Member Services Manager

The Member Services Manager is a strategic contributor to the Academy's evolving membership strategy, and assists with the development and implementation of infrastructure for a high touch membership experience. The Member Services Manager is also responsible for maintaining the integrity of the member database, implementing standard operating procedures for membership operations and managing the daily operations of the Member Services team.

Responsibilities:

• Manage the daily operations of the Member Services team. Key responsibilities include 1) department administration and oversight of membership policies and procedures to ensure effective, delivery of benefits and services to members; 2) supervise, develop and coach four direct reports; 3) support the development of membership dues revenue projections and department budgets; 4) monitor and enhance Member Service operation workflows for a seamless, high touch member experience; 5) document and refine standard operating procedures for membership processes.
• Oversee the creation and execution of the membership communication plan/master calendar. Key responsibilities include 1) work in tandem with the Director of Membership and Customer Service to develop and implement strategies to recruit, engage and retain Academy members; 2) recommend, develop and implement enhancements to member value proposition, including affinity programs; 3) assist in the identification and engagement of at-risk members; and 4) track, report and analyze membership-related statistics.
• Act as department lead on the Academy's membership database management. Ensure data integrity of member records, dues billing and collections, reconciliation of dues revenue. Provide monthly and annual membership reconciliation reports.
• Collaborate with cross-divisional teams to ensure consistency in membership value proposition messaging, improve usability and enhance the member experience on aao.org, Ophthalmology Job Center and other Academy platforms.

Requirements:

• 5 years' program management experience, including budget management, preferably in associations or non-profit organizations with experience in staff development
• Motivated, high-energy self-starter with a strong sense of accountability
• Highly organized and detail-oriented, flexible and collaborative with an ability to prioritize and manage multiple projects and programs simultaneously
• High level of proficiency with Microsoft Office applications and customer relationship management (CRM) systems
• Excellent written and oral communications skills
• Analytical skills and the ability to think things through, anticipate solutions and next steps
• Ability to speak and write in a foreign language professionally, preferably Spanish (optional)
• Travel required to the Academy's Annual Meeting
• Remote schedule - With manager approval, this position is eligible for up to 2 remote workdays per week

Salary: $132,120