Job Description

Job Description and Duties

The starting salary for this position will be set competitively and commensurate with the candidate’s qualifications and experience.
A resume and statement of qualifications (SOQ) is required to apply for this position. Please review the SOQ section toward the bottom of this bulletin to ensure you're responding to the specific SOQ prompt. Applications received without a SOQ and resume will not be considered. The California State Teachers’ Retirement System is seeking to fill its Director, Customer Service position.

Under the general direction of the Chief Benefits Officer (CBO), the Director, Customer Service is responsible for strategic direction, business planning, risk reporting, policy formulation and administration of CalSTRS contact center management. The Director serves as consultant to the Chief Executive Officer (CEO), Chief Operating Officer (COO), CBO, Executive Leadership team, Teachers Retirement Board (TRB) and external consultants dealing with significant matters related to system-wide member and beneficiary services.

Relocation benefits may be available. 
To learn more about this opportunity, click here .

You will find additional information about the job in the .

Working Conditions

CalSTRS offers a hybrid approach including in-office and remote work solutions based on business needs.

All staff of CalSTRS are employees of the State of California and subject to California employment taxes and withholdings. Upon appointment, staff are required to provide a current California address to CalSTRS Human Resources to be used as a remote work location.

Special Requirements

Background Investigation

Prior to employment with CalSTR S, a background investigation (BI) will be conducted. The BI consists of a Personal History Statement and fingerprinting through the Department of Justice. The BI will check criminal and civil records and, if applicable, verify education, credit and check driving records.

CalSTRS Disclosure Requirements

This position may be subject to disclosure and disqualification requirements concerning economic conflict of interest in government work, including the  Conflict of Interest Code that applies to CalSTRS team members and the  Political Reform Act , which require disclosure of certain investment information and use of a designated trading platform for securities transactions, as well as filing a  Statement of Economic Interest (Form 700) .

Incompatible Activities

This position is subject to the provisions of Government Code Section 19990 . Upon accepting a position at CalSTRS, you will also be required to comply with the CalSTRS Incompatible Activities Policy by ensuring that outside work or activities are compatible and align with your professional activities or workplace obligations.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Senior level leadership experience overseeing large, complex, high volume contact center operations, with a strong record of delivering exceptional customer service within an enterprise environment.
• Experience leading leaders in a fast-paced service environment, with a proven ability to set strategic direction, establish high performance standards, and ensure operational excellence across all customer service functions.
• Experience in modernizing service delivery through the integration of updated tools and technologies—including telephony systems, AI enabled solutions, and automation—and ensuring staff, processes, and training are aligned to evolving business needs.
• Expertise in workforce management (WFM) and operational analytics to forecast demand, optimize staffing, and drive data informed decision making.
• Promotes a high-performing culture where employees are encouraged and enabled to perform to their greatest potential.
• Demonstrated ability to identify, assess, and mitigate operational and enterprise risks.

Benefits

Learn about all of the benefits of being a CalSTRS employee by visiting CalSTRS.com/Careers and clicking on the About Us tab.

Statement of Qualifications

In addition to the required documentation,  a Statement of Qualification (SOQ) must be submitted with your application. The SOQ must specifically address your education and experience as it relates to each item below. The SOQ must not exceed four pages, single-sided and double-spaced with 12 point arial font. Failure to follow this format and the "Application Instructions" above may result in disqualification.

The SOQ serves as the examination for this position. Please make sure your answers are as detailed as possible, including relevant examples and dates of employment.

1. Demonstrated experience as a senior leader or executive building a team of contact center professionals. The ideal candidate has experience developing and managing recruitment, performance management, and employee engagement strategies in a high volume, public facing contact center including coaching leaders, developing talent from within, and experience in a unionized or public sector workforce.

2. Demonstrated experience as a senior leader or executive setting strategic direction for a large, high volume contact center including alignment with broader organizational priorities and developing, implementing, and managing workforce planning, forecasting, budgeting, and internal control measures. Experience also includes reporting to boards, stakeholder groups, and executives.

3. Demonstrated experience as a senior leader or executive in a large, high volume contact center leading modernization of customer service delivery or technology-enabled channels including telephony systems, digital service platforms, knowledge management and/or AI tools.

4. Demonstrated experience as a senior leader or executive identifying, assessing and/or mitigating operational or enterprise risks, including cross-functional collaboration, multi-stakeholder engagement, and resulting lessons learned.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Statement of Qualifications -

  A Statement of Qualifications is required. Please see the Special Requirements sectionof the job posting for detailed instructions.

Job Tags

Full time, Work at office, Relocation package

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