Director, Member Services

About the role

Job Purpose: The Director, Member Services provides strategic leadership for DREMC’s member service operations, ensuring consistent service standards, effective office operations and a positive member experience across all service locations. This position leads employees through process, system and service delivery changes, partners with departments across the organization and supports continuous improvement efforts that strengthen service quality, accountability and member satisfaction.

Responsibilities

• Provide strategic leadership and oversight for Member Services operations across DREMC’s service area and office locations, ensuring cooperative-wide consistency in policies, procedures and service quality standards.
• Champion a member-centric culture focused on service excellence, responsiveness, accuracy, transparency and empathy.
• Establish, monitor and use performance metrics and KPIs to evaluate service levels, identify trends and drive continuous improvement.
• Develop and implement action plans that improve operational consistency, employee accountability and member satisfaction.
• Provide direction for the resolution of escalated member concerns or complex service situations, ensuring issues are addressed professionally and with a member-first mindset.
• Conduct regular site visits and leadership meetings to assess needs, support MSR teams and ensure alignment with cooperative values, goals and service expectations.
• Lead, coach and develop Member Services leaders and teams through clear expectations, mentoring, performance management and accountability.
• Lead cooperative-wide change initiatives, including system upgrades, process improvements and service innovations, by developing communication, training, stakeholder engagement and adoption strategies that support successful implementation.
• Identify risks, barriers and mitigation strategies related to change efforts and member service operations.
• Collaborate with internal departments, including IT, HR, Engineering, Communications, Operations, Accounting and Executive Leadership to ensure cohesive execution of strategic initiatives, technology adoption and process improvements.
• Ensure compliance with cooperative policies, applicable local, state and federal regulations and industry standards.
• Stay current with industry trends, member needs and emerging technologies affecting the electric utility sector.
• Maintain a thorough understanding of DREMC’s policies, procedures, rate structures and member service systems.
• Model DREMC’s core values and promote a team-oriented, member-focused culture.
• Emergency response coverage as needed.
• Job Dimensions: Supervisory Responsibility