Senior Manager Communications
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
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Develop and implement communications and marketing strategies that support CATS’ service priorities, operational objectives, and public information needs.
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Establish messaging frameworks, tone standards, and content guidelines to ensure consistency and accuracy across communication channels.
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Translate organizational priorities and service impacts into clear, audience-appropriate communications.
Public Information & Service Messaging
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Oversee development and dissemination of service-related communications, including service changes, disruptions, and planned initiatives.
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Ensure timely and accurate communication of operational information to customers and stakeholders.
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Coordinate with Operations and Customer Service leadership to align messaging with real-time service conditions.
Media Relations, External Communications
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Lead media relations activities, including press material development (press releases, media advisory, talking points, and more), media inquiries, interviews, and briefings.
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Serve as a primary point of coordination for external communications with news outlets and public-facing organizations.
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Prepare and support executive leadership for media engagements and public statements.
Internal Communications
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Lead internal communications for employees ensuring consistent and clear messaging and updates as needed.
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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
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Oversee content and performance of digital communication channels, including website content, social media, alerts, and other customer-facing platforms.
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Ensure digital communications are accessible, accurate, and aligned with service and messaging priorities.
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Monitor communication effectiveness and optimize strategies based on engagement and performance metrics.
Crisis & Incident Communications
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Lead development and execution of crisis communication protocols and response strategies.
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Coordinate messaging during major incidents, service disruptions, or emergencies in collaboration with Operations, Safety, and executive leadership.
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Ensure communications during high-impact events are timely, accurate, and coordinated.
Organizational Leadership & Talent Management
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Lead and manage communications staff, including supervisors, specialists, and professional personnel.
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Establish performance expectations, accountability structures, and professional development priorities for the communications team.
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Build a scalable organization capable of supporting expanding service, customer, and public communication needs.
Cross-Functional Coordination
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Coordinate with Marketing, Human Resources, Customer Service, Planning, Operations, Legal, and executive leadership to ensure integrated messaging and communications.
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Support agency-wide initiatives through aligned communication strategies and materials.
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Participate in cross-functional planning related to service changes and major projects.
Continuous Improvement & Innovation
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Evaluate emerging communications tools, platforms, and best practices to enhance outreach and engagement.
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Support development of new communication approaches to improve customer understanding and public awareness.
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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
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Principles and practices of public communications, media relations, and public information management.
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Crisis communication strategies and incident response communication protocols.
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Digital communications platforms, social media content strategy and development, content management systems, and engagement metrics.
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Public-sector communication environments and transparency expectations.
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Accessibility standards and inclusive communication practices.
Skill in
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Developing and executing communications strategies aligned to operational priorities.
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Managing multi-channel integrated marketing and communication efforts including traditional and non-traditional media platforms.
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Managing media relations and responding to public inquiries.
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Coordinating messaging across multiple departments and platforms.
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Analyzing communication performance and audien