid Holidays
• Educational Reimbursement: Bonus Pay for Additional Certifications and/or Education

• Cell Phone Stipend
• Ability to transfer unused sick leave from preceding NC Local Government or state agency employer

Position is based in Carrboro, North Carolina. Under OWASA's regular telework and flexible scheduling programs, this position may be considered for an approved arrangement after completing the initial six-month on-boarding period. Telework arrangements may include up to two days per week. Arrangements depend on job responsibilities, employee performance, approval, and operational needs. Onsite attendance is required.
Team members are our most important resource. OWASA is an Equal Opportunity Employer, and we value diverse experiences. We provide competitive pay and benefits in a safe, rewarding work environment.? This application window will close November 23, 2026; the target start date is mid-January 2027.
See OWASA's website for details.
01

The position requires a bachelor's degree in business, public administration, communications, marketing, or related field with a minimum of seven years' experience in communications or customer relations with three years of supervisory experience, or equivalent combination of education and experience. Describe your relevant experience towards meeting this requirement.
02

Describe a time when you led a strategic communications or community engagement initiative involving a complex, sensitive, or high-impact issue. How did you develop your communications strategy, engage diverse stakeholders, address concerns, and evaluate the effectiveness of your efforts?
03

Describe a situation in which you managed a significant customer service challenge or escalated customer complaint, particularly one involving a billing dispute, financial hardship, public policy, or a loss of public trust. How did you investigate the issue, coordinate with others, ensure a fair and equitable resolution, and communicate the outcome?
04

Describe your experience leading and developing a team responsible for multiple functions, such as communications, customer service, or community relations. How have you established priorities, managed competing demands and departmental resources, and held staff accountable while fostering collaboration and delivering measurable results?
Required Question