MEMBER EXPERIENCE MANAGER, SHARED SERVICES - CUSTOMER SERVICE MANAGER 2 - RASC

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DEPARTMENT OVERVIEW

The Retirement Administration Service Center (RASC) counsels members of the University as they transition into retirement and provides long-term pension and retirement health benefits support.

POSITION SUMMARY

The Shared Service Manager is accountable for supporting RASC leadership in building a culture of high performance. The Shared Services Manager is a forward-thinking leader with exemplary operations management experience.

The Shared Services Manager works closely with leaders across RASC business areas, including partnering with key business partners and stakeholders across the University of California system. The primary focus is to drive and ensure operational excellence across the RASC with an emphasis on member satisfaction and engagement. The role is responsible for shared services including training, knowledge management, performance metrics and reporting, continuous improvement, and quality assurance.

The Shared Services Manager personifies excellent leadership and communication skills and is highly capable of directing large-scale change management initiatives and strategic projects. Please note this is a Hybrid position with three days a week on-site, in Oakland, CA.

Responsibilities

40% Strategic Leadership - Serves as a key influencer in cultivating and inspiring a culture that is aligned with company values in delivering a positive experience for retirement plan members. Conceptualizes and executes Strategic Services in alignment of the overall goals of the organization; develops goals to ensure performance to achieve deliverables. Ensures the services the shared services organization provides are in line stakeholder expectations. Advises senior management on strategic industry topics and trends that support business goals and objectives; leads innovative change initiatives in areas needing improvement. Assesses competitive threats and internal business process improvements. Ensures that department goals and budgetary standards are effectively met; develops policies and procedures to improve service to members. Effectively partners cross-functionally to support strategies focused which support growth, performance and process improvement and member satisfaction. Leverages and optimizes tools, technologies, systems and processes to facilitate a seamless and personalized member experience.

30% Operations Management - Manages day-to-day operations and drives member, partner and stakeholder experiences with an emphasis on continuous improvement. Leads a high performing team focused on daily operations with the goal of achieving maximum efficiency and effectiveness. Develops and executes business strategies to achieve short and long-term goals, driving increased efficiencies and enhanced member experience. Accountable for supporting the RASC operational strategy and the execution of key initiatives and projects which support the strategy. Pro-actively identifies needs and develop creative solutions for projects, leveraging expertise, operational capabilities and technologies. Presents, packages and proposes integrated solutions to demonstrate value and potential return on investment to leaders and key stakeholders. Stays abreast of emerging trends, best practices and technologies that improve the overall effectiveness of RASC operations; shares that knowledge with leadership and staff through briefings meetings and other forms of communications. Drives change management and effective communications across the RASC. Develops outreach initiatives that inform, educate and support active and inactive members and key stakeholders and UCOP partners. Collaborates with other business areas to drive overall success of projects. Continually reviews customer care practices to ensure that member needs are met and identify opportunities for improvement. Implement, maintain and analyze operational and customer success metrics

30% Performance Evaluation and Compliance Management - Ensures compliance of internal and external business policies, procedures and operating processes. Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify overall RASC performance and customer/member satisfaction levels and drives improvement as needed. Improves member experience and quality results by evaluating and redesigning processes; oversees business analytics including building databases as needed. Evaluates department effectiveness through financial and activity reports, adjusting practices when needed to address member needs and improve service. Oversees and leads Performance Management through the successful design, implementation and deployment of RASC onboarding and training programs to include continuous learning for all employees, members, partners and stakeholders.

Required Qualifications

Must have strong operations management and customer relations background with at least 10 years of experience. Proven experience in a managerial role within a shared services environment. Proven experience with Lean Six Sigma methodology and implementations. Must possesses strategic and/or consulting skills in developing and delivering short- and long-term business goals. Must be comfortable operating in a demanding, fast paced environment and be capable of reacting swiftly to changing business demands. Must be able to delivers quality results on time and in a highly ethical and professional manner. Must be able to manage complex projects and multi-task with excellent organization skills. Must have effective analytical skills including working knowledge of financial statement analysis and staffing models.

Experienced strategic, results-driven professional with exemplary leadership and organizational skills; able to troubleshoot and resolve complex, emerging issues and meet critical deadlines. Continually explores ways to deeply understand customers' objectives and serve as a trusted advisor; experienced in defining, driving and demonstrating the value (ROI) delivered. Highly organized multi-tasker who can manage competing priorities; able to work well under pressure and thrive in a fast-paced environment. Experienced in overseeing all aspects of the performance management process, including conducting staff evaluations; able to work with strong personalities and different work styles.

Exemplary verbal, written and change communication skills and presentation skills; able to formulate a clear point of view. Develops, implements and maintains effective Member Satisfaction measurement programs fostering continuous improvement and performance that exceeds Service Level Agreement (SLA). Proven experience managing metrics and reporting statistical performance levels related to operations.

Preferred Qualifications

Working knowledge of pertinent federal and state regulations, filing and compliance requirements, both adopted and pending, affecting retiree benefits programs, including the ACA, ERISA, COBRA, FMLA, ADA, Section 125, workers' compensation, Medicare, OBRA, and Social Security and DOL requirements

Education

Bachelor's degree in Business Management or related field or equivalent combination of education, training, and experience

Salary: The recommended salary hiring range is $175,000.00 - $205,000.00, commensurate with experience.

Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging

ADDITIONAL INFORMATION

HOW TO APPLY

Please be prepared to attach a cover letter and resume with your application.

APPLICATION REVIEW DATE

The first review date for this job is September 26, 2025. If needed, add: The position will be open until filled.

CONDITIONS OF EMPLOYMENT

Background Check Process: Successful completion of a background check is required for this critical position. Background check process at UCOP

Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy

As a condition of employment, you will be required to comply with the University of California Policy on Vaccination Programs, as may be amended or revised from time to time. Federal, state, or local public health directives may impose additional requirements.

As a condition of employment, the finalist will be required to disclose if they are subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct, are currently being investigated for misconduct, left a position during an investigation for alleged misconduct, or have filed an appeal with a previous employer.

• "Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer.
  • UC Sexual Violence and Sexual Harassment Policy
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  • APM - 035: Affirmative Action and Nondiscrimination in Employment

EEO STATEMENT

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.

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