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 Duty Statement .
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.
Minimum Requirements This position does not have a Classification Specification. Requirements and qualifications for this position can be found in this announcement. For additional questions, please contact the hiring department listed below.
Additional Documents
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-522363
Position #(s):
815-437-7500-001
Working Title:
Director, Customer Service
Classification:
C. E. A. $13,472.00 - $15,297.00 C
# of Positions:
1
Work Location:
Yolo County
Telework:
Hybrid
Job Type:
Career Executive Assignment - Non Tenured, Full Time
Department Information CalSTRS: Securing the financial future and sustaining the trust of California's educators
CalSTRS is the largest educator-only pension fund in the world, providing retirement, disability and survivor benefits to California's more than 1 million public school educators and their families. Named as one of the best places to work in money management ten times by Pensions & Investments magazine, we are a world-class financial services institution with a commitment to sustainability and wellness.
Our two U.S. Green Building LEED Platinum-certified headquarters buildings in West Sacramento, California, feature sustainable construction, abundant natural lighting, an organic garden, sustainable beekeeping and ergonomic functionally designed workspaces. We offer a variety of on-site amenities to our team members, including two full-service cafés, two free fitness centers, a bicycle rental library and a child care center with a covered playground. Team members enjoy walks along the Sacramento River and nearby seasonal farmers markets.
In addition to our state-of-the-art amenities, we offer thriving wellness and sustainability programs, an award-winning employee recognition program, and ongoing training, learning and development opportunities. We offer competitive benefits, flexible work hours and hybrid work options. We are committed to creating a workplace where our team members thrive.
If you're looking for a rewarding career and are interested in becoming part of a diverse and inclusive workforce where talent, expertise and wellness are valued, we encourage you to find out more about our many career options at CalSTRS.com/Careers .
Department Website: http://www.calstrs.com/careers
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.
Application Instructions
Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.
Final Filing Date: 7/31/2026
Who May Apply
Individuals who are eligible to be appointed to this Career Executive Assignment (CEA) by the State of California.
How To Apply
Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
State Teachers' Retirement System
N/A
Attn: Recruitment
P.O. Box 15275, MS 31
Sacramento , CA 95851-0275
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
State Teachers' Retirement System
Primary Exam Contact
Recruitment
100 Waterfront Place
West Sacramento , CA 95605
08:00 AM - 05:00 PM
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 www.CalCareers.ca.gov. 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.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
Examination Qualification Requirements All applicants must possess the knowledge and abilities, and any other requirements, described in this announcement.
Note: Eligibility to take a CEA examination does not require current permanent status in the civil service.
General Qualifications
State civil service employees must possess essential general qualifications including integrity, initiative, dependability, good judgment, and ability to work cooperatively with others.
Knowledge and Abilities
Applicants must demonstrate the ability to perform high administrative and policy - influencing functions effectively. Such overall ability requires possession of most of the following more specific knowledge and abilities:
- Knowledge of the organization and functions of California State Government including the organization and practices of the Legislature and the Executive Branch; principles, practices, and trends of public administration, organization, and management; techniques of organizing and motivating groups; program development and evaluation; methods of administrative problem solving; principles and practices of policy formulation and development; and personnel management techniques; the department's or agency's Equal Employment Opportunity Program objectives; and a manager's role in the Equal Employment Opportunity Program.
- Ability to plan, organize, and direct the work of multidisciplinary professional and administrative staff; analyze administrative policies, organization, procedures and practices; integrate the activities of a diverse program to attain common goals; gain the confidence and support of top level administrators and advise them on a wide range of administrative matters; develop cooperative working relationships with representatives of all levels of government, the public, and the Legislature and Executive branches; analyze complex problems and recommend effective courses of action; and prepare and review reports; and effectively contribute to the department's or agency's Equal Employment Opportunity objectives.
These knowledge and abilities are expected to be obtained from the following kinds of experience with substantial participation in the formulation, operation and/or evaluation of program policies (experience may have been paid or volunteer; in State service, other government settings, or in a private organization):
CEA Level A - Responsible for broad administrative and program activities, including the execution and/or evaluation of program policies.
CEA Level B - Responsible for extensive managerial and program administration or broad program manager experience with substantial participation in the formulation, operation, and/or evaluation of program policies.
CEA Level C - Responsible for extensive highly professional influence and contributes to program, policy, and the methods to provide professional services needed to set policies, to meet the mission of the State department and often exercising technical and or professional skills that are required at this level.
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.
Examination Information
The examination process will consist of an evaluation of the candidate's application, resume and Statement of Qualifications (SOQ) by a designated screening committee. The screening committee will use predetermined evaluation criteria derived from the knowledge, skills and abilities, and desirable qualifications listed on this announcement. Candidates should ensure they are thorough when describing their experience relative to the areas described.
The SOQ may also serve as documentation of the candidate's ability to present information clearly and concisely in writing, since this is a critical factor to successful job performance. The SOQ may be the only basis for the candidate's final score and rank on the eligible list. Candidates will be ranked competitively, and each candidate will be notified in writing of their examination results.
If you meet the requirements stated in this announcement, you may take this competitive examination. Possession of the Examination Qualifications requirements does not assure a place on the eligible list. Your performance in the examination will be compared with the performance of others who take this examination, and all successful candidates will be ranked according to their scores.
A minimum rating of 70% must be attained in the Examination to obtain list eligibility for this position. All candidates will receive written notification of their examination results.
The results of this examination will only be used to fill this position. Applications will be retained for twelve months.
Hiring interviews for the Job may be conducted with the most qualified candidates.
The examining Department reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which