Manager, Membership Engagement and Experience

MGMA-ACMPE•Englewood, CO

5h•Hybrid

About The Position

The Medical Group Management Association (MGMA) is dedicated to advancing the business of healthcare, empowering medical group practices through data, insights, and advocacy since 1926. MGMA is seeking a Manager, Member Engagement & Experience for their Denver/hybrid team. This role is responsible for the design, delivery, and continuous improvement of member engagement experiences across various platforms including communities, networks, recognition programs, and volunteer opportunities. The Manager will advocate for the member experience, collaborating with Product Owners and cross-functional leaders to shape engagement outcomes while ensuring high-quality experience, adoption, and operational excellence.

Requirements

Ability to consistently promote, support, work, and act in a manner in support of MGMA’s mission, vision, and values/behaviors.
Deep knowledge of member engagement and experience design principles across digital and in person channels, including communities, networks, recognition programs, and volunteer experiences.
Demonstrated ability to lead complex engagement programs and portfolios end-to-end, from strategy and design through delivery, optimization, and scaling.
Strong ability to define engagement goals, success metrics, and experience standards that align with outcomes and organizational priorities.
Advanced experience using engagement data, KPIs, and member feedback to assess performance and drive continuous improvement.
Strong analytical and problem-solving skills to translate data and member insights into actionable recommendations.
Ability to oversee and optimize online community platforms, including configuration, workflows, content models, moderation practices, and operational governance.
Ability to lead complex programs and influence cross-functional partners without direct authority.
Ability to design and scale high-quality engagement experiences across platforms, programs, and audiences.
Strong program and portfolio management skills, including prioritization, operating rhythms, quality control, and continuous improvement cycles.
Exceptional written and verbal communication skills, including report writing, executive presentations, and stakeholder communications.
Strong organizational skills with the ability to manage multiple engagement initiatives, platforms, and stakeholder groups concurrently.
Ability to lead, develop, coach, and evaluate staff in alignment with organizational goals, performance expectations, and applicable employment policies.
5–8+ years of experience in member engagement, community management, or program delivery.
3 years of experience in a lead or supervisory capacity.
Demonstrated expertise managing online communities, including hands-on technical experience with platforms such as the Higher Logic.
Working knowledge of CRM/AMS platforms and member lifecycle models.
Must have reliable transportation.
Must have valid driver's license.

Nice To Haves

A Bachelor’s degree in Business Administration, Communications, Marketing, or related field is preferred.
Experience working with associations, chapters, or membership-based organizations preferred.
Experience operating in a federated or matrixed environment preferred.
Familiarity with healthcare organizations and practices preferred.

Responsibilities

Own the engagement experience strategy across communities, peer networks, recognition programs, and volunteer touchpoints.
Define engagement goals, success metrics, and experience standards aligned to membership outcomes.
Apply a learning mindset to continuously assess and improve engagement journeys, using methods such as surveys/NPS, interviews, journey mapping, usability-style testing, etc, to gather feedback and data.
Lead end-to-end delivery of engagement programs, including design, execution, operating rhythms, and improvement cycles.
Ensure consistent, high-quality engagement experiences across digital and in-person channels.
Manage engagement initiatives aligned to the membership roadmap and organizational priorities.
Oversee MGMA communities and networks to drive peer connection, participation, and learning.
Serve as the subject-matter expert for community operations and best practices.
Own day-to-day engagement operations within the Higher Logic community platform.
Configure, manage, and optimize community structures, workflows, content models, and moderation practices.
Partner with Product, Marketing and Technology teams to inform platform enhancements and engagement capabilities.
Define, measure and monitor engagement KPIs across programs and platforms.
Analyze participation, usage, and sentiment data to identify improvement opportunities.
Translate insights into actionable enhancements to programs and experiences and demonstrate achievement of desired outcomes.
Work alongside Product Owners as a peer to shape engagement opportunities, success measures, and launch readiness.
Partner with Marketing, Chapters, and Technology teams to support adoption and change management.
Ensure engagement considerations are represented in planning, roadmap, and launch forums.
Direct supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Interview, hire, and train employees; coach, mentor, and provide guidance.
Plan, assign, and direct work; set goals, appraise performance, and recognize achievements.
Address performance or behavioral issues; and resolve employee concerns.