Senior Operations Associate (Member Benefits)

CFA Institute•Charlottesville, VA

1d•$80,000 - $90,000•Hybrid

About The Position

As Senior Operations Associate (Member Benefits) at CFA Institute, you will play a central role in the day-to-day delivery of key member benefits. You will sit at the centre of benefit delivery, running day-to-day operations while identifying opportunities to improve performance, resolve issues, and enhance the overall member experience. Working across internal teams, external partners, and global stakeholders, your focus will be on ensuring member benefits run effectively and continuously improve.

Requirements

Experience in operations, service delivery, programme support, or customer-focused roles
Proven ability to run or support day-to-day service or operational delivery
Strong judgement and problem-solving skills, with the ability to triage and escalate effectively
Confidence working with data, including identifying patterns and explaining trends
Experience working across teams and coordinating with multiple stakeholders
Strong communication skills in a global, cross-functional environment
Highly organised, able to manage multiple priorities in a fast-paced setting
A proactive mindset focused on improving how things work

Nice To Haves

Experience in member-facing or service-based environments is desirable but not essential, including exposure to areas such as mentoring programmes, communities, job boards, or career-related services
Backgrounds in operations, customer service environments, programme coordination, or service-based organisations are particularly relevant.
This role is best suited to someone who enjoys operational ownership and problem-solving, rather than purely strategic or project-based work.

Responsibilities

Run the day-to-day delivery of a select number of member benefits, ensuring consistent and reliable execution
Manage queries and issues, making clear decisions on resolution versus escalation
Coordinate across internal teams, external vendors, societies and stakeholders to maintain service quality
Support member benefits and services such as career programmes, mentoring, and the job board
Monitor performance and usage, using data to identify trends and explain what is driving them
Turn insights into practical recommendations to improve benefit delivery
Identify recurring issues and implement process improvements
Contribute to reporting and dashboards that track performance and engagement
Support the scaling of member benefits and services, including improving efficiency through automation and AI