Charlotteairport
Operations Communications Specialist
Charlotteairport, Charlotte, North Carolina, United States, 28245
Operations Communications Specialist page is loaded## Operations Communications Specialistlocations:
Charlotte-Mecklenburg Government Centertime type:
Full timeposted on:
Posted Todaytime left to apply:
End Date: December 30, 2025 (13 days left to apply)job requisition id:
JR103003Date Opened: Tuesday, December 16, 2025 12:00 AMClose Date: Tuesday, December 30, 2025 12:00 AMDepartment: Charlotte Area Transit System DepartmentPublic RelationsSalary: $59,134.00 - $73,917.00 Commensurate with Experience**Welcome to the City of Charlotte**Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.Our guiding principles include:* Attracting and retaining a skilled and diverse workforce* Valuing teamwork, openness, accountability, productivity, and employee development* Providing all customers with courteous, responsive, accessible, and seamless quality services* Taking initiative to identify, analyze, and solve problems* Collaborating with stakeholders to make informed decisions**SUMMARY**The Operations Communications Specialist is a critical position for rider and employee communications as we continue to enhance internal and external communications. This position is responsible for receiving and responding to light rail, streetcar, bus service, and security notifications from our Rail and Bus Operations Control Center. This Operations Communications Specialist will provide incident and service notifications to riders as well as responds to reports provided by riders through mobile/online application(s). Responsive to customers, media, CATS leadership, as well as liaisons between operations and security staff co-located inside the Operations Control Center. Position uses a variety of communication channels and technology platforms to provide real-time service information during planned and unplanned service disruptions. Utilizes communication skills to assist with other communications needs in the Operations and Safety and Security Departments. Some evenings, weekends, and non-traditional hours are required, particularly during emergencies, inclement weather, or major events. This position reports to the CATS Communications Manager.**Major Duties and Responsibilities:*** Communicate with customers using the various digital channels.
Read and edit real-time unplanned detours, service disruptions, bus stop closures, etc. so that they are understandable to the customer.
Translate transit jargon into a format that is easily understood by the customer.
Determine how best to serve the customer based on information received by understanding the agency structure and department responsibilities.* Monitor real-time information to make decisions about communications to the public.
This position will have access to all real-time information and camera systems, and other community resources.
This information will be utilized to inform customers of disruptions that may impact our service and their transit travel plans.* Triages and responds to alerts from the safety & security mobile app and texting service, which includes being responsive to customers, providing direction to operations and security staff, communicating, as needed, to the larger ridership and using discernment and training to determine best of course of action.
Identifies message classification and priority based on the information gathered during the triage.* Provides real-time bus and rail service alerts via web, SMS, email and CATS mobile application(s). Populates other communication channels with planned and unplanned service alert information.* Provides additional customer service and communication support during incidents that affect bus and rail service, including creating verbal announcements, informing Customer Service staff, sharing with CATS employees, stakeholders and responding to any news or social media inquiries.* Monitors multiple communications channels and notification services and responds with accurate and timely information, in friendly, helpful tone.* Collaborates with operations, security and Customer Service staff to create seamless communication and effectively manage a service or security disruption.* Transitions into the field, as necessary, to support customer communication and Operations.* Support the CATS Safety Culture by reporting safety concerns and following Agency Safety Plan guidelines.* Supports the development of content for agency communication channels, service and/or rider promotions, rider testimonials, news releases, internal communications, etc.* Prepares a variety of reports and correspondence for management review. This may include documentation and metrics.* Performs other duties as assigned.**Knowledge, Skills and Abilities:*** Knowledge of Mac and PC operating systems, Microsoft Office and Adobe Creative Cloud.* Basic knowledge of HTML/CSS and content management systems.* Knowledge of CATS services and service area* Knowledge of transit operations terminology and jargon.* Strong computer skills using software such as Word and other windows- based applications.* Proven social media skills* Detail Oriented* Strong written and verbal communication skills* Skill to communicate with a diverse customer base* Skill in navigating, posting, editing, and responding on or in social media sites* Skills and experience in working in a complex, multifunctional department committed to customer communication and team environment* Ability to read and interpret directional relationships and movement on a map* Ability to multi-task and prioritize in a fast-paced environment* Ability to adapt to changing and unknown circumstances regarding service disruptions* Ability to manage multiple incidents simultaneously* Ability to work independently* Ability to distill detail into messages in order to communicate succinctly to customers* Ability to work varying hours, nights, weekends, and holidays.* Must have the ability to communicate information accurately; to speak clearly and concisely; to write accurately and succinctly according to the audience; to understand and follow instructions; and ability to function effectively during emergencies, stressful situations, and periods of heavy communication traffic.* Position requires self-motivation with sound judgment, discretion, and good time management skills; and the ability to handle calls from the public and other agencies in a professional manner.* Must be willing to work in the field, on occasion, for special events.**Minimum Qualifications:*** Bachelor’s degree in English, Public Relations, Public Administration, Journalism, Communications, or related field.* Equivalent combinations of education and experience may be considered.**Preferred Qualifications:*** Experience working with social media for a company, government agency, school or non-profit organization.* Experience working in a complex, multifunctional department committed to customer communication and team environment.* Experience working and communicating with a diverse customer base.* Experience working in operations, transportation, safety and/or customer relations.**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 #J-18808-Ljbffr
Charlotte-Mecklenburg Government Centertime type:
Full timeposted on:
Posted Todaytime left to apply:
End Date: December 30, 2025 (13 days left to apply)job requisition id:
JR103003Date Opened: Tuesday, December 16, 2025 12:00 AMClose Date: Tuesday, December 30, 2025 12:00 AMDepartment: Charlotte Area Transit System DepartmentPublic RelationsSalary: $59,134.00 - $73,917.00 Commensurate with Experience**Welcome to the City of Charlotte**Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.Our guiding principles include:* Attracting and retaining a skilled and diverse workforce* Valuing teamwork, openness, accountability, productivity, and employee development* Providing all customers with courteous, responsive, accessible, and seamless quality services* Taking initiative to identify, analyze, and solve problems* Collaborating with stakeholders to make informed decisions**SUMMARY**The Operations Communications Specialist is a critical position for rider and employee communications as we continue to enhance internal and external communications. This position is responsible for receiving and responding to light rail, streetcar, bus service, and security notifications from our Rail and Bus Operations Control Center. This Operations Communications Specialist will provide incident and service notifications to riders as well as responds to reports provided by riders through mobile/online application(s). Responsive to customers, media, CATS leadership, as well as liaisons between operations and security staff co-located inside the Operations Control Center. Position uses a variety of communication channels and technology platforms to provide real-time service information during planned and unplanned service disruptions. Utilizes communication skills to assist with other communications needs in the Operations and Safety and Security Departments. Some evenings, weekends, and non-traditional hours are required, particularly during emergencies, inclement weather, or major events. This position reports to the CATS Communications Manager.**Major Duties and Responsibilities:*** Communicate with customers using the various digital channels.
Read and edit real-time unplanned detours, service disruptions, bus stop closures, etc. so that they are understandable to the customer.
Translate transit jargon into a format that is easily understood by the customer.
Determine how best to serve the customer based on information received by understanding the agency structure and department responsibilities.* Monitor real-time information to make decisions about communications to the public.
This position will have access to all real-time information and camera systems, and other community resources.
This information will be utilized to inform customers of disruptions that may impact our service and their transit travel plans.* Triages and responds to alerts from the safety & security mobile app and texting service, which includes being responsive to customers, providing direction to operations and security staff, communicating, as needed, to the larger ridership and using discernment and training to determine best of course of action.
Identifies message classification and priority based on the information gathered during the triage.* Provides real-time bus and rail service alerts via web, SMS, email and CATS mobile application(s). Populates other communication channels with planned and unplanned service alert information.* Provides additional customer service and communication support during incidents that affect bus and rail service, including creating verbal announcements, informing Customer Service staff, sharing with CATS employees, stakeholders and responding to any news or social media inquiries.* Monitors multiple communications channels and notification services and responds with accurate and timely information, in friendly, helpful tone.* Collaborates with operations, security and Customer Service staff to create seamless communication and effectively manage a service or security disruption.* Transitions into the field, as necessary, to support customer communication and Operations.* Support the CATS Safety Culture by reporting safety concerns and following Agency Safety Plan guidelines.* Supports the development of content for agency communication channels, service and/or rider promotions, rider testimonials, news releases, internal communications, etc.* Prepares a variety of reports and correspondence for management review. This may include documentation and metrics.* Performs other duties as assigned.**Knowledge, Skills and Abilities:*** Knowledge of Mac and PC operating systems, Microsoft Office and Adobe Creative Cloud.* Basic knowledge of HTML/CSS and content management systems.* Knowledge of CATS services and service area* Knowledge of transit operations terminology and jargon.* Strong computer skills using software such as Word and other windows- based applications.* Proven social media skills* Detail Oriented* Strong written and verbal communication skills* Skill to communicate with a diverse customer base* Skill in navigating, posting, editing, and responding on or in social media sites* Skills and experience in working in a complex, multifunctional department committed to customer communication and team environment* Ability to read and interpret directional relationships and movement on a map* Ability to multi-task and prioritize in a fast-paced environment* Ability to adapt to changing and unknown circumstances regarding service disruptions* Ability to manage multiple incidents simultaneously* Ability to work independently* Ability to distill detail into messages in order to communicate succinctly to customers* Ability to work varying hours, nights, weekends, and holidays.* Must have the ability to communicate information accurately; to speak clearly and concisely; to write accurately and succinctly according to the audience; to understand and follow instructions; and ability to function effectively during emergencies, stressful situations, and periods of heavy communication traffic.* Position requires self-motivation with sound judgment, discretion, and good time management skills; and the ability to handle calls from the public and other agencies in a professional manner.* Must be willing to work in the field, on occasion, for special events.**Minimum Qualifications:*** Bachelor’s degree in English, Public Relations, Public Administration, Journalism, Communications, or related field.* Equivalent combinations of education and experience may be considered.**Preferred Qualifications:*** Experience working with social media for a company, government agency, school or non-profit organization.* Experience working in a complex, multifunctional department committed to customer communication and team environment.* Experience working and communicating with a diverse customer base.* Experience working in operations, transportation, safety and/or customer relations.**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 #J-18808-Ljbffr