Director, Member Services

Director, Member Services – STRS Ohio

STRS Ohio is one of the nation’s largest retirement systems, serving over 500,000 public‑school teachers and university faculty members, managing approximately $96.9 billion in assets and paying more than $7 billion in benefits annually.

We provide a competitive pay and 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 an on‑site fitness center. We welcome, celebrate, and promote respect for everyone.

$158,704 or commensurate with education and experience

8:00 am‑5:00 pm Monday through Friday (Onsite)

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. The Director champions a member‑centric culture, ensuring every member interaction reflects STRS Ohio’s commitment to excellence, empathy, and innovation. The role leads a high‑performing, metric‑driven organization, fostering collaboration, accountability, and continuous improvement across all member‑facing teams.

• 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.

• Bachelor’s degree in business or related field required.
• Master’s degree or advanced certification preferred.
• Minimum of seven‑ten years of progressive leadership experience in member services, customer experience or related fields, with at least five years managing leaders of leaders.
• 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 related procedures directly related to the work of the team.

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.

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.

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