EDUCAUSE is a fast-paced organization with an ambitious agenda and a staff that is committed to the mission. This job may experience high work demands under tight timelines. The anticipated salary range for this position is $70,000-$85,000 earned annually. The pay range provided is EDUCAUSE's reasonable estimate of the base compensation for this position. The actual salary will be based on non-discriminatory factors such as depth and extent of relevant experience, education, training/certifications for preferred skills, and abilities. We ask for minimum salary requirements in our application to ensure we can meet candidate salary expectations; we do not base salaries on a candidate's current compensation.
EDUCAUSE's compensation package also includes medical and dental insurance, employer-paid life and disability insurance, three weeks of paid vacation annually to start, plus six days of personal time, paid holidays, a 36-hour work week (without any reduction in pay) which amounts to 26 additional days of paid time off each year, professional development opportunities, and a retirement plan with generous employer matching.
Preferred Education:
4 Year Degree
Internal Number: 1014
Position Summary
The Manager, Membership Operations is responsible for overseeing key operational functions of the membership department. The manager serves as the association’s lead customer relations specialist; documentarian and resident expert for membership dues, policies, and procedures; subject matter expert for the association management system; brand ambassador for recruitment and retention purposes; and lead event registrar for EDUCAUSE conferences and events. The manager oversees the team that interacts with members via multiple customer-facing service channels and provides leadership for membership operations and administration. The manager is responsible for the development, execution, and continuous refinement of systems, tools, and processes/procedures to attract, manage and retain organizational membership. Important to this role is the creation and ongoing monitoring of efficient business practices and workflow efficiencies thereby eliminating manual and time-consuming business functions and processes.
Essential Duties and Responsibilities
Supervisory Responsibilities
Directs and manages staff responsible for providing front-line membership support and membership operations.
Provides direct reports with professional development opportunities including training, coaching, work direction, motivation, feedback, and recommendations for rewards and corrective action; conducts performance reviews.
Ensures adequate staffing levels within the department; leads the recruiting and selection process when vacancies occur.
Supervises contractors, outside vendors, and member volunteers providing outsourced services solutions that support the department.
Member Services and Support
Serve as lead member concierge by providing new and prospective members information about EDUCAUSE’s vast service offerings and resources.
Lead team that provides front-line timely and accurate customer support to inquiries and assists members with registrations, profile and data updates, and other member needs.
Develop processes and practices to ensure that member transactions, inquiries, and engagements are documented accurately and completely in the AMS/CRM.
Create resources and provide guidance to the team that assists members in navigation of the EDUCAUSE website, and online resources and connecting to the appropriate staff liaison for communities, products, and services.
Partner with IT to manage FreshDesk support services for the membership team.
Prioritize member support needs in the context of EDUCAUSE cyclical and sometimes competing business needs.
Handle member complaints and appropriately escalate grievances or refer concerns to supervisor.
Proactively contribute to FAQs and process improvement work to assure swift, meaningful, and high-quality responses to member support needs
Review or make changes to member profiles or accounts; engage in direct, personal, and proactive outreach to members who have changed organizations or roles to keep membership rosters updated.
Member Outreach
Coordinate and conduct member outreach activities to welcome new members, provide onboarding support, and provide ongoing education of the value of membership.
Develop and oversee special programs and services to grow and maintain member relations, i.e., EDUCAUSE Ambassadors, membership orientations, new member onboarding, acknowledge member promotions/retirements, etc.
Attend events (EDUCAUSE’s events and external, industry-related events) to serve as a brand ambassador, participate in recruitment and onboarding activities, and contribute to enhanced member experience activities (i.e., first-timer experience, conference connectors, etc.)
Member Prospecting and Renewals
Collaborate with the Marketing team to create timelines and strategies for member recruitment and retention campaigns to prepare for member questions and cyclical workload increases.
Co-develop and/or review membership prospecting and renewal communications, membership collateral, and provide feedback to improve and enhance messaging.
Routinely review and update processes and content to improve the customer experience journey and optimize business practices to serve members.
Create internal processes and external resources to accurately and effectively address members’ questions about dues and billing issues.
Understand membership touch points (e.g. customer Journey Maps) with the organization in an effort to maximize members’ user experiences with regard to recruitment, engagement, and retention.
Compliance and Reporting:
Develop and maintain SOPs to ensure timely responses to membership inquiries.
Serve as internal SME for OFAC compliance, data and privacy policy compliance, and internal procedural compliance.
Monitor membership metrics and key performance indicators (KPIs) established annually for related revenue, expenses, engagement, and membership satisfaction.
Complete supervisor-level trainings in various systems of record, OFAC compliance, and SOP use and create team training materials and opportunities for direct reports.
Finance and Budget:
Support the executive lead for membership in developing the annual membership dues budget.
Create on-demand member dues invoices carefully documenting any special pricing agreements.
Work closely with the Finance unit to ensure accurate payment processing.
Perform monthly reconciliation of membership department revenue and expenses.
General Operations and Administration
Maintain accurate, up-to-date, and complete AMS records for all member profiles and transactions.
Serve as lead registration personnel/registrar for meetings and events; provide team support for registration questions or issues.
Lead the membership operations core team and other cross-team or membership-related committee
Routinely recommend improvements to processes and resources to improve operational efficiency.
Complete additional tasks and projects (i.e. administrative duties, core team meetings, training, etc.) as needed for success
Service and Support:
Represent EDUCAUSE in a professional manner at all times; engages with co-workers, volunteers, and members in a civil, caring, respectful way. Supports the professional development of others in their work to advance the mission and vision of EDUCAUSE.
Participate in EDUCAUSE events and activities as needed. Travel may be required to support EDUCAUSE conferences/events, research team operations, and external events relevant to the position.
Act as a departmental liaison with employees, members, volunteers, volunteer groups, and clients.
Supports members in a manner that facilitates their growth, engagement, and enhances their EDUCAUSE experience.
As a frontline user of EDUCAUSE systems and data services, complies with data quality standards; adheres to data governance policies, procedures, and processes for ensuring data integrity. May act as the application or data collection lead for the department.
Perform other duties as assigned
Association Service and Support
Represent EDUCAUSE in a professional manner at all times; engage with co-workers in a civil, caring, respectful way; and advance the mission and vision of EDUCAUSE
Participate in EDUCAUSE events and activities as needed.
Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Education and Experience
Required: Bachelor’s degree.
Required: Five years of experience in an association membership management role.
Preferred: Customer service certification or recent training/professional development completed in customer service.
Preferred: ASAE’s certificate in Association Management
Knowledge, Skills, and Abilities
Ability to build positive and productive relationships with a focus on meeting the needs of members and co-worker.
Strong diplomatic communication skills, both verbal and written
The ability to be very detail oriented with exceptional organizational skills.
Strong data entry skills with an attention to detail and accuracy; working knowledge of database management and reporting.
The ability to independently initiate, prioritize, and complete diverse tasks in an efficient, timely, well organized manner with minimal supervision.
Must show initiative and collaboration to improve department processes, investigate problems and find solutions for members, as well as recommend solutions for the team.
Proficiency in software packages such as Microsoft Word, Outlook, Excel; experience or knowledge in customer databases (AMS/CRM systems), proficiency with the navigation and use of the Internet.
Demonstrate strong business acumen with regard supporting the business model of membership, optimizing business processes, and prioritizing competing tasks
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
Remote Work Requirements
Scheduled working hours: Monday through Thursday between 8am and 5pm, and on Fridays 8 am - 12 pm in local timezone
Be available and responsive during scheduled work hours.
Any time off or overtime (non-exempt employees) must be pre-arranged according to department guidelines and consistent with the rules applicable to employment (e.g., vacation, sick, personal, leave of absence).
EDUCAUSE is a nonprofit association whose mission is to advance higher education through the use of information technology. We equip our community with the knowledge, resources, and community-building opportunities needed to help shape strategic IT decisions at every level in higher education.
We welcome diversity—in viewpoints and experience—and believe in the transformative power of uncommon thinking for the common good.