Emerging Leader, Member Services Center

State Teachers Retirement System of Ohio; Columbus (OH); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

On-site parking

Educational assistance

Medical insurance

Dental and life insurance

Vacation and sick leave

Retirement benefits

On-site fitness center

Job summary

STRS Ohio is seeking an Assistant Director for the Member Services Center to lead the division and ensure timely, courteous service to members and benefit recipients across telephone, written, and digital channels.

Under the director of Member Services, you will oversee staffing, performance, and leadership development, guiding complex benefit questions and improvements aligned with regulatory requirements and organizational goals.

Qualifications

• Seven or more years of progressively responsible experience in contact center operations, member services, customer service, benefits administration or a related field required, including management experience.
• Bachelor's degree in business, public administration, communications or a related field required; in lieu of degree, an equivalent combination of education, professional experience and demonstrated leadership may be considered.
• Ability to develop and execute strategic initiatives aligned with organizational goals, member needs and service delivery objectives while leading organizational changes.

Responsibilities

• Lead and manage the Member Services Center management team, providing strategic direction and service standards for telephone, written, digital, and other assigned functions.
• Develop and sustain a high-performing workforce through staffing, onboarding, performance management and leadership continuity.
• Provide technical and operational leadership for complex benefit questions and escalated issues, collaborating with STRS Ohio leadership as needed.

Skills

Leadership

Communication

Microsoft Office

CRM systems

Data analytics

Team management

Education

Bachelor's degree in business, public administration, or related field

Tools

Microsoft Office

CRM systems

Job description

STRS Ohio is seeking an Assistant Director for the Member Services Center to lead the division and ensure timely, courteous service to members and benefit recipients across telephone, written, and digital channels.

Under the director of Member Services, you will oversee staffing, performance, and leadership development, guiding complex benefit questions and improvements aligned with regulatory requirements and organizational goals.