Assistant Director, Shared Services - Benefits - Front Office

California State University, Office of the Chancellor; Long Beach (CA); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health, Dental, Vision benefits

Vacation plan

15 paid holidays a year

Tuition waiver education program

PERS retirement system membership

Job summary

California State University, Office of the Chancellor seeks an Assistant Director, Shared Services - Benefits - Front Office to oversee day-to-day benefits administration and front-office operations. You will manage Benefits Specialists and Leads to ensure timely, accurate support across the employment lifecycle, including enrollment, onboarding, retirements, and ongoing assistance.

You will drive process improvements, ensure data integrity, and align operations with CSU regulations, bargaining

Qualifications

• Bachelor's degree and five years of relevant experience; advanced degree may substitute.
• Three years of supervisory experience.
• Experience in benefits management.
• Experience in managing in a union environment.
• Higher education experience preferred.
• Comprehensive knowledge of benefits regulations (ACA, HIPAA, ERISA, COBRA).
• Knowledge of PeopleSoft HR and benefits systems.

Responsibilities

• Supervise Benefits Specialists and Leads providing employee-facing services including enrollment support and inquiries.
• Oversee inquiries related to benefits, retirement, eligibility, and life events.
• Develop, implement, and refine workflows to improve efficiency and data accuracy.
• Lead annual Open Enrollment activities and related communications and audits.
• Resolve complex benefits and retirement cases requiring policy interpretation.
• Monitor compliance with policies, bargaining agreements, and regulatory requirements.

Skills

Supervisory experience

Benefits management

Union environment experience

Higher education experience

Regulatory knowledge (ACA, HIPAA, COB

HRIS / PeopleSoft HR

Data integrity & process improvement

Education

Bachelor's degree

Tools

PeopleSoft HR

Job description

Join our team at the California State University, Office of the Chancellor, and make a difference in providing access to higher education. We are currently seeking experienced candidates for the position of Assistant Director, Shared Services - Benefits - Front Office.

The CSU Chancellor's Office, located on the waterfront adjacent to the Aquarium of the Pacific in downtown Long Beach, is the headquarters for the nation's largest and most diverse system of higher education. The CSU Chancellor's Office offers a premium benefit package that includes outstanding vacation, health, and dental plans; a fee waiver education program; membership in the California Public Employees Retirement System (PERS); and 15 paid holidays a year.

The recruitment is open to current CSU employees only.

This position may be located at a CSU campus or the Chancellor's office in Long Beach, CA.

Compensation

The anticipated salary hiring range is up to $150,000 per year, commensurate with qualifications and experience.

Work Arrangements

Flexibility to telecommute two days a week, with three days on‑site at the designated reporting campus.

Premium Benefits

• Comprehensive Health, Dental, and Vision Benefits
• Generous vacation plan
• 15 paid holidays a year
• Tuition waiver education program (also applies to eligible family members)
• Membership in the California Public Employees Retirement System (PERS)
• More details here: Comprehensive Benefits Package

Classification

Administrator II

Position Information

The California State University, Office of the Chancellor, is seeking an Assistant Director, Shared Services - Benefits - Front Office to be responsible for overseeing the day‑to‑day administration of benefits administration and operations and ensuring the accuracy, compliance, and efficiency of front‑office processes. This role manages a team of Benefits Specialists and Lead staff to ensure the successful execution of ensuring employees receive timely, accurate, responsive, and consistent support throughout the employment lifecycle, with particular emphasis on benefits enrollment, onboarding, employee transitions, retirement services, and ongoing benefits‑related assistance. The Assistant Director drives process improvements, ensures data integrity, and aligns benefits operations with organizational objectives and regulatory compliance.

Responsibilities

• Supervise and provide direction to Benefits Specialists and Benefits Leads responsible for employee‑facing benefits services, including benefits education, enrollment support, employee inquiries, retirement guidance, and resolution of complex benefits issues.
• Oversee resolution of employee inquiries related to benefits, retirement, eligibility, life events, dependents, and employment changes.
• Develop, implement, and refine workflows, policies, and procedures to increase efficiency and data accuracy.
• Lead annual Open Enrollment activities, including communications, employee support, transaction processing, audits, and issue resolution.
• Research and resolve complex benefits and retirement cases requiring policy interpretation or coordination with internal and external partners.
• Analyze service trends, workflows, and recurring issues and implement procedures, training, and process improvements to enhance efficiency and the employee experience.
• Monitor compliance with organizational policies, bargaining agreements, and regulatory requirements (ACA, HIPAA, COBRA, etc.).
• Partner with HR, Payroll, campus departments, and benefits providers to coordinate employee‑facing benefits services, resolve eligibility and enrollment issues, and ensure employees receive timely, accurate, and consistent support.
• Collaborate with campus leaders, CHRS stakeholders, and Shared Services partners to define and align roles and responsibilities for benefits administration within the shared services model, ensuring consistency with system functionality and standardized business processes.
• Work collaboratively with CHRS Application Development team leadership to ensure recommended business practices, CHRS enhancements and system changes are consistent with the standardization of the shared services model and support campus end user utilization.
• Provide coaching, training, and professional development to team members.
• Identify and implement process improvements, automation, and best practices to enhance operational delivery.
• Manage and safeguard highly sensitive information related to collective bargaining, grievances, and labor relations cases, including the Public Employee Relations Board (PERB) and arbitration matters, ensuring strict confidentiality and compliance.
• Lead and participate in user group and subcommittee meetings to ensure campus contacts remain connected and knowledgeable of Systemwide and outside vendor updates and changes.

Qualifications

• Equivalent to a bachelor's degree in a related field and five years of relevant experience. Additional experience which demonstrates acquired and successfully applied knowledge and abilities shown above may be substituted for the required education on a year‑for‑year basis. An advanced degree in a related field may be substituted for the required experience on a year‑for‑year basis.
• Three years of supervisory experience.
• Experience in benefits management.
• Experience in managing in a union environment.
• Experience in higher education preferred.
• Comprehensive knowledge of applicable federal and state benefits regulations, including ACA, HIPAA, ERISA, and COBRA, with the ability to interpret and apply CSU policies, plan provisions, and collective bargaining requirements.
• Knowledge of HRIS and benefits administration systems, including PeopleSoft HR, and the ability to effectively utilize systems, reporting tools, and data to support operations and decision‑making.
• Demonstrated ability to lead employee‑facing benefits and retirement service operations, establish service standards and workflows, and promote a high‑quality employee experience.
• Ability to supervise, coach, develop, and provide direction to staff while establishing priorities, expectations, and accountability.
• Strong analytical, critical‑thinking, and problem‑solving skills, with the ability to research, elevate, and resolve complex employee and operational issues across multiple stakeholders.
• Ability to exercise sound judgment, discretion, and integrity when handling confidential and sensitive employee information.
• Strong organizational skills with the ability to manage multiple priorities, high‑volume service periods, time‑sensitive matters, and changing operational needs.
• Excellent written, verbal, and interpersonal communication skills, including the ability to clearly explain complex benefits and retirement information to employees and stakeholders.
• Demonstrated ability to build effective working relationships and collaborate with employees, managers, HR and Payroll partners, campus stakeholders, CSU systemwide offices, and external benefits providers.
• Demonstrated commitment to customer service, continuous improvement, and operational excellence, including the ability to use service metrics, audits, employee feedback, and operational trends to improve processes and service delivery.
• Ability to identify operational risks and service issues, make sound decisions, recommend appropriate solutions, and drive issues through resolution.

Application Period

Priority consideration will be given to candidates who apply by October 14, 2026. Applications will be accepted until the job posting is removed.

Equal Employment Opportunity

Consistent with California law and federal civil rights laws, the CSU provides equal opportunity in education and employment without unlawful discrimination or preferential treatment based on race, sex, color, ethnicity, or national origin. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager at (562) 951‑4070.

Title IX

Please view the Notice of Non-Discrimination on the Basis of Gender or Sex and Contact Information for Title IX Coordinator at: https://www2.calstate.edu/titleix

E-Verify

This position requires new hire employment verification to be processed through the E-Verify program administered by the Department of Homeland Security, U.S. Citizenship and Immigration Services (DHSUSCIS) in partnership with the Social Security Administration (SSA). If hired, you will be required to furnish proof that you are legally authorized to work in the United States. The CSU Chancellor’s Office is not a sponsoring agency for staff and Management positions (i.e., H1-B VISAS).

COVID-19 Vaccination Policy

Per the CSU COVID-19 Vaccination Policy , it is strongly recommended that all Chancellor’s Office employees who are accessing office and campus facilities follow COVID-19 vaccine recommendations adopted by the U.S. Centers for Disease Control and Prevention (CDC) and the California Department of Public Health (CDPH) applicable to their age, medical condition, and other relevant indications.

Mandated Reporter

The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Conflict of Interest

The duties of this position will include participation in decisions that may have a material financial benefit to the incumbent. Therefore, the selected candidate will be required to file Conflict of Interest Form 700: Statement of Economic Interest when they first occupy the position, and on an annual basis, complete ethics training within 6 months of appointment, and attend this training every other year thereafter.

Out of State Employment Policy

California State University, Office of the Chancellor, as part of the CSU system, is a State of California Employer. As such, the University requires all employees upon date of hire to reside in the State of California. As of January 1, 2022, the CSU Out-of-State Employment Policy prohibits the hiring of employees to perform CSU-related work outside the state of California.

Background

The Chancellor's Office policy requires that the selected candidate successfully complete a full background check (including a criminal records check) prior to assuming this position.

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