Director, Member Services

Description BE A PART OF POWERING SOUTHERN MIDDLE TENNESSEE! Duck River Electric Membership Corporation (DREMC) is a member-owned electric cooperative, serving an area of approximately 2,500 square miles across 17 counties in southern middle Tennessee. Our amazing team at DREMC distributes safe and reliable electricity at the lowest possible cost, promotes and facilitates economic development, and enhances the quality of life of over 87,000 members (and growing) across 6,500 miles of line. Location: Shelbyville, TN 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. Job Dimensions: Supervisory Responsibility: Provides leadership, coaching and accountability for Member Services Managers, the Member Services Analyst and Member Services teams. Oversees hiring, onboarding, training and performance management for assigned Member Services roles. Budget Responsibility: Oversees assigned Member Services budgets, monitors spending and recommends resource needs to support service quality, operational consistency and strategic initiatives. PRINCIPAL ACCOUNTABILITIES • 1. 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. • 2. Champion a member-centric culture focused on service excellence, responsiveness, accuracy, transparency and empathy. • 3. Establish, monitor and use performance metrics and KPIs to evaluate service levels, identify trends and drive continuous improvement. • 4. Develop and implement action plans that improve operational consistency, employee accountability and member satisfaction. • 5. Provide direction for the resolution of escalated member concerns or complex service situations, ensuring issues are addressed professionally and with a member-first mindset. • 6. Conduct regular site visits and leadership meetings to assess needs, support MSR teams and ensure alignment with cooperative values, goals and service expectations. • 7. Lead, coach and develop Member Services leaders and teams through clear expectations, mentoring, performance management and accountability. • 8. 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. • 9. Identify risks, barriers and mitigation strategies related to change efforts and member service operations. • 10. 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. • 11. Ensure compliance with cooperative policies, applicable local, state and federal regulations and industry standards. • 12. Stay current with industry trends, member needs and emerging technologies affecting the electric utility sector. • 13. Maintain a thorough understanding of DREMC's policies, procedures, rate structures and member service systems. • 14. Model DREMC's core values and promote a team-oriented, member-focused culture. • 15. Emergency response coverage as needed. MINIMUM REQUIREMENTS • Education: Bachelor's degree in Business Administration, Organizational Leadership, Communications, or a related field. • Experience: 10 or more years of progressive experience in member service, with at least 3 years in a supervisory or management role. Experience within an electric cooperative or utility industry strongly preferred. • Certification/License: Valid driver's license required; selected candidate must obtain a valid Tennessee driver's license within 90 days of employment if not held at time of hire. Certifications relevant to customer service and/or management functions (e.g., TVPPA Supervisor Certificate of Customer Service) are preferred. • Knowledge/Skills/Abilities: Strong leadership, coaching and interpersonal skills, with the ability to build accountability and develop teams. Proven ability to lead change, influence stakeholders and guide employees through operational or technology transitions. Exceptional communication, judgment and problem-solving skills. Ability to use data and performance metrics to guide decisions and improve service quality. Ability to collaborate across departments and support cooperative-wide initiatives. Ability to prepare and present clear, professional information and recommendations to senior leadership and governing boards. Ability to evaluate, support and improve use of member service systems and related technologies. • Physical Requirements: Frequently required to sit for extended periods at a desk or in meetings. Regular use of hands and fingers to operate computers, phones, and other office or multimedia equipment. Visual acuity is required for reading, editing, and creating written content, graphics, and presentations. Must be able to clearly communicate in both verbal and written formats with members, employees, leadership, board members, media, and community stakeholders. Occasionally required to stand, walk, bend, or lift up to 25 pounds (e.g., promotional materials, presentation equipment, or event supplies). May need to travel between office locations, attend community events, or represent the organization at public functions. • Work Environment: Work is primarily performed in a professional office setting with standard lighting, equipment, and climate control. Regular use of digital communications tools, graphic and video editing software, and office systems. Occasional work is required at community events, member meetings, or off-site engagements -may involve varying weather conditions and public-facing interaction. May occasionally work evenings or weekends to support community outreach, crisis communications, or cooperative events. This role requires collaboration, strategic planning, creativity, and adaptability in a fast-paced and highly visible environment that serves both internal and external audiences. This job description is intended to identify the essential functions of a position and should not be interpreted as all-inclusive. An employee may be required to perform other reasonably related business duties as assigned by immediate supervisor and/or management as needed. DREMC reserves the right to revise or change the job description as the need arises, or work schedules based on their duty to accommodate individuals with disabilities. This job description does not constitute a written or implied contract of employment. EEOC: 101-Exec/Sr Officer | Supervisory | Pay Grade: 16 | Exempt | No residency requirement Position description effective date: August 2026 BENEFITS: • DREMC provides a comprehensive program of employee benefits, including group medical, dental, vision, employer-sponsored medical clinic, life and long-term disability insurance programs, defined benefit retirement and 401K savings plans, and tuition reimbursement. DREMC does not accept resumes from third-party recruiters. Equal Opportunity Employer EOE/AA M/F/D/V #J-18808-Ljbffr