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Rip City

Manager, Membership Services

Portland, OR, United States

$90,000 to $100,000 USD / year

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Job details

Pay: $90,000 to $100,000 USD / year
Posting language: English

Original job description

Description

Position at Portland Trail Blazers

Become a part of the team behind the team.

As employees of the Portland Trail Blazers at the Rose Quarter, we do more than basketball. We are blazing trails toward winning championships on and off the court.

We are pioneers and innovators. We look for people who push boundaries, who dream, who are committed to inclusivity – who want to contribute to Rip City!

As our Manager, Membership Services, you will lead and develop the Membership Services team, bringing out their strengths and empowering them to deliver exceptional experiences for our Season Ticket Members. You will set the tone for a collaborative, accountable and service-driven team, providing coaching, feedback and support to help team members grow, achieve their goals, and build lasting member relationships. You will play a key role in shaping the overall member experience, from ensuring consistent service standards and supporting the resolution of complex member concerns to finding opportunities to elevate member satisfaction and retention. Through regular coaching, team communication, and game-night leadership, you will help your team deliver proactive, personalized service at every touchpoint. Our ideal candidate is a relationship-driven professional with experience in sports. You bring a proven track record of success in service or account management, along with a passion for creating exceptional member experiences. You lead through trust, communicate with emotional intelligence, and know how to navigate challenging conversations and turn member feedback into positive outcomes. You bring sound judgment, take ownership of challenges, and know when to make decisions independently or involve leadership.

Whether you have formally led a team or are ready to take the next step in your leadership journey, you enjoy supporting others, setting clear expectations, providing constructive feedback, and helping a team perform at its best. If this sounds like you, apply today!

DAY-TO-DAY:

Team Leadership & Employee Development

Lead, manage, and develop a team of seven Membership Account Managers, fostering a culture of accountability, trust, collaboration, professional growth, and exceptional member service.
Conduct regular one-on-one meetings and weekly team meetings with direct reports to review performance, discuss goals, provide feedback, identify challenges, and support individual development.
Provide ongoing coaching, constructive feedback, and recognition to support employee engagement, performance, and career advancement.
Support onboarding, training, and continued education for new and existing team members.

Membership Experience & Client Support

Support the delivery of exceptional, personalized service to Season Ticket Members across Full, Half, and Quarter Season ticket products.
Serve as an escalation point for complex, sensitive, or high-impact member concerns, providing thoughtful, timely, and solution-oriented resolutions.
Ensure consistent execution of member touchpoints, service standards, and account management expectations.

Game Night & Department Initiatives

Partner with internal departments to resolve member issues and deliver seamless service across all client interactions.
Support the Sr. Director of Membership Services & Groups in executing department goals, strategies, and priorities.
Monitor team performance, service activity, member engagement, and retention-related metrics to identify opportunities for improvement.
Ensure team members maintain accurate account information, communication records, and follow-up activity within CRM and ticketing systems.
Contribute to a positive, inclusive, and high-performing department culture.

WE’D LIKE TO HEAR FROM YOU IF YOU HAVE:

Demonstrated experience in sports or a related member-facing environment, with a proven track record of success in service, account management, or client relationship management.
Ability to coach staff, establish clear expectations, and address performance concerns with consistent, constructive feedback.
Skill in resolving member concerns through active listening, sound judgment and timely follow-through.
Ability to interpret retention, service and engagement data and turn findings into practical team actions.
Working knowledge of CRM and ticketing workflows in Archtics, or experience with other ticketing platforms.
Emotional intelligence, strong interpersonal skills, and the ability to build trust and establish meaningful relationships with members, colleagues, and partners.
Ability to communicate clearly with members, staff and cross-functional partners, verbally and in writing.
Ability to make operational decisions within established policy and recognize when an issue requires senior-leader review.

WE’D BE THRILLED IF YOU ALSO HAVE:

Experience with Archtics or other professional sports ticketing platforms.
Experience leading or supporting a high-performing sales, service, or account management team.
Experience working in or managing sporting events or similar environments.

Offers of employment are conditional upon the successful results of an individual background check. We consider qualified applicants with criminal histories and review results on an individual basis. The Portland Trail Blazers at the Rose Quarter embraces diversity and inclusion. We celebrate individual expression and uniqueness on our campus. We do not tolerate harassment or discrimination. We are committed to hiring individuals that reflect the community we serve without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, disability, genetic information, or other legally protected characteristics. We are an equal opportunity employer.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

PERKS:

We invest in our employees inside and outside of work. Our benefits package for full-time teammates includes:

Salary Range: $90,000 – $100,000 annually, plus bonus potential
Competitive Healthcare Coverage
Retirement Plan
Paid Maternal & Parental Leave
Flexible Time Off (3 weeks + 11 holidays)
Wellness Perks
Tuition Reimbursement
Free Parking + Discounted Mass Transit Passes
Discounted & Complimentary Tickets
Ongoing Learning & Development

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More about this job

Skills

Coaching
Communication skills
Leadership
Make independent operating decisions
Team leadership
Coach employees
Active listening
Interpersonal skills
Sales
Sporting events

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Work requirements

Jobs in the United States