Director, Member Services

STRS Ohio, STRS

STRS Ohio is seeking a Director, Member Services, to join the Member Benefits/Member Services team.

Established in 1920 and serving Ohio’s educators, STRS Ohio is one of the nation’s largest retirement systems, serving over 500,000 active, inactive, and retired public-school teachers, and university faculty members, managing approximately $96.9 billion as of June 30, 2024, in assets and paying more than $7 billion in benefits annually.

STRS Ohio provides a competitive pay, and a 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 on-site fitness center. At STRS Ohio, you can experience rewarding work in a professional, business casual work environment. We welcome, celebrate, and promote respect for everyone. We are continually seeking bright and talented individuals to join our team.

Compensation:

$158,704 or commensurate with education and experience

Work Schedule:

8:00am-5:00pm 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 (STRS Ohio). This role champions a member-centric culture, ensuring every member interaction reflects STRS Ohio’s commitment to excellence, empathy, and innovation. The Director leads a high-performing, metric-driven organization, fostering collaboration, accountability, and continuous improvement across all member-facing teams. This position is a leader of leaders, responsible for developing future talent and ensuring the department operates with a unified “one-voice” approach.

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.

The above list of duties is intended to describe the general nature and level of work performed by persons assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the persons so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of associates under supervision.

Summary of Qualifications:

Bachelor’s degree in business or related field required.

Master’s degree or advanced certification preferred.

Minimum of seven-10 years of progressive leadership experience in member services, customer experience or related fields, with at least five years managing leaders of leaders required.

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 administrative 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, in making employment-related decisions about an individual.

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. This screening includes testing for illegal substances, including marijuana. 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.

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