Membership Services Manager

SELF-REALIZATION FELLOWSHIP CHURCH • Glendale, CA

31d • Onsite

About The Position

The Membership Services (MS) Department of Self-Realization Fellowship (SRF) is responsible for serving the business needs of SRF members worldwide and is often the first, if not the only, contact that members have with SRF. The work involves multiple workstreams, technology solutions, and frequent interdepartmental interactions. The Membership Services Manager will co-manage the Membership Services department and enhance departmental operations based on state-of-the-art customer service and call center concepts, methods, processes and technology. They will work alongside another Membership Services Manager to co-manage the department. Change management will be key to success for this role. The goal will be to build on the deep experience of existing staff to achieve the best possible customer experience for SRF’s members while honoring and adhering to SRF’s mission and unique culture. This role is vital to ensuring that SRF members receive exceptional service and support. The Membership Services Department Manager will play a key role in shaping the future of member engagement and satisfaction.

Requirements

• Bachelor’s degree in business administration, communications, customer experience, or related field.
• At least 5 years of management experience in fields related to call centers, customer service, and customer experience.
• A commitment to continuous improvement.
• Demonstrated skills and experience in: Team leadership and meeting management.
• Demonstrated skills and experience in: Change management.
• Demonstrated skills and experience in: Resource management.
• Demonstrated skills and experience in: Data-driven decision making.
• Demonstrated skills and experience in: CRM systems.
• Strong communication, conflict resolution, and interpersonal skills.
• Ability to think strategically and execute operational plans.
• Emotional intelligence and adaptability.
• Willingness to embrace and support the mission and culture of SRF.

Responsibilities

• Co-Manage Membership Services staff and operations.
• Evaluate, design, and implement enhancements to departmental operations, including people, process and technology.
• Apply effective change management methods to empower staff through transitions.
• Collaborate with other departments to ensure that all member touchpoints are user-friendly and aligned with SRF processes.
• Act as a liaison to ensure that feedback from members is shared constructively across departments, helping to guide improvements in offerings, communications, and support systems.
• Investigate and resolve all member complaints promptly and professionally.
• Evaluate, implement and monitor service quality standards and performance metrics.
• Ensure compliance with organizational policies and procedures.
• Utilize CRM systems and data analytics to enhance service delivery.
• Develop and manage departmental budgets.
• Serve as co-advisor to the SRF Membership Services International Help Desk.
• Honor and maintain a strict level of confidentiality.
• Responsible to follow SRF’s policies and established processes.
• Other position-related tasks, as assigned.

Benefits

• competitive benefits package
• variety of insurance coverage choices including group medical, dental, life insurance
• a retirement plan
• paid sick time
• paid vacation time
• paid holiday time

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees