Department Director, Inbound Services

Why Texas Association of School Boards (TASB)

We come from humble beginnings — picture a one-person organization created in 1949 to advocate for excellence in public education on behalf of Texas school board members. Flash forward to today, and we have over 500 employees working together to provide 1,024 school districts with purposeful resources so they can focus on what matters most — excellent and equitable education for all 5.4 million Texas students. 

We feel privileged to work alongside talented team-members who are passionate about education and enjoy learning from new and different perspectives.  We believe what makes our organization highly successful is the rich diversity our employees collectively bring to TASB with different backgrounds, skillsets, cultures and ethnicities, gender identities, interests, abilities, and work styles. And our passion for education and learning doesn’t end there. Our culture has always encouraged employees to grow and become their best selves both professionally and personally through a variety of innovative and collaborative development opportunities. You’re likely beginning to see why we’ve been regularly named by Austin Business Journal as a Top Ten Best Places to Work! 

TASB offers competitive pay, rich benefits (including retirement matching of 2:1 up to 5% after one year. This means that if you contribute 5% to the plan, TASB will contribute 10%), onsite daycare, onsite gym, wellness program, tuition reimbursement, remote work options, and more. 

Every role at TASB thoughtfully complements our mission and the educational impact being made in communities across Texas. If you consider your work exceptional and want to help drive our mission forward, keep reading!

About You

As a Department Director of Risk Management Inbound Services, you will bring deep expertise and leadership in high-quality service delivery and operational excellence. In addition, you’ll be highly valued for your ability to achieve results through managing others’ performance. 

A Typical Day 

• Direct the performance of service teams for document ingestion and processing, data entry, first notice of loss, and contact center operations.
• Establish, monitor, and maintain key performance metrics to ensure delivery of high-quality service for internal and external customers, and provide analysis of performance data and trends
• Develop collaborative partnerships with stakeholders to ensure business processes, workflows, and services are maintained for effective operations and optimal service results.
• If you’re still reading, we’d love to meet you!

How You’ll Make an Impact

• Working with the Risk Management Technology Programs team, identify, evaluate, and implement current and new technologies on an ongoing basis, including defining user requirements and establishing technical specifications related to production, productivity, quality, and service standards, aimed at driving efficiency improvements and enhancing the experience for customers.
• Develop and implement department strategies for operations, procedures, controls, systems, and oversight of staff to promote communication and adequate information flow.
• Engage in short-term and long-range planning based on objectives and priorities, including managing an operational budget, conducting needs assessments, capacity planning, and cost/benefit analyses.
• Ensure effective internal controls are in place and adhered to in all areas of inbound services, considering highest areas of risk in operations.
• Recruit, hire, and train staff, as appropriate, to ensure continuity of operations and delivery of all services according to proscribed targets
• Oversee the assignment of workflow roles assesses team performance and communicates job expectations through subordinate managers.
• Coach, counsel, and develop employees and recommend or initiate promotions, transfers, and disciplinary actions, as appropriate.

Skills For Success

Education and Experience: 

• Bachelor’s degree or equivalent work experience preferred
• At least five years of experience in a leadership role managing others, departments, and programs 
• At least seven to ten years of experience in customer or member service, or equivalent field
• Prior experience in claims or contact center operations considered a plus
• Experience with data analysis and performance metrics to drive improvements

Knowledge, Skills, and Abilities: 

• Excellent leadership, relationship-building, and interpersonal skills
• Possesses high standards for service delivery with ability to inspire others to meet those standards
• Strong oral and writt