Member and Audience Services Manager

WHYY Inc • Philadelphia, PA

5d • Onsite

About The Position

The Member and Audience Services Manager leads the team providing customer service to WHYY members and the public through inbound phone and email channels. The manager sets standards for member satisfaction and works to strengthen engagement, retention, and audience relationships. The role oversees communications sent by the Member Services Department and ensures other operational tasks are maintained, including productivity tracking, stationery inventory, and processing Billy Penn checks. The manager also provides exemplary customer service for requests from members, listeners, viewers, and the public.

The position manages, trains, and develops Member Services Associates; monitors and reports on agent activity; analyzes customer interaction reports; maintains adequate phone coverage and timely email responses; and serves as a backup agent when needed. It oversees department communications from CRM data flow through delivery and response handling, works with internal teams and vendors to troubleshoot systems and processes, and develops improvements to workflows and communications. The manager sets individual agent goals in coordination with the Director of Member Communications and may manage special membership-revenue projects from development through reporting. Other administrative duties may be 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.
• Familiarity with multimedia organizations.
• Acute knowledge of Excel, Word, PowerPoint, and database processing.
• Strong computer literacy, fluency with Excel and Word, and the ability to understand database mechanics.
• Keen expertise in public media programming.
• Excellent oral and written communication skills.

Nice To Haves

• Up-to-date knowledge of modern communication methods.
• Experience working within a chat environment.

Responsibilities

• Recruit, hire, mentor, and develop Member Services Associates.
• Monitor inbound phone systems and email inboxes, and report on agent activity and production.
• Produce and analyze daily, weekly, monthly, and yearly customer-interaction reports; create processes to improve workflow efficiency.
• Ensure adequate phone coverage and timely email responses, and serve as backup Member Services agent when necessary.
• Develop tools and materials that improve agent efficiency, including email templates, training documents, and contact sheets.
• Research information for the team and serve as the primary contact for agent questions.
• Lead individual and team trainings and develop training materials for consistent use of department tools and processes.
• Encourage professional development and connect employee interests and goals with departmental needs and opportunities.
• Maintain communication with other departments about programs, services, membership offers, and activities that may lead to customer questions or new procedures.
• Oversee department communication processes, including CRM data flow, sending communications, and receiving responses.
• Ensure weekly, monthly, and annual communications are sent, including acknowledgements, recapture communications, invoice letters, 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 communications and maintain department tasks.
• Develop procedures, tasks, and communications to resolve issues or improve workflows.
• Maintain inventory of stationery for printed communications and keep communication copy and digital elements up to date.
• Work with the Director of Member Communications to understand departmental revenue goals and set individual goals for Member Services agents, coaching for improvement.
• Manage special projects that generate membership opportunities, as needed, from creation and implementation through results reporting.
• Represent and advocate for Member Services and its staff in cross-departmental discussions with relevant internal teams and providers.
• Provide customer service to incoming requests from members, listeners, viewers, and the public.
• Perform other administrative duties as assigned.

What This Job Offers

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