Member Services Manager

American Academy Of Ophthalmology • San Francisco, CA

417d • $132,120 - $139,073 • Remote

About The Position

The Member Services Manager plays a crucial role in enhancing the membership experience at the American Academy of Ophthalmology. This position is responsible for overseeing the daily operations of the Member Services team, ensuring the integrity of the member database, and implementing effective membership policies and procedures. The role also involves strategic contributions to membership engagement and retention efforts, as well as collaboration with cross-divisional teams to improve member services.

Requirements

• 5 years' program management experience, including budget management, preferably in associations or non-profit organizations.
• Experience in staff development.
• Motivated, high-energy self-starter with a strong sense of accountability.
• Highly organized and detail-oriented, flexible and collaborative with the ability to prioritize and manage multiple projects and programs simultaneously.
• High level of proficiency with Microsoft Office applications and customer relationship management (CRM) systems.
• Excellent written and oral communications skills.
• Analytical skills and the ability to think critically, anticipate solutions, and next steps.
• Ability to speak and write in a foreign language professionally, preferably Spanish (optional).

Responsibilities

• Manage the daily operations of the Member Services team.
• Oversee department administration and ensure effective delivery of membership benefits and services.
• Supervise, develop, and coach four direct reports.
• Support the development of membership dues revenue projections and department budgets.
• Monitor and enhance Member Service operation workflows for a seamless member experience.
• Document and refine standard operating procedures for membership processes.
• Oversee the creation and execution of the membership communication plan/master calendar.
• Develop and implement strategies to recruit, engage, and retain Academy members.
• Recommend and implement enhancements to member value proposition, including affinity programs.
• Assist in identifying and engaging at-risk members.
• Track, report, and analyze membership-related statistics.
• Act as department lead on membership database management and ensure data integrity.
• Provide monthly and annual membership reconciliation reports.
• Collaborate with cross-divisional teams to improve usability and enhance member experience.

Benefits

• Remote work flexibility with manager approval (up to 2 remote workdays per week).

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Hospitals
• Education Level: No Education Listed