Director of Government & Customer Relations

Director of Government & Customer Relations

Join to apply for the Director of Government & Customer Relations role at Northeast Ohio Regional Sewer District

Responsible for the local and regional government affairs and customer relations functions at the Sewer District. Manages and directs the Sewer District’s efforts of developing and cultivating relationships with government municipalities at all local levels including cities, counties, civic organizations and other community and business stakeholders. Directs government affairs activities as they relate to the Sewer District’s mission and strategic plan.

Manages the Customer Relations department and emphasizes the importance of overall customer satisfaction. Performs other duties of a similar nature as may be required.

• Develops and oversees the execution of strategic goals for the government affairs and customer relations functions based on the objectives of the Sewer District.
• Builds and maintains local and regional relationships including elected officials, government administrations, community and business stakeholders to foster two-way communications.
• Represents the Sewer District at events with local and regional government agencies, community stakeholders, local and national organizations.
• Advises all departments regarding the Sewer District’s interest in local government affairs. Facilitates internal communications between relevant departments to maintain coordinated Sewer District-wide government affairs activities.
• Oversees the department’s workforce development programs and student initiatives, including all associated contracts. Leads and coaches program managers as needed.
• Oversees customer relations communication channels for effective, seamless and targeted approach to customer contact at all levels. Monitors customer relations results and metrics.
• Leads, directs, supervises and coaches the department managers and staff to achieve performance goals. Assigns and reviews work. Provides staff access to training and resources to perform at the highest level. Creates development plans for managers and staff and monitors effectiveness of talent.
• Manages the coordination of Suburban Council of Governments (SCOG) meetings and processes.
• Prepares and oversees department’s operating budget and control expenditures.
• Performs other duties of a similar nature as may be required.

Candidate must possess a bachelor’s degree preferably in Political Science, Public Policy, Public Relations, Communications, Public Administration or a closely related field.

• Candidate must possess ten (10) years of experience in government affairs and/or community or public relations.
• Experience must include five (5) years of supervising, managing, and/or leading people, projects, and/or processes.

Candidate must possess a valid driver’s license with a driving record in accordance with the Sewer District’s acceptable guidelines.

• Candidate must have the ability to fully learn the work and strategic direction of the Sewer District and communicate it to a variety of audiences.
• Candidate must possess effective written and verbal communication, organizational skills and decision-making abilities.
• Candidate must possess strong team leadership and people management skills.
• Candidate must possess the ability to effectively plan, coordinate, establish and maintain effective working relationships and prioritize workloads based on available resources.
• Candidate must possess negotiation and conflict resolution skills to address issues and opportunities for improvement.

During the course of performing the essential functions of this position, the employee must be able to analyze, communicate, comprehend, coordinate, make decisions, possess general intelligence, interact, interpret, negotiate, possess numerical intelligence, organize, problem solve, have resilience and perform tasks. Physical work will need to be performed, such as balancing, bending, climbing, crouching, driving, feeling, kneeling/squatting, reaching, sitting, standing,…