Director Of Operations Jobs

About The Position

Requirements

• Demonstrated ability to lead, motivate, and develop employees through coaching, feedback, and relationship-building.
• Operational leadership and workflow optimization.
• Customer service excellence and service delivery management.
• Customer Relationship Management/Association Management Software (AMS) platforms (Microsoft Dynamics 365 or similar strongly preferred).
• Ticketing/case management platforms and service operations workflows.
• Dashboard literacy and operational performance analysis.
• Process documentation and internal controls.
• Data stewardship and quality assurance.
• Budget oversight and project management.
• Strong communication, judgment, and problem-solving.
• Change leadership, coaching, and team development.
• Strong interpersonal skills with the ability to build trust, navigate difficult conversations, and work effectively with diverse personalities and constituents.
• High degree of emotional intelligence, professionalism, diplomacy, and customer-service orientation.
• Bachelor’s degree in business administration, nonprofit management, operations, public administration, or related field preferred; equivalent experience considered.
• 7+ years of progressively responsible leadership experience in membership operations, customer service operations, association management, or related business operations, including direct supervision and development of employees.
• Demonstrated success leading operational teams through change, process improvement, workload management, and service delivery challenges.
• Experience managing customer service workflows, ticketing systems, or member support operations.
• Experience partnering cross-functionally with finance, technology, operations, and service teams.

Responsibilities

• Foster a collaborative, accountable, and service-oriented team culture through active coaching, mentoring, communication, and employee development.
• Lead the operational performance of the full membership lifecycle, including onboarding, renewals, dues administration, reinstatements, eligibility interpretation, and exception handling.
• Ensure strong data stewardship, payment integrity, audit readiness, and operational compliance.
• Develop and maintain SOPs, service protocols, internal controls, and training resources.
• Oversee membership-related customer service operations, including ticket/case management workflows, escalation processes, response quality, and service-level expectations.
• Build and sustain a member-centered service culture focused on responsiveness, consistency, professionalism, and issue resolution.
• Monitor dashboards, backlog trends, workflow bottlenecks, and operational metrics; implement corrective action as needed.
• Lead continuous improvement initiatives that streamline workflows, reduce manual workarounds, improve accuracy, and enhance member experience.
• Build strong working relationships across the organization and demonstrate professionalism, emotional intelligence, and sound judgement when navigating operational challenges and member concerns.
• Serve as business lead for membership operational systems; partner with Finance, IT and Data Teams, vendors, and internal stakeholders on enhancements, testing, and issue resolution.
• Partner with leadership to identify recurring member pain points and recommend improvements.
• Develop and manage departmental budgets, priorities, and resource planning.
• Support assigned committees, councils, or organizational initiatives as needed.
• Perform other duties as assigned.