Head of Member Experience & Service Delivery

Duck-River-Electric-Membership-Corporation; Shelbyville (TN); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

Employer-sponsored medical clinic

401K retirement savings plan

Tuition reimbursement

Job summary

Duck River Electric Membership Corporation is seeking a Director of Member Services to provide strategic leadership across service locations, ensuring consistent service standards & a positive member experience. This role leads teams, manages budgets and drives change initiatives with a data-driven mindset.

You will partner with IT, HR, Engineering, Communications and Operations to implement initiatives, improve performance, and enhance member satisfaction in a cooperative environment.

Qualifications

• Bachelor's degree in Business Administration, Organizational Leadership, Communications, or related field.
• 10+ years progressive experience in member service, with at least 3 years in a supervisory role.
• Experience in electric cooperative or utility industry preferred.
• Strong leadership, coaching and interpersonal skills with accountability.
• Ability to use data and KPIs to guide decisions and improve service quality.

Responsibilities

• Provide strategic leadership for Member Services across all locations with policy consistency.
• Champion a member-centric culture focused on service excellence, responsiveness and empathy.
• Establish, monitor and use KPIs to evaluate service levels and drive improvement.
• Develop action plans to improve operational consistency and member satisfaction.
• Direct resolution of escalated member concerns with a member-first mindset.
• Conduct site visits and leadership meetings to align with cooperative values and goals.
• Lead, coach and develop Member Services leaders and teams with clear expectations.
• Lead change initiatives including system upgrades and process improvements.
• Identify risks and mitigation strategies for change efforts and operations.
• Collaborate with IT, HR, Engineering, Communications, Operations and Executives to execute initiatives.
• Ensure compliance with policies, regulations and industry standards.

Skills

Leadership

Change management

Communication

Data-driven decision making

Stakeholder influence

Problem solving

Collaboration

Team development

Education

Bachelor's degree in Business Administration or related field

Job description

Duck River Electric Membership Corporation is seeking a Director of Member Services to provide strategic leadership across service locations, ensuring consistent service standards & a positive member experience. This role leads teams, manages budgets and drives change initiatives with a data-driven mindset.

You will partner with IT, HR, Engineering, Communications and Operations to implement initiatives, improve performance, and enhance member satisfaction in a cooperative environment.