Program Director, Member Services & Engagemen

National League Of Cities Services, Inc.•Washington, DC

3h•Hybrid

About The Position

Consistent with the mission, vision, and values of the National League of Cities, this position plays a central operational and strategic role within the Member Services & Engagement (MSE) Department. In partnership with the Director of Member Services & Engagement, the Program Manager supports the execution of department priorities, special initiatives, and cross-center strategies by translating strategy into action, leading department-wide operational efforts, and ensuring consistent follow-through on deliverables. The role is integral to advancing the Member-First Strategy and Large Cities engagement, requiring proactive ownership, independent execution, and close collaboration across teams to support effective decision-making, execution, and accountability.

Requirements

Bachelor’s degree in public administration, business administration, marketing, or related field, and 5 years related experience required, preferably in a non-profit association or organization; or Master’s degree in a related field and 3 years of practical experience in program area.
Possesses required technical knowledge within assigned program area (refer to specific qualifications below)
Intermediate and advanced MS Office skills (Word, Excel, PowerPoint, and Outlook)
Demonstrated knowledge of computer databases and contact management systems (CRMs)

Nice To Haves

Experience working with city officials and/or city governments preferred

Responsibilities

Serve as an operational lead supporting the Director of Member Services & Engagement in executing department priorities, initiatives, and strategic objectives, translating strategy into actionable workplans, timelines, and workflows.
Coordinate special projects aligned with department priorities, which may include initiatives such as Large City Council Presidents, Mayors as CEOs (MaC), or other cross-department efforts, and support Large Cities leadership initiatives as a secondary point of contact to ensure continuity, preparation, and execution.
Maintain a strong working knowledge of NLC policies, procedures, and organizational priorities to respond to inquiries, route requests appropriately, and support cross-department coordination.
Provide excellent member service and build trusted relationships with internal stakeholders that furthers the Member First strategy and department level goals.
Lead department-level operational oversight, including development of department-wide meeting agendas and coordination of shared operational needs, ensuring alignment with department priorities.
Develop, execute, and track timelines for department goals, major projects, the Member-First Strategy, and other cross-department initiatives, ensuring clarity of roles, milestones, and deliverables, and identifying risks or delays early to support proactive resolution and accountability.
Partner with internal teams and organizational stakeholders to ensure alignment, shared ownership, and successful execution of department priorities and special initiatives.
Represent NLC at across the organization in meetings as assigned, that support relationship-building, the execution of the Member First Strategy and deeper awareness of NLC priorities.
Lead the development and documentation of Standard Operating Procedures (SOPs) for the MSE team to promote consistency, clarity, and collaboration across Regional and Constituency Group teams.
Collaborate with the MPE Center Operations team to align MSE strategy with Center-wide systems (Monday.com), tools, and workflows, and support implementation of shared systems and processes that improve visibility, accountability, and execution.
Serve as the lead for membership data quality, establishing standards, monitoring data integrity, and coordinating with RDA and other internal teams to resolve data issues and support continuous improvement.
Maintain and support accurate membership data and related business processes, ensuring data quality, consistency, and adherence to established procedures.
Serve as backup support for membership systems (including NetForum and related tools), ensuring continuity, data integrity, timely issue resolution, and appropriate escalation during periods of transition, staff absence, or peak workload.
Lead the planning and execution of department-wide meetings, retreats, strategy sessions, and leadership convenings, ensuring preparation, alignment, and completion in coordination with relevant teams.
Coordinate and organize department-level preparation and execution for major NLC convenings, including Congressional City Conference, Summer Board and Leadership Meeting, and City Summit.
Support the Director in coordinating the Board Membership Committee, including scheduling, meeting preparation, execution, and follow-up on committee-related engagement and action items.
Lead completion and submission of weekly leadership reports and monthly CEO reports, ensuring accuracy, timeliness, and clarity.
Serve as a coordination point between MSE and internal partners for special initiatives, and priority convenings.
Lead and execute the monthly mailed invoice process with Baldwin Graphics, ensuring timely preparation, coordination, and completion.
Support the Director in tracking the department’s budget pipeline, including anticipated expenses, timing of costs (such as meetings, convenings, and dinners), and identifying potential budget issues early to support informed decision-making and course correction.
Submit Director expense reports accurately and on time.
Support the Director in leading the credentialing and voting process for the Annual Business Meeting, including delegate verification and ballot administration, to uphold governance standards and execution integrity.
Manage and coordinate the Director’s schedule to support prioritization, preparation, and alignment with department deadlines and commitments.
Perform other duties and complete special projects as assigned in support of department and organizational priorities.