Director of Member Experience & Service Excellence

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

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.