The role:

The Director, Customer Experience and Data Integrity reports to the Vice President, Customer Experience & Change Management and is responsible for providing strategic direction to Plan Operations and executing initiatives to ensure the satisfaction of external and internal customers. This includes implementing effective and efficient processes, maintaining accurate and reliable data, optimizing functional systems, and ensuring quality service through process and performance audits. Collaborating with the Customer Engagement and Business Systems teams, the Director will lead efforts to enhance systems, processes, and tools needed to ensure successful service delivery. Creating a collaborative team environment and fostering a strong culture of continuous improvement are essential aspects of this role, with a specific emphasis on modernizing and enhancing the customer experience.

What you will do:

• Provide effective leadership and strategic direction to a team devoted to ensuring an optimal internal and external customer experience through continuous improvement, data integrity, compliance, system issue resolution and enhancements, and reporting.
• Manage individual performance of managers with a goal of growing future leaders through continuous professional development, targeted training, and strategically defined goals and accountabilities.
• Partner with Customer Engagement and Business Systems to evaluate, prioritize, and define requirements for system fixes and enhancements, and to identify and implement a process improvement strategy to drive efficiencies and improve the quality-of-service delivery.
• Execute strategies and provide direction to measure the success of all delivery channels and ensure overall plan operations performance health and integrity.
• Create an environment that embraces diversity and ensures that all team members feel valued and included. Actively seek out diverse perspectives and experiences while fostering a culture where everyone is equipped to thrive and contribute their best.

What you need to succeed in the role:

• Minimum of 7 years of experience in continuous improvement, operations, engineering, project management, quality assurance, or related fields with at least 3 years in a supervisory/management role.
• A bachelor’s degree in business administration, operations, engineering, industrial engineering, or related field preferred.
• Previous successful management experience required. Skilled at developing, motivating, and managing a professional staff.
• Demonstrated ability to think both strategically and tactically.
• Leads and delivers service in a manner that instills confidence and credibility in leaders, peers, and team.
• Proven experience driving efficiencies and process improvements at the organization level.
• Experience with systems implementation, upgrades, etc. strongly preferred.
• Adaptable and comfortable in an environment of ongoing change and evolution
• Experience in a benefits administration environment and knowledge of employee benefits a plus.
• Ability to work on-site at the 2000 Market Street office in Philadelphia.
• An ability, interest, and desire to stay current via seminars and industry literature

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.