Membership Experience & Operations Director

Description

POSITION SUMMARY

The Director of Membership Experience and Operations provides operational leadership for ACSA’s end-to-end membership lifecycle and member support experience. This role oversees membership operations, customer service delivery, workflow optimization, data integrity, and continuous improvement for a statewide professional association serving approximately 18,000 members. The Director serves as a hands-on leader, partnering directly with staff, members, and internal stakeholders to resolve issues, improve processes, and ensure membership services are delivered accurately, efficiently, and with a high level of professionalism. 

SUPERVISION RECEIVED AND EXERCISED

Reports to the Deputy Executive Director. Methods of performing tasks are left to the discretion and judgement 

of the employee with occasional guidance from manager. Responsible for leading membership processing team.

 KEY LEADERSHIP RESPONSIBILITIES 

• Foster a collaborative, accountable, and service-oriented team culture through active coaching, mentoring, communication, and employee development.
• Lead the operational performance of the full membership lifecycle, including onboarding, renewals, dues administration, reinstatements, eligibility interpretation, and exception handling
• Ensure strong data stewardship, payment integrity, audit readiness, and operational compliance
• Develop and maintain SOPs, service protocols, internal controls, and training resources
• Oversee membership-related customer service operations, including ticket/case management workflows, escalation processes, response quality, and service-level expectations.
• Build and sustain a member-centered service culture focused on responsiveness, consistency, professionalism, and issue resolution
• Monitor dashboards, backlog trends, workflow bottlenecks, and operational metrics; implement corrective action as needed
• Lead continuous improvement initiatives that streamline workflows, reduce manual workarounds, improve accuracy, and enhance member experience
• Build strong working relationships across the organization and demonstrate professionalism, emotional intelligence, and sound judgement when navigating operational challenges and member concerns. 
• Serve as business lead for membership operational systems; partner with Finance, IT and Data Teams, vendors, and internal stakeholders on enhancements, testing, and issue resolution
• Partner with leadership to identify recurring member pain points and recommend improvements
• Develop and manage departmental budgets, priorities, and resource planning
• Support assigned committees, councils, or organizational initiatives as needed
• Perform other duties as assigned. 

MINIMUM QUALIFICATIONS

Knowledge, Skills & Competencies:

• Demonstrated ability to lead, motivate, and develop employees through coaching, feedback, and relationship-building
• Operational leadership and workflow optimization
• Customer service excellence and service delivery management
• Customer Relationship Management/Association Management Software (AMS) platforms (Microsoft Dynamics 365 or similar strongly preferred)
• Ticketing/case management platforms and service operations workflows
• Dashboard literacy and operational performance analysis
• Process documentation and internal controls
• Data stewardship and quality assurance
• Budget oversight and project management
• Strong communication, judgment, and problem-solving
• Change leadership, coaching, and team development
• Strong interpersonal skills with the ability to build trust, navigate difficult conversations, and work effectively with diverse personalities and constituents.
• High degree of emotional intelligence, professionalism, diplomacy, and customer-service orientation. 

Education & Experience:

• Bachelor’s degree in business administration, nonprofit management, operations, public administration, or related field preferred; equivalent experience considered
• 7+ years of progressively responsible leadership experience in membership operations, customer service operations, association management, or related business operations, including direct supervision and development of employees.
• Demonstrated success leading operational teams through change, process improvement, workload management, and service delivery challenges.
• Experience managing customer service workflows, ticketing systems, or member support operations.
• Experience partnering cross-functionally with finance, technology, operations, and service teams

WORKING CONDITIONS

• Extended periods of computer-based work
• Occasional lifting or movement of materials up to 25 pounds.
• Periodic travel, including occasional overnight travel.