Director, Member Services

STRS Ohio; Columbus (OH); On-site; USD 142,833 - 174,574; Full time

Benefits offered by this job

Comprehensive benefits package

On-site parking

Educational assistance

Subsidized medical insurance

Fully paid dental and life insurance

Vacation and sick leave

Retirement benefits

On-site fitness center

Job summary

A public retirement system in Columbus, Ohio, is seeking a Director of Member Services to lead all member education and service delivery functions. You will drive cross-functional collaboration and establish performance metrics to enhance member experience. Qualified candidates should have extensive leadership experience and a background in customer service within regulated environments. This is a full-time onsite position with a comprehensive benefits package.

Qualifications

• Minimum of seven‑ten years of progressive leadership experience.
• At least five years managing leaders of leaders.
• Experience in public sector or pension administration preferred.

Responsibilities

• Lead, coach and inspire a team of managers and supervisors.
• Drive cross‑functional collaboration between member services.
• Establish and manage a robust set of key performance indicators.

Skills

Leadership

Data Analysis

Member Services

Collaboration

Education

Bachelor’s degree in business or related field

Master’s degree or advanced certification

Job description

Director, Member Services – STRS Ohio

STRS Ohio is one of the nation’s largest retirement systems, serving over 500,000 public‑school teachers and university faculty members, managing approximately $96.9 billion in assets and paying more than $7 billion in benefits annually.

We provide a competitive pay and comprehensive benefits package, including on‑site parking, educational assistance, subsidized medical insurance, fully paid dental and life insurance, vacation and sick leave, retirement benefits, and an on‑site fitness center. We welcome, celebrate, and promote respect for everyone.

Compensation

$158,704 or commensurate with education and experience

Work Schedule

8:00 am‑5:00 pm Monday through Friday (Onsite)

General Summary

Under the direction of the deputy executive director, chief benefits officer, Member Benefits, this position is the visionary leader responsible for all member education and service delivery functions at State Teachers Retirement System of Ohio. The Director champions a member‑centric culture, ensuring every member interaction reflects STRS Ohio’s commitment to excellence, empathy, and innovation. The role leads a high‑performing, metric‑driven organization, fostering collaboration, accountability, and continuous improvement across all member‑facing teams.

Summary of Responsibilities

• Lead, coach and inspire a team of managers and supervisors, setting high standards for performance, collaboration, and professional growth.
• Drive cross‑functional collaboration between member education, services, and other departments to ensure unified messaging and operational alignment.
• Establish and manage a robust set of key performance indicators (KPIs) for all member‑facing teams. Use data and analytics to drive continuous improvement and accountability.
• Direct the member education and services staff, plan and direct projects, and lead team development. Oversee succession planning, staffing, and performance management.
• Manage development and updates of communications related to benefits, including brochures, account statements, newsletters, and website content.
• Develop and manage annual plans and budgets for member services areas. Support the Deputy Executive Director and Retirement Board in strategic communication planning.

Summary of Qualifications

• Bachelor’s degree in business or related field required.
• Master’s degree or advanced certification preferred.
• Minimum of seven‑ten years of progressive leadership experience in member services, customer experience or related fields, with at least five years managing leaders of leaders.
• Demonstrated success in building high‑performing, member‑focused teams and leading large‑scale change initiatives.
• Experience in public sector, pension administration or highly regulated environments preferred.
• Strong ability to analyze data, develop KPIs and drive data‑driven decision‑making.
• Ability to understand, accurately explain and apply information in the Ohio Revised Code, Administrative Code and related procedures directly related to the work of the team.

Equal Employment Opportunity Employer Statement

State Teachers Retirement System of Ohio (STRS) is an Equal Employment Opportunity Employer and prohibits discrimination and harassment of applicants or employees on the basis of race, color, religion, gender, gender identity or expression, national origin (ancestry), military status, disability, age, genetic information, sexual orientation, or caregiver status.

ADA Statement

STRS Ohio is committed to ensuring access, inclusion, and reasonable accommodations across all its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

Posting Drug‑Free Workplace Statement

The State Teachers Retirement System of Ohio (STRS Ohio) is a drug‑free workplace. The use of recreational marijuana and non‑medical cannabis is strictly prohibited.

Pre‑Employment Drug Testing

All final candidates tentatively selected for employment will be required to undergo a urinalysis drug screening prior to appointment. A positive test result will disqualify the applicant from employment unless valid medical documentation is provided for legally prescribed medications or a physician’s recommendation for medical marijuana.

Pre‑Employment Background Investigation

The final candidate selected for this position will be subject to a criminal background check. STRS Ohio will conduct an individualized assessment of any prior criminal convictions before making a determination regarding employment eligibility.

Seniority level: Director | Employment type: Full‑time | Job function: Management and Manufacturing.