Member Experience Manager (Member Services Department)
: Job Details :

Salary : $147,201.60 - $216,091.20 AnnuallyLocation : San Bernardino, CAJob Type: Full-TimeJob Number: 2025-00001Department: Member ServicesOpening Date: 01/06/2025Closing Date: ContinuousFLSA: ExemptBargaining Unit: MGMTTHE POSITION Under administrative direction, the Member Experience Manager oversees the personnel and operations of the call center, mailroom, document imaging, member document processing, and overall member services functions. This includes managing a diverse team, including a receptionist, office specialists, and technicians, who perform a wide range of tasks supporting member-related activities. The Member Experience team serves as the first point of contact for members, and the work they handle directly impacts all other departments at SBCERA.The manager ensures that daily work is completed efficiently and accurately while maintaining appropriate coverage for in-office and phone operations. They provide leadership and direction to the team, refine and improve processes, and ensure the delivery of exceptional customer service. Responsibilities include addressing escalated member concerns, managing special projects, coordinating cross-functional tasks, and driving continuous improvement efforts. The Member Experience Manager also develops, collects, and reports member experience metrics and performance analytics. Performs other duties as assigned. EXAMPLES OF DUTIES Duties may include, but are not limited to, the following:

Provides day-to-day leadership and collaborates with the Member Experience team to ensure a high-performance, member-focused work environment that aligns with SBCERA's mission, strategic plan, goals, objectives, and core values.

Responds to member calls and emails as needed, including addressing escalated member concerns; resolves complex member-related issues requiring a high degree of sensitivity, sound judgment, and professionalism.

Analyzes and reports on call trends using SBCERA's call center and customer relationship management (CRM) technologies, including Dialpad and PensionGold, as well as other available tools.

Participates in the development and implementation of goals, objectives, policies, and priorities for assigned services and programs; identifies resource needs and recommends policies and procedures to ensure alignment with SBCERA's strategic plan.

Supervises, trains, and evaluates the performance of assigned staff; establishes performance requirements and professional development goals; monitors progress, provides coaching, and implements best practices to ensure consistently excellent service delivery.

Ensures sufficient staffing coverage for phone and lobby interactions during regular business hours; identifies and addresses performance issues; fosters an environment of continuous improvement by encouraging ideas and implementing solutions to enhance performance and the member experience.

Works with Information Systems staff to design, evaluate, and implement system enhancements for member management systems, telecommunication tools, and other technology applications; defines system requirements, oversees implementation, and ensures user training and adoption.

Coordinates and attends meetings, training sessions, and workshops with the Member Experience team, other departments, contractors, vendors, and external agencies as needed.

Applies Continuous Improvement principles to department plans, processes, and performance measures, ensuring alignment with SBCERA's strategic plan and fostering a culture of innovation and efficiency.

Develops, monitors, and evaluates performance indicators, key metrics, and contact statistics to improve service delivery; participates in performance assessments and integrates feedback to optimize operations.

Prepares and maintains a variety of records, reports, and operational documents; ensures accurate and consistent reporting of functional performance metrics and evaluates member and industry trends to recommend and implement improvements.

Performs other related duties as assigned.

MINIMUM QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential function. The requirements listed below are representative of the knowledge, skill, and/or ability required. Knowledge of:

• Principles and practices of effective communication, including active listening, clear and concise verbal and written communication, and adapting messaging to diverse audiences.
• Strategies for fostering open dialogue, providing constructive feedback, and resolving conflicts effectively.
• Principles and practices of employee supervision, including work planning, performance evaluation, training, and disciplinary procedures.
• Effective leadership principles and practices to foster motivation, guidance, and accountability.
• Organization and management techniques as applied to program development, analysis, and evaluation within the assigned areas of responsibility.
• Methods for fostering team collaboration and ensuring smooth and effective team interactions.
• Administrative principles and methodologies, including goal setting, program development, and implementation strategies.
• Principles, practices, and technologies of customer service operations, including contact and call center management.
• Customer service strategies and techniques to deliver an exceptional member experience.
• Office and records management practices and procedures, including both paper and electronic filing systems.
• Governing laws and regulations, such as the County Employees Retirement Law of 1937 (CERL), the California Public Employees' Pension Reform Act of 2013 (PEPRA), and related local, state, and federal statutes applicable to the areas of responsibility.
• Techniques for delivering exceptional customer service and effectively working with members, vendors, contractors, and staff.
• Modern business tools, including computers, communication equipment, and relevant software for task coordination and project management.
• Practices and principles of process mapping, continuous improvement frameworks, and alignment with core organizational values.
• Methods for aligning strategic goals with individual and team performance standards.
• Structured problem-solving techniques, strategic planning processes, and their respective responsibilities.

Ability to:

• Select, supervise, train, and develop staff; ensure work is performed effectively; evaluate performance objectively and constructively; and provide coaching for improvement.
• Develop and implement goals, objectives, practices, policies, procedures, and work standards to support department operations.
• Provide administrative, managerial, and professional leadership for SBCERA's Member Experience functions, including the call center, mailroom, document processing, and reception areas.
• Define issues, analyze member problems, evaluate alternatives, and develop sound conclusions and recommendations for operational improvements.
• Analyze workload forecasts and employee schedules to ensure sufficient coverage and alignment with department goals and objectives.
• Utilize effective problem-solving skills to address team performance challenges and resolve member issues.
• Evaluate, design, and deploy strategies, systems, and procedures to enhance administrative and operational processes, implementing effective solutions.
• Communicate clearly, concisely, and effectively in both individual and group settings, tailoring communication style to the audience, including staff, leadership, members, and external partners.
• Provide clear and timely instructions, feedback, and information to staff to ensure alignment with goals and expectations.
• Demonstrate active listening skills and facilitate productive discussions to address concerns, provide resolutions, and foster collaboration.
• Develop and deliver presentations, reports, and written correspondence in a professional and engaging manner.
• Manage and maintain sensitive and confidential information with the utmost discretion.
• Understand, interpret, explain, and apply complex laws, policies, and regulations; reach sound decisions in alignment with organizational policies.
• Organize work independently, prioritize tasks, meet critical deadlines, and follow through on assignments with minimal supervision.
• Use tact, initiative, prudence, and sound independent judgment in addressing complex and sensitive situations.
• Operate modern business equipment and effectively use computer systems and software applications relevant to the work performed.
• Establish, maintain, and foster positive and effective working relationships with internal and external stakeholders.
• Develop a systems perspective to manage department operations, ensuring alignment with key processes and desired results.
• Define and explain key operational processes and requirements, ensuring alignment with SBCERA's strategic goals, key performance measures, and continuous improvement efforts.

Education, Experience and License/Certificate: A combination of education, experience and license/certificate that would likely provide the required knowledge and abilities may be qualifying. A typical way to obtain the knowledge and abilities would be:Education:A bachelor's degree from an accredited college or university in business administration, public administration, communications, or a related field is required. A master's degree in a related field is desirable.Experience:A minimum of five (5) years of progressively responsible experience in customer service management, contact center operations, or a similar member-focused environment, including at least two (2) years in a supervisory or management role. Experience should include responsibilities in quality assurance, process improvement, and performance evaluation. Experience in a public sector retirement system or similar member-focused organization is highly desirable. Additional years of experience as described above may substitute for the education requirement on a year-for-year basis.Licenses; Certificates; Special Requirements:

• Possession of a valid California Class C driver's license and a satisfactory driving record.
• Certification in process improvement methodologies (e.g., Lean, Six Sigma) or quality assurance is desirable but not required.
• Training or certifications related to customer service, quality assurance, management, or leadership (e.g., Certified Contact Center Manager, Certified Quality Auditor, Project Management Professional) are also desirable.

SUPPLEMENTAL INFORMATIONThis position is open until filled.First Application Review Date: January 20, 2025Applications must include a resume and cover letter. The information you provide will be used to verify and evaluate your job qualifications. Failure to submit the required materials and/or to provide information that clearly demonstrates possession of the above job qualifications will result in disqualification.There will be a competitive evaluation of qualifications based on a review of all application materials submitted. Applicants must clearly describe their experience in the areas designated. Those who demonstrate exceptional qualifications in the competitive evaluation will be invited to continue in the selection process which may include written and/or performance examinations, oral interviews and/or other related evaluation methods. Prior to employment, the prospective candidate must successfully complete a thorough background review, including being fingerprinted, as well as a medical examination, which will include a drug/alcohol screening. The resulting report of your conviction history, (if any), will be evaluated along with the other information received in connection with your application. Except as otherwise required by law, a criminal conviction will not necessarily disqualify you from the position. The nature, date, surrounding circumstances, and the relevance of the offense to the position applied for may, however, be considered.This position is at will and serves at the pleasure of the Chief Executive Officer. Hybrid/Telework and Flexible Work Schedule: This position may be eligible for a hybrid working schedule with 3 days in the office and 2 days working remotely.SBCERA offers a generous benefits package including:

• Medical
  • Employee Only - 100 % SBCERA paid
  • Employee +1 - 75% of the difference between employee-only and employee +1 coverage
  • Employee + Family - 75% of the difference between employee-only and employee + family coverage
• Dental - SBCERA paid for employee and dependents
• Vision - SBCERA paid for employee and dependents
• Life Insurance & Accidental Death & Dismemberment - $100,000 SBCERA paid
• Administrative Leave - 80 hours/year
• Vacation Leave - 80 - 160 hours/year.
• Holiday Leave - 14 days + 1 Floating holiday/year
• Sick Leave - 3.69 hours/pay period
• Bereavement Leave - up to 5 days, with 3 days paid
• Tuition Reimbursement - up to $5,000 per fiscal year after 1 year of service.
• Long-Term Disability (LTD) - SBCERA paid
• Short Term Disability (STD) - SBCERA paid
• Flexible Spending Account (FSA) - up to a $40.00/biweekly SBCERA match.
• Dependent Care Assistance Plan (DCAP)
• Colonial Life Voluntary Benefits
• United Pet Care
• Annual Gym Membership Reimbursement up to $324
• 529 Education Savings Plan - Scholar Share
• Employee Assistance Program (EAP)
• Retirement - Participation in SBCERA's pension plan
• Deferred Compensation
  • 457(b) Plan: Biweekly employer match equal to 1 times the employee's contribution up to 1% of the employee's biweekly base salary upon hire.
  • 401(k) Plan: Biweekly employer match 2 times the employee contribution, up to 8% of the employee's biweekly base salary upon hire.

SBCERA takes pride in offering a generous benefit package. Please check out a more detailed outline of our benefit packages linked here.01 A resume and cover letter is required to be attached to your application but will not substitute for the proper completion of your application. The information on your application will be used to determine your salary placement if a conditional job offer is extended. Please ensure your application provides a complete overview of your relevant education, experience and/or certification to demonstrate your qualifications. Ideally, your application should cover at least the past 10 years of employment history, or longer if you have other relevant experience you wish to be considered for salary placement. Submission of an incomplete application may disqualify you from the recruitment process. Amendments to applications will only be considered for education, experience and/or certification obtained after the application submission date.

• I acknowledge I have read and understand the statement above.
• I do not acknowledge and understand the statement above.

02 Please select the highest level of education you have completed:

• High School Diploma or GED
• Some college or Certificate(s)
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctoral/Terminal Degree
• None of the Above

03 Please select the field in which you were awarded your degree:

• Business Administration
• Public Administration
• Organizational Development
• Communications
• A closely related field
• Some other field
• I do not have a degree

04 Please indicate your years of progressively responsible professional experience performing quality assurance assessment and performance coaching duties within a comprehensive customer service call center, or related environment.

• Less than 3 years
• 3 to 4 years
• 4 to 5 years
• 5 to 6 years
• 6 to 7 years
• 7 or more years

05 Please describe your progressively responsible professional experience involving performing quality assurance assessment and performance coaching duties within a comprehensive customer service call center, or related environment. 06 Do you possess at least two (2) years of experience working in a supervisory or management capacity within the area of quality assurance assessment, performance coaching within a customer service call center or a related environment?

• Yes
• No

07 Please describe your supervisory or management capacity experience. 08 Do you possess experience working in a public agency?

• Yes
• No

09 Do you possess a valid and appropriate California driver's license?

• Yes
• No

Required Question