Director, Office of Membership and State Support

SkillsUSA•Leesburg, VA

About The Position

This position is responsible for the supervision and direction of all membership services and state association support delivered to secondary and college/postsecondary education members. The director provides vision and strategies to ensure a strong, collaborative and inclusive relationship between all stakeholders. The director oversees efforts to assure departmental and organizational goals are met and oversees the development and expenditures related to the department budget.

Requirements

Bachelor’s degree or seven years of experience in overseeing customer success by combining customer goals with organizational goals to form a cohesive, data-led, and customer informed process.
A proven track record of performing well under pressure while remaining customer focused.
Strong leadership, communication, and customer focused interpersonal skills to engage effectively with diverse stakeholders and personnel supervision.
Proven ability to manage and supervise a creative, diverse and remote staff.
Excellent organization and consensus building and analytical skills; writing, editing, computer and public speaking skills; ability to work on multiple projects; ability to work with diverse groups; ability to work independently; proof of innovative approaches to leadership; and efficient and effective resource management.

Nice To Haves

Proven experience as an association director preferred but not required.
Non-profit association experience a plus.

Responsibilities

Serve as a strategic advisor to senior leadership on membership growth, state engagement, and customer experience, using data trends, and field feedback to inform organizational decision making.
Leads the development and use of membership and customer service analytics to drive decision making, set benchmarks, evaluate initiatives, and measure impact at the national level.
Collaborate across internal departments and external partners to align membership initiatives, pilot programs, technology solutions, and communication strategies that support organizational goals.
Leads change management efforts related to membership models, platforms, processes and service delivery, ensuring clear communication, training and adoption.
Builds high performing, customer focused team culture through coaching, professional development, accountability, and shared ownership of goals and outcomes.
Prepare and deliver quarterly board committee reports and updates, providing analysis, progress on strategic initiatives, risks, and recommendations related to membership, state support and customer experience.
Responsible for overseeing membership initiatives, analyzing metric data for setting membership goals and collaborating with offices within SkillsUSA to determine innovative programs for membership growth.
Responsible for overseeing member platforms and processes and identifying vulnerabilities.
Conduct research and focus groups to determine ways to scale membership.
Develop and implement pilot programs for exploring and adapting innovative membership models and collecting and analyzing discovery information.
Collaborate on the development of membership materials.
Lead and manage a team of individuals to deliver services systematically and professionally to stakeholders via live chat, emails and phone services.
Analyze trends in customer interactions and respond with new efficiencies and processes, technology updates, and collaboration on new resources and programming.
Determine and implement professional development needed for team to stay current with latest technologies and customer service trends.
Responsible for determining and managing departmental budget and ensuring revenue and expenses are tracked and monitored systematically.
Responsible for ensuring support and collaboration to staff and program management of SkillsUSA to ensure teamwork-based projects and tasks are managed efficiently and effectively.
Responsible for the inventory and management of e-commerce items, including curricula and educational resources, and collaborates on the developmental updates of those resources.
Responsible for monthly analytical reporting in relation to membership, membership finances and Customer Care Team activity for internal and external stakeholders.
Facilitates the completion of the Office of Membership and State Support work as outlined in the organization’s strategic plan.
Responsible for building and creating cohesive and collaborative relationships with state directors and state association leaders.
Responsible for collaborating with state association leaders to create innovative membership strategies and programs to meet association goals.
Oversees and supports new state director onboarding efforts, with a focus on long term engagement, retention, and successful transition into the role.
Ensures consistent implementation of membership policies, deadlines, and national initiatives across state associations.
Analyzes state performance data and provides targeted guidance and action planning support.
Identifies trends, risks, and opportunities across state associations and recommends strategic adjustments.
Oversees processes that support state association operations, ensuring clarity, consistency, and alignment with national policies.
Provide oversight of national scholarship programs, including application processes, eligibility alignment, coordination with internal teams and external partners, and monitoring of awards and disbursements.
Ensure accurate tracking, reporting, and communication related to scholarship participation, payouts, and outcomes.
Collaborate with internal teams to support scholarship strategy, compliance, and continuous improvement.
Required to attend the annual SkillsUSA National Leadership & Skills Conference.
Other duties as assigned by the Executive Director and/or immediate supervisor.