Member Experience Manager

Member Experience Manager

Full-Time | Management Opportunity

Lead exceptional service. Elevate the member experience. Build a stronger team.

Are you a customer experience leader who knows how to turn great service into a competitive advantage?

We are seeking a strategic, hands-on Member Experience Manager to lead Customer Service Center and Outbound Sales operations for an established professional membership organization.

This is an exciting opportunity for a leader who combines operational expertise, analytical thinking, team development, and a passion for delivering personalized, high-touch service.

The ideal candidate understands that exceptional service goes beyond answering questions. It means anticipating needs, taking ownership, resolving challenges, and creating positive experiences that strengthen relationships, satisfaction, and long-term member loyalty.

What You'll Do

Customer Service & Contact Center Leadership

• Oversee daily operations of the Customer Service Center and Outbound Sales Team.

• Manage, coach, and develop a team of approximately 4–8 employees.

• Oversee contact center operations handling approximately 40,000 calls annually.

• Establish service standards, performance expectations, and accountability measures.

• Coordinate vendor relationships and ensure timely resolution of member needs.

• Promote a personalized, proactive, and professional service experience across all interactions.

Operational Excellence & Performance Management

• Monitor and analyze contact center performance metrics, including Average Handle Time (AHT), Average Speed of Answer (ASA), service levels, abandonment rates, first-contact resolution, and member satisfaction.

• Develop performance dashboards and recurring reports to identify trends and improvement opportunities.

• Evaluate staffing, workflows, training, and technology to improve operational effectiveness.

• Develop, document, and implement standard operating procedures and process improvements.

• Identify recurring service issues and implement sustainable solutions that improve outcomes.

Member Experience & Service Recovery

• Establish high-touch service standards emphasizing empathy, responsiveness, personalization, and relationship-building.

• Handle complex member escalations and service recovery situations.

• Ensure member concerns are addressed professionally and resolved with ownership and follow-through.

• Identify opportunities to improve onboarding, renewals, benefit utilization, and overall member engagement.

• Maintain accurate member records and ensure commitments and follow-up activities are completed.

Team Development & Cross-Functional Collaboration

• Provide ongoing coaching, performance feedback, and professional development.

• Establish quality assurance programs, call reviews, and ongoing training initiatives.

• Partner with Marketing, IT, and other departments to improve the overall member journey.

• Lead projects from planning through implementation, ensuring timelines, responsibilities, and deliverables are met.

• Hold team members and cross-functional partners accountable for commitments and results.

• Support the Director of Member Value & Experience through dependable execution, communication, and operational leadership.

What We're Looking For

• Bachelor's degree or equivalent combination of education and experience.

• 5+ years of progressive experience in customer experience, member services, contact center operations, or a comparable high-touch service environment.

• At least 2 years of experience supervising, coaching, or managing customer-facing teams.

• Demonstrated experience managing contact center operations and performance metrics.

• Strong understanding of service quality, customer satisfaction, reporting, and continuous improvement.

• Experience developing processes, procedures, and operational workflows.

• Excellent communication, leadership, conflict resolution, and problem-solving skills.

• Strong analytical abilities with the ability to translate data into actionable improvements.

• Proficiency in Microsoft 365 and the ability to learn CRM, association management, and contact center platforms.

Preferred Experience:

• Background in a membership organization, professional association, or nonprofit environment.

• Experience delivering elevated, personalized customer service.

• Experience with contact center technology, quality assurance programs, and performance dashboards.

The Ideal Candidate

You are a proactive, detail-oriented leader who takes ownership, anticipates challenges, and doesn't wait to be told what needs to be done.

You are comfortable having difficult conversations, challenging ineffective processes, and holding others accountable while maintaining a positive and collaborative team environment.

You understand how to balance exceptional member service with operational efficiency and know how to turn performance data into meaningful improvements.

Why Consider This Opportunity?

• Leadership opportunity with the ability to influence the member experience.

• Opportunity to develop a team and establish elevated service standards.

• Ability to drive operational improvements and make a measurable organizational impact.

• Collaborative, mission-driven professional environment.

• Opportunity to contribute to member satisfaction, engagement, and retention.

Ready to lead a team and create exceptional member experiences?

We would love to connect with you!

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to protected status. Reasonable accommodations are available throughout the application and employment process.