Membership & Operations Manager

ExtensisHR•Arlington, VA

About The Position

The Membership & Operations Manager is responsible for day-to-day membership services, member engagement, operational support, and educational program administration for ISSTD. This role is the primary staff liaison for members, volunteer leaders, and several member communities, helping ensure efficient organizational operations and an exceptional member experience. The manager collaborates across departments to support membership growth and retention, volunteer engagement, conferences, educational programs, and association initiatives. The position manages individual and organizational memberships, membership records and communications, member communities, volunteer engagement, association operations, and the online member community and resource platform. It also supports the annual conference, training courses and seminars, the Online Learning Center, and certificate programs through registration, technical support, program materials, reporting, and related administration.

Requirements

Bachelor's degree or an equivalent combination of education and experience.
Three or more years of experience in nonprofit association management, membership services, operations, or a related field.
Strong organizational and project management skills, including the ability to manage multiple priorities simultaneously.
Excellent written and verbal communication skills.
Experience with association management systems (AMS), learning management systems (LMS), CRM platforms, and Microsoft Office or Google Workspace.
Ability to provide excellent customer service and technical support to members and volunteers.
Demonstrated attention to detail and commitment to continuous process improvement.

Nice To Haves

Experience supporting volunteers, committees, or member-based organizations.

Responsibilities

Manage individual membership applications, renewals, account maintenance, password assistance, and member communications.
Process organizational memberships, renewals, and fulfillment of member benefits.
Prepare and distribute membership renewal notices and monthly membership reports.
Respond to member inquiries by phone and email about membership, education, resources, and association services.
Maintain accurate membership records and databases; process incoming mail and administrative correspondence.
Serve as the primary staff liaison for Special Interest Groups (SIGs), Regional Online Communities (ROCs), and related member communities.
Manage SIG and ROC rosters and onboarding; coordinate leadership elections, biannual leadership meetings, and new leader orientation.
Prepare and distribute monthly SIG and ROC reports.
Manage registration and provide technical support for the Virtual Book Club.
Oversee volunteer opportunity postings, assist with onboarding volunteers, and foster engagement through volunteer and networking initiatives.
Coordinate scheduling for committees, task forces, working groups, and member community meetings.
Create and distribute journal mailing lists to the publisher.
Assist with donor acknowledgment letters, award documentation, and review processes.
Administer the online member community and resource platform, including member resources, digital library organization, group creation, and maintenance.
Manage annual conference attendee registration and respond to registration inquiries.
Produce and print conference badges; maintain registration supplies and inventory; create and distribute attendance certificates.
Coordinate the Conference Ambassador program and conference volunteers, and support membership presentations and member engagement events.
Assist with supporter, advertiser, and exhibitor management, including onsite fulfillment.
Prepare and distribute weekly conference registration reports.
Provide technical support for in-person and virtual training courses and seminars; upload and maintain instructor materials in course portals; prepare and distribute monthly program reports.
Provide technical support for the Online Learning Center and develop and maintain FAQs, user guides, and support documentation.
Track certificate program credits and bundle registrations, and prepare and distribute program completion certificates.
Serve as staff contact for Membership, SIGs, ROCs, Regional Chapters, and the Virtual Book Club; represent staff at the Annual Conference Planning Center, Center for Advanced Studies Leadership Roundtable, and Virtual Training Committee meetings.