Memphis-Shelby County Schools

Manager - Constituent Services

Posted 4 Days Ago

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Memphis, TN, USA

In-Office

73K-106K Annually

Senior level

Edtech • Kids + Family • Social Impact

The Role

Manages a school district constituent call center and Parent Welcome Center, handling escalated concerns, training staff, monitoring performance metrics, preparing reports, and supervising employees. Oversees staffing, service quality, and operational processes while collaborating with district departments and schools to improve family and community engagement.

Summary Generated by Built In

Purpose and Scope

The Constituent Services Manager oversees the operations of the Constituent Call Center at the Parent Welcome Center, ensuring that parents, community members, and District employees receive timely, consistent, and high-quality customer service. The position manages escalated constituent concerns, develops and implements customer service training, monitors performance metrics, supervises staff, and collaborates with District departments and schools to strengthen service delivery and support the goals of Family and Community Engagement (FACE).

Essential Job Functions

Manages the Constituent Call Center at the Parent Welcome Center, the first point of contact for parents, community members, and employees who contact the District.

Handles escalated calls that cannot be answered by Call Center Assistants; serves as next point of contact before escalating to the Director of Family and Community Engagement and School Operations.

Provides comprehensive and consistent Customer Service Training for district departments and schools.

Directs the preparation and maintenance of a variety of narrative and statistical reports, records, correspondence, and files related to assigned service, activities, and operations; provides for appropriate research and compiles weekly, monthly and annual reports.

Tracks relevant metrics related to Call Center and Parent Welcome Center performance over time; develop supporting systems and processes to track these metrics.

Supervises direct report(s) to effectively recruit, train, motivate, delegate, monitor and evaluate their activities, including hiring, firing, and disciplinary decisions. Provides staff with resources needed to successfully perform work.

Manages staffing of full-time Call Center Assistants, along with seasonal temporary support as needed, to provide superior customer service and manage call volume in an efficient and cost-effective manner (i.e., with employees at high utilization levels).

Works collaboratively with other managers and management representatives in Family and Community Engagement (FACE) to achieve a system-wide result. Formulates local targets, goals, and activities that are in sync with and support the broader goals and objectives of the organization.

Performs other related duties as assigned or directed.

Minimum Qualifications

Graduation from an accredited college or university with a Bachelor’s degree in Public Administration, Business Administration, Communication, Education, Human Resources or a related field, plus five (5) years of progressively related experience in customer service, constituent relations, call center operations, or community engagement; OR a combination of education and experience totaling nine (9) years. Three (3) years’ experience in customer service, constituent relations, or call center including two (2) years in a supervisory or team-lead capacity required. (PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED)

Degree Equivalency Formula:

Bachelor’s Degree= 4 years plus required years of experience.

Master’s Degree=6 years plus required years of experience.

Additional Job DetailsInterested persons should apply directly for this position through the MSCS Careers website: www.scsk12.org/careers The salary range is: $73,462.40 minimum to $105,665.50 maximum

Skills Required

Bachelor's degree in Public Administration, Business Administration, Communication, Education, Human Resources, or a related field, plus five years of progressively related experience
Alternatively, a combination of education and experience totaling nine years
Three years of experience in customer service, constituent relations, or call center operations
Two years of experience in a supervisory or team-lead capacity
Proof of education, training, and/or experience

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The Company

HQ: Memphis, TN

6,500 Employees

Year Founded: 2015

What We Do

Memphis-Shelby County Schools is a large public school district in Memphis, Tennessee, focused on preparing students for success in learning, leadership, and life. Its schools provide rigorous, engaging curricula aimed at college and career readiness, while the district emphasizes effective teachers and school leaders, parent and stakeholder involvement, and stronger community partnerships to support student achievement and educational outcomes.