Sr Program Manager, Membership Operations

REI (Recreational Equipment Inc.) • Seattle, WA

2d

About The Position

This job contributes to REI's success by driving performance through the management of REI’s membership program. The Sr. Program Manager, Membership Ops, owns the end-to-end execution of membership program including strategy, budgeting, program management, operational process development, and cross-functional partnership. This role is responsible for ensuring operational excellence, managing and optimizing member benefits, and supporting the delivery of a best-in-class member program experience.

Requirements

• 7+ years’ experience in Membership or Loyalty Program Management
• 5+ experience in developing membership operations plans & strategies in collaboration with partner teams.
• Bachelor’s degree required, MBA preferred
• Experience in managing external vendors, partners, and relationships connecting to membership programs.
• Experience in process management, and working with technical teams on toolset/feature development.
• Experience managing a budget. Comfort in making decisions within this budget and impact context.
• Proven program manager experience with a track record of innovative thinking, and sound judgment in the solution of issues or the pursuit of business opportunities.
• Strong analytical mindset and ability to generate actionable insights from data.
• Excellent communication, collaboration, and leadership skills.
• Self-driven, accountable, and comfortable managing through ambiguity.
• Proficiency with MS Office tools (Excel, PowerPoint, Word, Access)

Responsibilities

• Define and execute operational strategies for Membership programs to support REI’s business objectives.
• Lead new benefit testing and program management, including pilots, prototypes, and A/B tests.
• Optimize existing program benefits and processes for operational efficiency, member satisfaction and market differentiation.
• Develop and deliver management-level documents, reports, and presentations articulating business return/risk for operational initiatives.
• Build program optimization strategies relevant to overall membership goals.
• Develop and manage program execution processes, including clear descriptions of inputs, outputs, and timelines, as well as day-to-day actions that support delivery of program objectives and key success metrics.
• Manage relationships with internal stakeholders (e.g., Marketing, Retail, Digital, IT, Finance, Legal) to support initiatives from concept through delivery.
• Accountable for building, forecasting, and tracking the Membership budgets.
• Inspire and engage internal stakeholders on the value of the membership program and operational excellence

Benefits

• REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager