Member Experience Manager

Association of Operating Room Nurses Inc• US,

1d•$100,000 - $110,000•Remote

About The Position

AORN, Association of periOperative Registered Nurses, is seeking a Member Experience Manager to champion a customer-centric approach to the entire member lifecycle. This role ensures members have a cohesive, intuitive, and high-quality experience from joining and onboarding through benefit access, engagement, renewal, and beyond. The Member Experience Manager will continuously seek to understand member needs, expectations, behaviors, and friction points, translating these insights into practical improvements. This position collaborates closely with Marketing to understand market and consumer insights, then works cross-departmentally to turn these insights into action. By connecting member needs with the teams responsible for each touchpoint, the Member Experience Manager helps develop compelling and relevant communications and iterations across digital platforms, communications, programs, community opportunities, customer service, and in-person events, ensuring all aspects of the customer experience are easy to access, engaging, responsive, and valuable. AORN is based in Denver, CO, and this position will work remotely.

Requirements

Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
6+ years of experience in subscription-based services, membership programs, customer experience, lifecycle management, retention, or a related area.
Experience coordinating multifaceted programs involving several departments and contributors.
Experience evaluating and improving customer or member journeys across digital and in-person channels.
Ability to interpret member, customer, engagement, or retention data and translate findings into practical recommendations.
Strong project management, organizational, and follow-through skills.
Excellent written, verbal, and interpersonal communication skills.
Ability to translate strategy into clear requirements, coordinate cross-functional execution, and monitor results.
Commitment to customer centricity, customer satisfaction, and advocating for the member throughout the full lifecycle.
Strong ability to translate market, consumer, and member insights into clear experience requirements and actionable cross-functional improvements.
Strong collaboration and relationship-building skills, with a proven ability to unite colleagues across departments and influence without direct authority.
Ability to balance strategic priorities with detailed coordination and follow-through.
Ability to demonstrate and hold others accountable for organizational values of: Innovation, Communication, Quality, Diversity, Equity and inclusion, and Achievement.

Nice To Haves

Working knowledge of modern consumer experience practices, including accessibility, personalization, journey mapping, feedback collection, and digital usability.
Familiarity with CRM, subscription management, membership management, or customer data platforms and audience segmentation.

Responsibilities

Work with marketing team to gather, collect and organize data about association industry, trends for membership and growth strategies for various age groups
Serve as a champion for the member and embed a customer-centric perspective in decisions affecting the member lifecycle, from joining and onboarding through benefit access, engagement, renewal, and ongoing participation.
Design, map, and maintain current- and future-state member journeys across priority touchpoints; evaluate them against modern consumer expectations.
Gather and synthesize member feedback, behavioral data, service trends, direct listening, usability findings, journey research, and market insights to identify unmet needs, friction, and opportunities to improve the member experience.
Collaborate closely with Marketing to understand emerging market and consumer insights, translate those insights into experience requirements and practical recommendations, and work cross-departmentally with functional owners to implement improvements.
Own and map the post-join and post-renewal orientation journeys, helping new members understand and begin using their membership while providing returning members with timely refreshers on benefits, resources, and engagement opportunities.
Define the purpose, sequence, audiences, and touchpoints for each journey; partner with Marketing on content strategy and email and collateral execution; coordinate with other functional owners as needed; and monitor engagement and feedback to identify opportunities for improvement.
Own and oversee the renewal journey and member experience holistically across email, direct mail reminders, outbound calls, auto-renewal, and digital renewal touchpoints, ensuring the experience is coordinated, clear, convenient, and member-centered.
Define the journey strategy, audiences, timing, sequence, touchpoints, and experience requirements; partner with Marketing, which develops the content and collateral, and Experience Services, which manages outbound call campaigns and direct mail execution.
Monitor renewal performance, member feedback, and service trends across channels to assess whether the experience is working as intended, identify friction or gaps, and coordinate improvements with the appropriate functional owners.
Perform other duties as assigned.

Benefits

Health insurance package options that include a HDHP plan and a PPO plan.
Dental and vision coverage.
Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.
Employer paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.
Voluntary Life Insurance options including critical illness and accident insurance.
401(k) plan with immediate vesting.
Pet insurance.
Udemy Learning.
Paid time off and 10 paid holidays per year.
Paid sick time.
Paid parental leave.
Free subscription to Calm.
Up to 8 hours of paid volunteer time.
Employee Assistance Programs.
Staff Incentive Bonus.