Senior Leader, Member Services Center

STRS Ohio; Columbus (OH); On-site; USD 144,000 - 160,000; Full time

Benefits offered by this job

On-site parking

Educational assistance

Dental and life insurance

Job summary

STRS Ohio is seeking an Assistant Director for the Member Services Center to lead the Center and ensure timely, courteous service to members and beneficiaries across telephone, written, and digital channels. This role provides strategic leadership, directs management staff, and collaborates with partners to improve service, strengthen operations and align with organizational goals.

The ideal candidate will drive workforce planning, oversee talent management and process improvements, and ensure

Qualifications

• 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.
• 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.
• Demonstrated ability to lead, develop and motivate high-performing teams while fostering accountability, collaboration, continuous improvement, associate engagement and organizational effectiveness required.
• Ability to understand, accurately explain and apply provisions contained in Chapter 3307 of the Ohio Revised Code, applicable Administrative Code rules, STRS Ohio Board rules, Defined Contribution Plan provisions, administrative policies and procedures.

Responsibilities

• Lead and manage the Member Services Center management team, providing strategic direction, operational oversight, priorities, objectives and service standards for telephone, written, digital and other assigned member service functions to ensure consistent, high-quality experience for members and benefit recipients.
• Develop and sustain a high-performing workforce by communicating expectations, fostering accountability and collaboration, promoting continuous improvement and associate engagement, and overseeing staffing, recruitment, onboarding, performance management, employee development, succession planning and leadership continuity.
• Provide technical and operational leadership for complex benefit questions, member service situations, account access concerns, sensitive member matters, escalated issues and complaints, including assistance to STRS Ohio leadership as needed.

Skills

Leadership

Customer service

Communication

Strategic planning

Education

Bachelor's degree in business or related field

Tools

Microsoft Office

CRM systems

Workforce management software

Job description

STRS Ohio is seeking an Assistant Director for the Member Services Center to lead the Center and ensure timely, courteous service to members and beneficiaries across telephone, written, and digital channels. This role provides strategic leadership, directs management staff, and collaborates with partners to improve service, strengthen operations and align with organizational goals.

The ideal candidate will drive workforce planning, oversee talent management and process improvements, and ensure