Operations Manager (Member Benefits)


Hybrid remote

What we need

As an Operations Manager for our benefit processing team, you’ll guide and motivate the team as TCDRS moves to a more digital future. You’ll inspire the team to maximize potential, ensuring care, quality and professional service to members and annuitants. Through monitoring and performance feedback, you’ll support the team’s shift in work and skill sets necessary for the digital transition. With a goal-driven attitude, you’ll ensure the team meets customer expectations through established service level agreements while seeking opportunities for process improvements and efficiencies.


What you’ll do

  • Hire, develop and coach employees for desired performance and results.

  • Motivate team and drive awareness so employees understand how their contributions support the organization’s mission and strategic initiatives.

  • Achieve optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.

  • Proactively identify opportunities to improve operational effectiveness, member experiences and processes.

  • Ensure timely and accurate processing; responsible for ongoing monitoring of work to ensure consistent execution of processes and service levels.

  • Meet established service levels and recommend additional metrics to measure performance and efficiency.

  • Ensure risks associated with business activities are effectively identified, measured, monitored and controlled.

  • Create conditions for success, remove obstacles, and lead and champion change.

  • Forecast and manage team budget.


What you should have

  • A bachelor’s degree or equivalent work experience

  • 7+ years’ experience in customer service or operational management

  • 5+ years’ leadership experience managing a team

  • Experience in claims-handling in insurance, healthcare or benefits

  • Success with process improvements and change management

  • Excellent interpersonal skills to build quality relationships

  • Advanced level of analytical skills, experience using and interpreting data to make decisions

  • Strong communication skills, ability to de-escalate and manage conflicts

  • Strong initiative for customer experience, process improvement and technology advancement.

  • Efficient, analytical, thorough, observant and detail-oriented

  • Advanced skills in general Windows based technology systems, including Microsoft Office products.


What you’ll get

TCDRS offers a competitive salary and excellent health benefits with a dynamic, stable and pleasant work environment in Austin, Texas, overlooking Zilker Park. TCDRS supports remote work. This position works at least 50% in the office with 50% remote. This is not just a job, but a chance to help thousands of Texans plan for the future. 



Apply Now

If this sounds like you, submit your resume to
jobs@tcdrs.org. Please refer to the job title in the subject line of your email.