Member Experience Manager - NJIH

WHO IS PORTAL INNOVATIONS:

Portal Innovations is a biotech venture development engine, focused on early-stage life science enterprises. We help exceptional life sciences innovators build their companies where they live and beyond. Launched in 2020, we surround these entrepreneurs with the resources and network they need for seed capital, state-of-the-art lab space, a community-based ecosystem, and access to experts in their fields and prospective investors and partners.

We are looking for colleagues who bring grit to our daily opportunities, seeing every task as a chance to grow. Our team strives to have a deep understanding of our members' needs, and we are dedicated to ensuring Portal is a vibrant and uplifting environment for everyone. Our people-centricity begins with how we empower each other—prioritizing a culture of mutual care so we can provide world-class service to the companies we support. In our collaborative space, we celebrate our wins and approach new challenges with resilience, viewing them as fuel for innovation to enhance the lives of our members. If you are excited to work alongside a team dedicated to making a meaningful impact, we want to meet you!

ABOUT THE ROLE:

We are looking for a warm, dynamic, customer service driven Member Experience Manager for our new location, the New Jersey Innovation Hub (NJIH) . You will set the tone for every member and guest interaction, ensuring an atmosphere of hospitality from the moment someone walks through our doors. This is a high-visibility role where exceptional people skills, and an unwavering commitment to the member experience journey is a must. Experience in hospitality, customer facing roles, front desk management, office operations and support, and events are a plus!

This is a FULL-TIME role. This role offers a dependable, ON-SITE routine from Monday through Friday. While we primarily stick to our standard business hours, our team does need to have flexibility and occasionally extends the day to meet the evolving needs of our growing business

IN THIS ROLE YOU CAN EXPECT TO

• Greet and welcome all members and guests with warmth, professionalism, and a genuine spirit of hospitality
• Oversee daily operations including visitor check-in, mail sorting, meeting room reservations, and deliveries
• Route member inquiries, concerns, and complaints with professionalism and a sense of urgency to the right parties
• Manage the reception area and common spaces, ensuring they are consistently organized, welcoming, and well-stocked
• Maintain snack and beverage inventory, ensuring stations, beverage areas, and communal kitchens are stocked and presentable
• Support meeting room and conference space bookings, ensuring rooms are set up, equipped, and ready ahead of each reservation
• Lead member orientation and connect new members to Portal resources and the broader community
• Collaborate with the on site team to execute high-value programs that drive member value

TO BE SUCCESSFUL IN THIS ROLE, YOU HAVE

• Demonstrated relevant experience in customer service, hospitality, events, communications, and/or front desk support
• Strong communication, organizational, and problem-solving skills
• Ability to work both independently and as part of a team
• Proficiency in Microsoft Office Suite, Canva and Google Suite
• Ability to lift up to 10–15 lbs and stand and/or sit for multiple hours at a time

QUALIFICATIONS WE ARE LOOKING FOR

• Minimum of one (1) year of relevant experience; 2+ years preferred
• Hospitality-first mindset with a genuine knack for customer and member relations
• Desire to work in a dynamic, fast-paced startup environment and wear multiple hats
• Professional can-do attitude and ability to adapt to a dynamic work environment
• Knowledge of the life sciences industry is a plus

Benefits: 

• Excellent Medical, Dental and Vision
• Life and Disability Benefits
• Flexible PTO Policy
• Generous Parental Leave
• 401K Program
• In Office Perks

Work Authorization/Security-Clearance Requirements:

Must be eligible to work in the United States.

Portal is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances.