Santa Clara Member Service Center Manager

Job Description and Duties

The CalSTRS Retirement Readiness Division is seeking a motivated individual to work as a Supervisor II at the Santa Clara Member Service Center .

The Retirement Readiness (RR) Division is the principal area of the organization that develops, delivers, and coordinates educational services to CalSTRS members, employers, and staff. The goal of RR is to ensure that all members receive adequate, timely, and accurate information in order to make sound decisions regarding their CalSTRS benefits.

Consider joining us in our Santa Clara Member Service Center, a beautiful building adjacent to major freeways and within walking distance of Caltrain, Levi’s Stadium and Great America Theme Park. Enjoy free 24/7 secure covered parking, a full-service café, free fitness center for tenants, an award-winning restaurant, and walking and cycling trails. As part of the CalSTRS team, you’ll experience an award-winning recognition program and ongoing learning and career development opportunities.

Under the general direction of the CalSTRS Northern Regional Manager, Pension Program Manager III, and while working with division management team of Retirement Readiness (RR), the Member Service Center Manager (Supervisor II) is responsible for the oversight and operational activities which include monitoring the quality of services, quantity of benefit planning sessions and workshops, monitoring service levels through analyzing performance metrics and survey data, and ensuring that the CalSTRS culture is maintained in the Santa Clara MSC and other satellite offices throughout the Bay Area region.

The ideal candidate will possess the following skills:

• Demonstrated history of quality performance and leadership in a performance-driven organization.
• Experience maintaining effective, positive, collaborative working relationships with peers, leaders, team members, and key stakeholders.
• Ability to offer coherent recommendations, exercise sound judgement, and make effective decisions.
• Well-developed interpersonal skills that display self-awareness and foster positive interactions with staff at all levels.
• Leadership experience. Ability to lead and manage staff and provide mentoring and coaching as needed
• Strong oral and written communication skills
• Familiarity with data management systems
• Experience with public speaking and presenting information to various audiences.
• Experience facilitating workshops and sessions
• Ability to work in a team environment and across divisions and units and enable the process of change and transition while helping others

Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.

In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts.

Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.

You will find additional information about the job in the .

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.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment with CalSTRS.

Special Requirements

Statement of Qualifications

Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to an interview. When completing the SOQ, please include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, 12-point font and address the following questions.

1. What skills do you believe to be the most critical for this position? Please describe your experience using those skills.
2. Please share the methods you would employ to coach, strengthen, engage, and support a team in a remote office. Include team building activities, level-setting exercises, and steps you would take to establish baselines.
3. This position requires 30% travel time. Please explain your communication style and explain how you would maintain good working relationships with other unit managers, leadership, and business areas when traveling.

Exam

This position requires a current Supervisor II examination . If you need to take the examination or if your score has expired, click here to gain list eligibility.

CalSTRS Personal Trading Program

Investment Branch employees are required to participate in the CalSTRS Personal Trading Program which allows CalSTRS to monitor employees’ personal trading transactions in order to reduce risks associated with insider trading, front running, and misusing material non-public information. Upon accepting a position within the Investment Branch, you will be required to disclose your personal broker account information and be required to utilize a personal broker from a designated list as provided by CalSTRS.

Background Investigation

Prior to employment with CalSTRS, 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 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.

Benefits

CalSTRS offers a competitive pay schedule and a work-life-balance for all its employees. The State of California provides comprehensive benefits packages determined by the employee’s bargaining unit and conditions of employment. Some benefits include:

• Alternative work schedules
• Flexible work hours
• Remote work options
• Medical benefits, including health, dental and vision insurance
• Paid holidays and a defined benefit retirement program
• More than four weeks of vacation/sick leave for leaders
• More than three weeks of vacation/sick leave for staff
• Health insurance in retirement
• Employee Assistance Program
• Loan forgiveness under the federal 

For the latest information on the benefits offered by the state of California, explore the Health Benefits Summary provided by CalHR .

ADDITIONAL APPLICATION INSTRUCTIONS

• Electronic applications through your CalCareer account are highly recommended.  If you are unable to apply electronically through your CalCareer account, please mail or drop off a hard copy of your application packet. Please provide the following information on your application 815-864-4801-001, RPA 1241, JC-535331
• If education is being used to meet the minimum qualifications, please submit a copy of your transcripts/degree.
• Training and Development (T&D) assignments may be considered for this position. If you are applying as a T&D, please indicate this in the eligibility section of your application.
  
• Candidate may be selected by application packet review only.
• Multiple positions may be filled from this recruitment.
• Submission of an incomplete STD 678 may result in disqualification. 

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 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.
• Other - A Cover Letter is required and must be included.
• Statement of Qualifications - A Statement of Qualifications is required. Please see the Special Requirements section of the job posting for detailed instructions.