Program Manager - Office of Retirement Services, Pension Benefits Division

City of San Jose•San Jose, CA

7d•Hybrid

About The Position

The Pension Benefits Division is seeking a collaborative, innovative, and service-oriented Program Manager to lead disability retirement and customer service operations for the City's pension systems. This is an exceptional opportunity to make a meaningful impact by leading high-performing teams, enhancing the customer experience, and driving business-led technology and process improvements that support thousands of active and retired City employees and their families. Reporting to the Division Manager, the Program Manager provides leadership for multiple teams responsible for administering complex retirement, disability, death, and customer service functions for both sworn and non-sworn members. This position plays a critical role in ensuring the accurate, timely, and legally compliant delivery of pension benefits while fostering operational excellence, continuous improvement, and exceptional customer service. The Program Manager will also have the opportunity to help shape the future of the Division by leading strategic initiatives, modernizing business processes, implementing technology solutions, and collaborating across the organization to improve the delivery of retirement services. This position follows a hybrid work schedule, with four days per week in the office and one remote workday. The specific remote workday will be determined in collaboration with the selected candidate based on operational needs.

Requirements

A Bachelor’s Degree from an accredited college or university.
Five (5) years of directly-related experience, including two (2) years of supervisory experience.
Possession of a valid State of California driver's license may be required for some assignments.
Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel.
Sound judgment, exceptional analytical and problem-solving skills, effective communication, political acumen, and the ability to build strong working relationships across all levels of the organization.

Nice To Haves

An experienced, collaborative leader with a passion for public service and continuous improvement.
Strong experience in pension administration, public-sector benefits administration, or another complex regulatory human resources environment.
Demonstrated ability to lead high-performing teams, manage legally sensitive programs, and successfully implement operational and technology improvements.
Equally comfortable leading people, managing complex operations, and driving strategic initiatives that improve service delivery and organizational effectiveness.

Responsibilities

Provide leadership and supervision for the Disability Retirement, Retirement/Death Intake & Customer Service, and Business Systems teams (6.0 FTE).
Oversee the administration of the Disability Retirement Programs for the Police and Fire Department Retirement Plan and the Federated City Employees' Retirement System (FCERS).
Present disability retirement cases and recommendations to the Pension Boards and Disability Committees.
Manage contracts and relationships with disability retirement legal counsel, independent medical examiners, and other medical service providers.
Lead high-volume retirement intake and customer service operations supporting thousands of member inquiries and benefit transactions each year.
Champion business-led technology initiatives, digital transformation, and self-service enhancements to improve operational efficiency and the member experience.
Review and approve complex pension benefit calculations, retirement benefit setups, payroll adjustments, disability determinations, and other specialized pension transactions.
Partner with division leadership to develop policies, improve business processes, analyze complex issues, and ensure compliance with the San José Municipal Code and applicable laws and regulations.
Mentor, coach, and develop staff while fostering a collaborative, inclusive, and customer-focused team culture.