Director, Member Support & Success
About The Position
The Director, Member Support & Success plays a critical leadership role in driving team performance, fostering accountability, and inspiring excellence. This position requires strong leadership skills, including the ability to motivate, mentor, and hold team members accountable for achieving organizational goals. This role oversees day-to-day member support operations, special projects, advertising operations, listing feed management, and while also managing the broker-to-broker referral program, and leading business development initiatives. The Director ensures operational excellence and continuous improvement in the overall member experience. This position is based in our Chicago HQ.
Requirements
- Proven leadership and team management skills with the ability to motivate and hold team members accountable.
- Strong analytical and problem-solving abilities.
- Experience with CRM systems (preferably HubSpot) and data reporting tools.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong project management and organizational skills.
- Technical proficiency with Microsoft Office Suite.
- Bachelor’s degree required; advanced degree preferred.
- 5+ years of experience in member engagement, recruitment, or related roles; real estate or relocation experience highly preferred
- Demonstrated ability to lead and coach a team and hold team members accountable.
- Excellent verbal and written communication skills and ability to collaborate across teams to drive initiatives.
- Project management and organizational skills; ability to implement process improvements and drive operational efficiency.
- Able to work and be flexible in a fast-paced environment with evolving deadlines.
- Professional maturity to interface with people of varying disciplines and cultures, in person or remotely
- Critical thinking with a focus on data-driven decision-making.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with analytics/reporting tools.
Nice To Haves
- HubSpot experience a plus
Responsibilities
- Provide strong leadership to motivate, inspire, and hold team members accountable for performance and results.
- Oversee day-to-day member support operations, ensuring timely and effective resolution of member inquiries and escalated issues.
- Lead and mentor the member support team to deliver exceptional service and foster a member-centric culture.
- Develop and manage help desk and support resources, ensuring consistent reporting and communication with leadership.
- Manage and execute special projects aimed at enhancing member experience and operational efficiency.
- Oversee advertising operations, including fulfillment of advertising contracts and production schedules.
- Direct listing feed management, ensuring data quality and timely resolution of technical issues.
- Manage global, domestic, and third-party referral programs, including broker-to-broker, affinity, network-generated leads, and third-party partnerships.
- Oversee network policies and procedures and lead referral dispute resolution to ensure a fair and consistent process.
- Implement and oversee the Fractional Services Program, ensuring alignment with organizational goals and member needs.
- Collaborate with internal teams to identify opportunities for process improvements and enhance member experience.
Benefits
- paid time off
- short- and long-term disability programs
- life insurance
- comprehensive health insurance (vision, dental, medical)
- 401(k) plan
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
11-50 employees
