Director of Employee, Customer & Community Services

Company Name: Central Lincoln
City: Newport
State/Provence: Oregon
Zip: 97365
Job Title: Director of Employee, Customer & Community Services
Number of Openings: 1
Position Type: Management
Posting Start Date: January 17, 2017
Salary: $141,660 - $172,188
Salary Per: Per Year
Work Time Type: Hours

The first application review: January 30, 2017

Apply online:


This senior management position is tasked with directing and managing the activities, projects, programs and operations of Human Resources, Energy Management Services, Customer Service and Public Affairs.  The Director of Employee, Customer & Community Services plays an important role in cross-departmental teams, special projects, and Central Lincoln’s Leadership Team – helping develop and accomplish organizational business objectives and to achieve the strategic goals as established by the Board of Directors and General Manager.



Duties may include, but are not limited to:

Provides leadership to Central Lincoln in achieving not only the Employee, Customer & Community Services goals, but also the strategic goals of the organization.  Initiates and manages strategic planning and policy development for Human Resources, Safety, Energy Management Services, Key Accounts, Customer Service and Public Affairs.  Evaluates existing practices within areas of responsibility and makes recommendations to obtain desired results.

Provides leadership and strategic direction for all functional areas of Human Resources and Safety, including but not limited to compensation, benefits, organizational development, HRIS, labor relations, employee relations, affirmative action, legal compliance and employee safety and wellness.  Ensures delivery of quality and timely customer service, effective employee relations and compliance with applicable employment laws and regulations.

Oversees and directs the Customer Service function including business offices in Reedsport, Florence and Newport.  Establishes and implements customer service rules and regulations that align with Board direction and serve Central Lincoln’s customer-owners.  Ensures consistency, equity and appropriate cost allocation in the interpretation of policies across the utility.

Provides leadership and strategic direction to professional staff charged with developing and implementing communications and marketing strategies, goals, and work plans including community outreach and engagement; media relations; website; social media channels; marketing and advertising; local, state and federal governmental affairs; surveys and research; energy and water education programs; and creative services and graphic design work.

Participates as a member of the Leadership Team in developing policies, strategies, goals, work plans, and procedures for meeting established Board direction and organizational business strategies that support the mission, vision and values of Central Lincoln.  Advises General Manager on human resource, customer service, energy management and public affairs strategies and goals.

Directs changes in priorities and schedules as needed to ensure work is completed in an efficient and timely manner.  Develops short and long range plans and goals.

Exercises full scope of supervision over designated staff and supervisors.  Works with Human Resources to resolve grievances and other sensitive personnel matters.  Provides training and motivation to meet changing business needs and maximize effectiveness of staff.

Develops and administers work plans and budgets; approves expenditures; and implements adjustments to ensure effective resource allocation and fiscal management.

Negotiates and administers contracts and leases.  Authorizes payments for services and monitors for compliance with contracts and Central Lincoln’s purchasing rules and regulations.

Monitors and reviews the effectiveness of established policies, procedures, systems and practices and implements corrective action as necessary.

Interprets, oversees, and ensures compliance with Federal, State, and local laws, regulations, codes, and/or standards.  Monitors, evaluates, and communicates the impact of potential legal or regulatory changes on Central Lincoln.

Other related duties as assigned.

Experience Required:


Knowledge of:

  • Principles and practices of human resources, customer service, energy management, and public affairs.
  • Principles and practices of leadership, public administration, supervision, and organizational management.
  • Principles and practices of program and policy development and administration.
  • Budget, cost control, financial and economic concepts.
  • Personal computer applications and related software.


Skills in:

  • Analyzing and solving complex problems, including the development of alternatives and options and implementation of corrective action to resolve problems.
  • Developing, implementing, and applying policies and procedures.
  • Reading, reviewing, and analyzing complex information.
  • Communicating complex information in a straightforward manner.
  • Managing legal and regulatory changes.


Ability to:

  • Employ effective planning, communication and organizational skills including budget forecasting, cost control, project management and long range planning.
  • Organize and successfully manage competing priorities for time, attention and resources to meet requirements for cost, quality, and timeliness of services and other deliverables to meet strategic goals and objectives.
  • Plan, organize, prioritize, coordinate, direct, and supervise employees.  Develop and motivate employees and promote an atmosphere of teamwork and productivity with integrity by exemplifying desired and appropriate behaviors.
  • Resolve issues and solve problems in a collaborative and respectful manner.
  • Demonstrate cultural competency through respectful, inclusive work habits and through the valuing and welcoming of cultural differences in all position responsibilities.
  • Use independent and discretionary judgment.
  • Communicate clearly, concisely, effectively and respectfully, orally and/or in writing with a diverse audience including employees, customers, contractors, agencies and the general public.
  • Establish and maintain effective working relationships with those contacted in the course of work, both individually and as a team member.



  • Requires ten years of progressively responsible experience in customer service, energy management, human resources or public affairs.  Experience must include at least three years of management or supervisory responsibilities at the program management level.
  • Requires Bachelor’s degree from an accredited college or university in public policy, business administration, accounting or a related field.
  • An equivalent combination of experience and training that demonstrates the required knowledge, skills, and abilities may be qualifying
  • Valid driver’s license:  Yes
  • Post-offer background check required:  Yes
  • Post-offer drug test required:  No
  • Post-offer physical/functional test required:  No
  • Apprenticeship or other education/training required as a condition of employment, or progression or advancement:  None
  • FLSA Status:  Exempt



  • Reports to the General Manager.
  • Provides supervision and technical oversight to designated staff.
Posting End Date: February 16, 2017