Member and Audience Services Manager

WHYY • Philadelphia, PA

4d

About The Position

The Member and Audience Services Manager oversees the team and operations that provide customer service to WHYY members and the public through inbound phone and email channels. The manager sets standards for member satisfaction and works to improve engagement, retention, and audience relationships. The role is responsible for communications sent by the Member Services Department, including acknowledgements, recapture efforts, Sustainer anniversary emails, MemberCards, Gift Memberships, Employee Membership notifications, and Passport support. It also oversees operational tasks such as productivity tracking, stationery inventory, and Billy Penn check processing.

The manager recruits, hires, mentors, trains, and develops Member Services Associates; monitors phone and email activity; analyzes service reports; ensures adequate phone coverage and timely email responses; and provides backup service when needed. The role maintains agent tools and training materials, answers team questions, coordinates with other departments, and keeps staff informed about programs, services, offers, and activities that may affect customer inquiries.

The manager oversees the implementation, delivery, and maintenance of department communications and workflows, collaborating with Gift Processing, CRM and eCRM providers, and internal teams to troubleshoot issues and improve processes. In collaboration with the Director of Member Communications, the manager supports revenue goals, sets individual agent goals, and may manage special projects that generate membership opportunities. The position also represents Member Services in relevant cross-departmental discussions and performs other administrative duties as assigned.

Requirements

• A college degree or equivalent knowledge gained through experience.
• At least three years of management or supervisory experience.
• At least five years of experience in customer service and/or a call center environment.
• Acute knowledge of Excel, Word, PowerPoint, and database processing.
• Keen expertise in public media programming.
• Computer literacy, fluency with Excel and Word, and a strong ability to understand database mechanics.
• Up-to-date knowledge of modern communication methods.
• Excellent oral and written communication skills.

Nice To Haves

• Experience working within a chat environment.

Responsibilities

• Recruit, hire, mentor, and develop Member Services Associates.
• Monitor inbound phone systems and email inboxes, report on agent activity and production, and ensure adequate phone coverage and timely email responses.
• Produce and analyze daily, weekly, monthly, and yearly reports on customer interactions and develop processes based on workflow efficiencies.
• Provide backup as a Member and Audience Services agent when necessary.
• Develop and maintain agent efficiency tools, including email templates, training documents, and contact sheets.
• Serve as the primary contact for agent questions and research information for the team.
• Lead team and individual trainings and develop appropriate training materials.
• Encourage professional development and help align staff interests and goals with departmental needs.
• Maintain contact with other departments to stay informed about programs, services, membership offers, and activities that may prompt customer questions or require new procedures.
• Oversee department communication processes, including data flow from the CRM through sending communications and receiving responses.
• Ensure weekly, monthly, and annual communications are sent, including acknowledgements, recapture communications, invoices, follow-ups, MemberCard reprints, Sustainer anniversary emails, employee membership communications, and reports or data extractions.
• Collaborate with Gift Processing, CRM and eCRM providers, and internal departments to troubleshoot and maintain communications and related tasks.
• Develop new procedures, tasks, and communications to resolve issues or improve workflows.
• Maintain stationery inventory for printed communications and keep communication copy and digital elements current.
• Work with the Director of Member Communications to understand departmental revenue goals and set individual goals for agents, coaching for improvement.
• Manage special projects that create membership opportunities, including creation, implementation, and results reporting, when necessary.
• Represent and advocate for Member Services and its staff in cross-departmental discussions with relevant internal teams and providers.
• Perform other administrative duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager