Manager, Member Support & Success

Reliance Relocation Services Inc•Chicago, IL

1d•$70,000 - $85,000•Hybrid

About The Position

The Manager, Member Success and Support is responsible for leading the day-to-day delivery of exceptional service, support, and operational execution for members across LeadingRE and Luxury Portfolio programs. This role combines member success, support operations, and program administration responsibilities to ensure a consistent, high-quality member experience at every stage of engagement. This job is based in our Chicago Loop HQ, where we maintain a hybrid schedule.

Requirements

Bachelor’s degree in business, communications, marketing, or a related field preferred.
3+ years of experience in member services, customer success, account support, operations, or a related field, preferably in real estate, professional services, or membership-based organizations.
Prior people management experience with demonstrated ability to lead teams, build accountability, and support performance and development.
Strong communication, relationship management, and problem-solving skills, with the ability to work effectively across teams.
Strong organizational and project management skills, with the ability to manage multiple priorities and improve operational processes.
Experience with CRM or service platforms and comfort using data and reporting to monitor trends and improve service delivery.

Responsibilities

Lead, coach, and develop the Member Success and Support team, ensuring clear expectations, accountability, and strong service delivery.
Manage day-to-day team operations, workload prioritization, and service standards to ensure timely and accurate responses to member needs.
Provide training, feedback, and performance management that supports team effectiveness, collaboration, and continuous growth.
Ensure a high-quality member experience by delivering responsive, professional support across programs, services, events, and resources.
Oversee resolution of member questions, issues, and escalations, ensuring follow-through and strong service recovery when needed.
Identify member needs and opportunities to increase awareness, adoption, and engagement with available programs and tools.
Ensure the team is trained on programs, systems, policies, and procedures so they can effectively support members and deliver a consistent experience.
Monitor service activity, member feedback, and support trends to identify improvement opportunities and recommend process enhancements.
Partner with cross-functional teams to improve workflows, strengthen communication, and support broader member success initiatives.
Optimize advertising operations to drive revenue growth and enhance business outcomes.
Ensure accurate, timely execution of listing feed management and special projects that contribute to the organization’s financial performance.
Provide clear, consistent reporting and communication to leadership and stakeholders, supporting transparency and informed decision-making.