Manager, Member Services Operations

American Optometric Association • St. Louis, MO

5d • Hybrid

About The Position

This position is based out of our main office in St. Louis, Missouri, but it is eligible for a hybrid schedule (up to 2 remote workdays per week) in accordance with AOA's telecommuting policy. If you thrive in mission-driven environments and enjoy improving service-oriented processes and bringing structure to complex operations, you’ll excel as AOA’s Manager, Member Services Operations . This role blends hands-on member services leadership with project management and operational forward thinking—helping modernize how we serve our members. PURPOSE The Manager, Member Services Operations is responsible for delivering high ‑ quality day ‑ to ‑ day member services while leading operational and project management efforts across the Membership department. This role oversees front ‑ line service operations, manages intake and prioritization of member and internal requests, and serves as project manager for cross ‑ functional initiatives involving other AOA teams and affiliates. By applying systems thinking, continuous improvement, and automation, the Manager supports the evolution of member services operations—balancing immediate service needs with long ‑ term process enhancements that improve efficiency, consistency, and the overall member experience.

Requirements

• 5+ years of experience in membership, customer service or administrative operations.
• 3+ years of experience leading cross-functional collaboration and projects with clear timelines, deliverables and stakeholder coordination.
• 2+ years of experience supervising and leading staff in a service or operations environment.
• Comfortable working directly with members or customers, including handling complex or escalated scenarios with professionalism.
• Thinks systematically and proactively about process improvement, including automation and self-service functions (e.g., forms, templates/macros, knowledge base).
• Working knowledge of membership workflows (e.g., joins, renewals, dues, refunds) or comparable customer lifecycle processes.
• Proven ability to get “into the weeds” while also keeping an eye on the bigger operational picture.
• Hands-on experience with AMS/CRM systems.
• Demonstrated success with project management tools and ticketing systems to manage workflows, intake, track progress, and reporting.
• Experience with reporting and dashboards (Power BI or similar), including defining operational KPIs and partnering with analysts.
• Proficient in Office 365 (Excel, Outlook and Teams).

Nice To Haves

• Related experience leveraging AI tools is a plus.

Responsibilities

• Serve as project manager for high‑impact membership initiatives, coordinating intake, scope, timelines, stakeholders, and deliverables, while maintaining clear project documentation, tracking risks and dependencies, and escalating blockers as needed.
• Supervise and support Member Services staff, leading day‑to‑day Member Services operations, ensuring effective prioritization of work and consistent service quality across phone, email, and ticketing platforms.
• Run the Membership team’s operating cadence, including daily stand‑ups, weekly planning and prioritization, backlog management, and escalation of issues.
• Manage Membership work intake and prioritization, balancing urgent member needs with strategic projects and process improvements.
• Oversee and optimize the Member Services ticketing system (Zoho Desk preferred), including workflows, routing rules, SLAs, templates, knowledge base integration, and reporting.
• Identify and implement process improvements, automation, and self‑service solutions to reduce cycle time, errors, and repeat inquiries.
• Track, analyze, and report on service performance, operational throughput, and project progress using defined KPIs.
• Train AOA and affiliate staff on membership resources and tools, develop support documentation, standard operating procedures, training materials, and other internal knowledge resources.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees