Director of Member Experience Operations

Invited•Irving, TX

19h•Hybrid

About The Position

Invited, a dynamic company in the hospitality and service industry, has been building relationships and enriching the lives of its members, guests, and over 17,000 employees since 1957. As the largest owner and operator of private clubs nationwide, with over 130 country clubs, city clubs, and athletic clubs, Invited offers first-class amenities including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, and fitness centers. The Director, Member Experience Operations & Strategy, is a critical role focused on advancing the company's enterprise-wide member experience and operational priorities. Reporting to the Chief Membership Officer and supporting the EVP of Operations, this hybrid position (three days per week in the Irving, TX office) combines execution-led strategy, operational discipline, and analytical insight generation. The ideal candidate is a strong business thinker capable of interpreting data, identifying trends, translating insights into actions, and providing leadership to drive initiatives. The role is dynamic and adaptable, evolving with enterprise priorities and opportunities to enhance the member experience.

Requirements

Bachelor’s degree required
7–10+ years of experience in operations, analytics, consulting, or enterprise project leadership.
Strong analytical skills with the ability to translate data into actionable insights.
Proven experience preparing executive-level materials and presenting to senior leadership.
Proficiency in Excel and Power BI for analysis, reporting, and executive-ready reports.
Excellent organizational, communication, and project management skills.
Ability to manage multiple priorities in a fast-paced, evolving environment.

Nice To Haves

Hospitality, membership-based, or multi-unit experience strongly preferred.

Responsibilities

Support execution of member experience and operational initiatives across the Invited portfolio.
Translate strategy into actionable plans with clear ownership and outcomes.
Ensure clear communication, alignment, and consistent execution across departments, regions, and clubs.
Prepare executive-ready updates, reports, dashboards, and meeting materials.
Identify opportunities to improve clarity, adoption, and operational effectiveness of enterprise offerings.
Serve as the enterprise point of coordination for select third-party programs and partnerships that enhance Member Experience.
Support evaluation of future tools, platforms, and vendors that enhance personalization, communication, feedback, and experience consistency without acting as a technical or development role.
Develop data-driven operational assessments to identify trends, risks, and opportunities.
Lead preparation for club reviews, including analysis of: Member Spend, Dues Retention and KPIs, Member survey results and sentiment analysis, Resign reasons and attrition trends.
Synthesize complex information into clear insights and recommended actions.
Identify emerging trends and leading indicators early and translate them into actionable recommendations.
Provide strategic oversight of member surveys and feedback intelligence, ensuring insights are proactive, forward-looking, and decision oriented.
Develop consistent frameworks for reporting, insight distribution, and executive interpretation.
Partner with the VPs of Member Experience and SVP leaders to prioritize actions and translate insights into operational improvements.
Collaborate closely with Operations, Finance, Analytics, Strategy, IT and Member Experience teams.
Coordinate enterprise initiatives to ensure alignment, feasibility, and accountability.