Chief Member Services Officer

General Function and Scope of Responsibility

Lead the strategy, advocacy, and member relationships that strengthen Missouri’s municipal utility communities. This senior leadership opportunity is ideal for an accomplished, mission-driven executive who can translate member needs into high-impact services, policy leadership, and organizational results.

The Chief Member Services Officer at MPUA serves on the Senior Management team and provides hands-on leadership for member services, government affairs, communications, marketing, and related initiatives. The successful candidate will be a trusted advocate for municipal utilities and a collaborative leader who can build consensus across members, elected officials, regulators, industry partners, and internal teams.

Key Responsibilities:

• Lead and continuously improve services that support member communities operating electric, natural gas, water, wastewater, and broadband utilities.

• Shape, implement, and evaluate the organization’s strategic plan and long-term business objectives in partnership with senior leadership, the Board of Directors, committees, and members.

• Direct state legislative and regulatory advocacy efforts, cultivate relationships with elected and regulatory officials, and develop consensus-based policy positions that advance municipal utility interests.

• Strengthen membership growth, retention, and engagement by building meaningful member relationships, listening to member needs, and enhancing the value of membership.

• Lead communications, marketing, and outreach strategies—including member communications, newsletters, website content, events, and satisfaction efforts—to elevate the organization’s visibility and impact.

• Provide leadership and direction to employees, contractors, and cross-functional teams supporting administrative services, government affairs, environmental and public policy, water/wastewater services, member development, and communications.

• Serve as a key liaison to organizational committees, the Board of Directors, associate members, and industry partners while overseeing budgets, resource allocation, and special projects.

Qualifications:

• A bachelor’s degree in business, public administration, political science, public relations/communications, or a related field.

• At least 10 years of progressive experience involving utility operations, city government, legislative or regulatory affairs, public relations, member services, or closely related leadership work.

• Demonstrated experience in budgeting, financial accountability, and human-resource leadership.

• Exceptional written, verbal, relationship-building, and presentation skills, with the ability to communicate complex issues clearly and persuasively to varied audiences.

• The judgment, diplomacy, and political awareness to represent the organization before city councils, state and national organizations, government officials, and industry stakeholders.

• Ability to travel overnight and work outside the office approximately 20% of the year.

Missouri Public Utility Alliance is an Equal Opportunity Employer.

MPUA’s mission is to deliver industry-leading solutions, robust advocacy, and collaboration to advance local excellence, local control, and local benefit. MPUA serves utilities that are owned by the communities they serve – often referred to as municipal utilities. The utility industry is rapidly changing so it makes it an exciting time for hometown utilities to evaluate their approach to offering low-cost, reliable utility service. MPUA staff members view themselves as an extension of city utility staff members so public service is at the heart of the work completed by MPUA.

What We Offer:

• Comprehensive Benefits: Enjoy 100% employer-paid premiums for you and your family for medical, dental, and vision insurance with low deductibles.

• Retirement Plans: We contribute to the Missouri Local Government Employees Retirement System (LAGERS) and offer additional deferred compensation plans.

• Additional Perks: Benefit from professional development opportunities, generous leave policies, a free on-site fitness center, complimentary beverages, and more.