Member Services Manager

Job Details

Level: Management

Job Location:

The Pointe - Westminster, CO 80234
Position Type:
Full Time
Salary Range: $95,500.00 - $

Job Shift: Day
Job Category:
Management

Position Title:

Member Services Manager
Division:
Benefit Services

Reports to:

Director of Benefit Services, Member Services
Job Status:
Exempt, Full-time
Salary: $95,500.00 to $ Annual, Commensurate with experience
Posting Dates: 09/04/2026 to 09/20/2026

The Member Services Manager is responsible for the daily operations of a team in the Member Services Division to ensure high quality service delivery and member satisfaction. This role provides direction, coaching, and performance management to ensure divisional goals, strategic objectives, and service standards are consistently met. The Member Services Manager handles escalated and complex member issues, works collaboratively with cross-functional teams to resolve service concerns, and ensures operational standards align with divisional policy.

This position plays a critical role in process improvement, identifying service trends, and implementing best practices to enhance the member experience.

• Leads and supervises a team responsible for administering PERA’s retirement, disability, and survivor benefit programs
• Collaborates with other managers in the daily operations of the Member Services Division
• Ensures that staff have the resources and tools needed to effectively perform their job duties, research issues, and provide timely and accurate information and solutions
• Sets and communicates standards and expectations that are specific and measurable for productivity goals and employee development; prepares and conducts performance reviews and corrective action when necessary
• Evaluates service quality; meets regularly with staff to provide coaching and feedback
• Analyzes service data to drive management decisions and make recommendations for process efficiency
• Partners with Human Resources in the interviewing, hiring, and training of team members
• Investigates escalated issues from PERA members and benefit recipients; researches, analyzes, and resolves complex issues applying discretion and judgment in areas governed by Federal or State statute, or PERA Rules; works with other internal divisions to seek resolution
• Provides oversight for specified area(s) of administration including developing and maintaining policies and procedures
• Partners with internal divisions and/or outside vendors in managing operational systems, processes, forms and/or publications
• Identifies process improvement opportunities and presents recommendations and business-case justifications for modification or change as needed to add value to the organization and the membership
• Communicates with senior management regarding operational issues, concerns, and status of work projects and assignments; seeks and implements feedback
• Supports organizational change by implementing strategic direction and communicating vision to staff
• Actively seeks out and participates in training and educational opportunities for ongoing professional development
• Maintains regular and prompt attendance in the workplace
• Carries out other duties as assigned

• Bachelor’s degree in business, finance, public administration, or equivalent; combination of relevant education and progressively responsible experience in benefits administration or financial services
• Prior management experience leading a successful team strongly preferred
• Demonstrated leadership and management capabilities
• Experience applying ethical decision-making, discretion, and sound judgment
• Effective verbal and written communication, interpersonal, and professional collaboration skills
• Problem solving skills…