Manager, Membership Services

American Society for Microbiology•Washington, DC

3d•Remote

About The Position

The Manager, Membership Services will partner with the Director of Membership & Engagement to drive membership growth, enhance data quality and control, and evaluate the effectiveness of the customer service function. This position is primarily sedentary and involves prolonged periods of sitting and extensive use of computers and other digital devices. Employees may be required to engage in repetitive motions such as typing and mouse use. Occasional movement may be necessary to access office supplies or equipment within a home or remote workspace. This requires a reliable internet connection and a suitable home office setup, including standard equipment such as a computer, monitor, keyboard, mouse, and headset. Ergonomic considerations are encouraged to promote comfort and reduce physical strain during extended work hours.

Requirements

Demonstrates professional/technical knowledge, skills, and expertise within functional areas. Stays current on best practices and the ability to apply that knowledge and/or skill in a variety of work situations.
Plans, initiates, executes, controls, and closes projects. Tracks and manages resources, timeliness, costs, deliverables, and performance, and implements contingency plans, if necessary, to ensure projects are successfully completed.
People who are organizationally “savvy”, like to dive into the deep dive with regard to internal and external developments, excel in dynamic environments with many stakeholders, projects, and processes.
Either “one-on-one" or within a group setting, employing the use of various media to share ideas, convey information, and obtain necessary inputs in a clear and concise manner.
Understands and effectively uses standard office equipment such as personal computers/laptops, and office automation software. Uses new, specialized or the organization-specific equipment, technologies, software, databases, and systems, as required, in accordance with the organization policies. Up to date on social media and uses it appropriately on behalf of ASM.
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Actively seeking new ways to grow and be challenged using both formal and informal development channels.
Consistently achieving results, even under tough circumstances.
Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Building partnerships and working collaboratively with others to meet shared objectives.
Recognizing the value that different perspectives and cultures bring to an organization.
Making good and timely decisions that keep the organization moving forward.
Stepping up to address difficult issues, saying what needs to be said.
Holding self and others accountable to meet commitments.
Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
Applying knowledge of the industry and the marketplace to advance the organization's mission.
For employees reporting directly to this position, the incumbent is responsible for making hiring decisions, managing the annual performance appraisal process, coaching, mentoring, and providing approval for vacation & time-off requests
All facets of this position are self-directed within the policies and procedures approved by the Board of Directors, and guidelines established by the department’s Director in partnership with the organization’s Senior Leadership team
In partnership with the department’s Director, this position is responsible for departmental decision-making regarding personnel actions, the acquisition and utilization of resources, procedures, and control systems
This position supports the department’s Director in overseeing the development of budgets for all existing programs and new proposals, providing signatory approval for expenditures, contracts, subcontracts, and personal service agreements

Responsibilities

Lead Customer Service operations to ensure consistent, accurate, and timely support, while capturing and synthesizing member feedback to inform strategic decisions.
Oversee the annual membership renewal cycle, including execution, performance tracking, and continuous improvement efforts.
Partner cross-functionally with IT, Finance, and other departments as needed to enhance the digital member experience, optimize systems and workflows, and align organizational priorities.
Establish and maintain data governance standards and oversee data quality to ensure accuracy, consistency, and integrity of membership records.
Analyze membership data and key performance metrics to identify trends, risks, and opportunities that drive retention, engagement, and growth.
Contribute to membership strategy by supporting member benefits, engagement programs, and acquisition and retention initiatives to support membership growth.
Oversee membership presence at events including membership booth operations, staffing and onsite engagement and perform additional responsibilities as needed to support evolving business priorities.