What are the responsibilities and job description for the Member Centric Support Lead position at AAA NCNU?
Job Description
Job Description
Why Work For Us?
- Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
- 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
- Benefits – Medical, Dental, Vision, wellness program and more!
- Paid Holidays
- Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
- Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
- Free AAA Classic Membership
- AAA Product Discounts
- Tuition Reimbursement Program
At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.
NOTE : This role is hybrid and requires 2 days a week onsite in out Walnut Creek, CA office.
Job Summary :
The Member Centric Support Lead is a pivotal role within our organization, championing our commitment to exceptional member service across all touchpoints. This individual will lead a team of Member Success Associates, fostering a culture of service excellence, emotional connection, and attention to detail. The Lead will empower their team to deliver personalized, seamless experiences that exceed member expectations while leveraging technology and data-driven insights to continuously improve processes and drive innovation. Additionally, this role will ensure a consistent member-centric approach across all products and services offered in our stores, collaborating closely with internal business partners to align touchpoints, processes, technology solutions, sales efforts, and procedures.
RESPONSIBILITIES / JOB DUTIES :
Cultivate a member-centric culture within the team, promoting our core values and fostering a positive, collaborative work environment.
Oversee day-to-day operations of the Member Success team, ensuring efficient and effective service delivery.
Develop and implement strategies to deepen member relationships, fostering loyalty and advocacy.
Leverage technology to personalize interactions, streamline processes, and enhance the member experience.
Invest in the development of team members, providing ongoing training, coaching, and mentorship.
Partner with internal business partners (e.g., product, sales, marketing, operations) to ensure a consistent member-centric approach across all products and services offered in our stores.
KNOWLEDGE AND SKILLS :
EDUCATION, COMPETENCIES, CERTIFICATIONS / LICENSES :
Bachelor’s degree in business, communications, or a related field plus 5 year’s experience / or High School diploma plus 9 years in customer service or member support, with a proven track record of success
We target between minimum and midpoint of the range, and all offers are subject to a fair pay analysis - Compensation Range : Min : $107,687.00 - Mid : $134,608.00- Max : $161,528.00
Salary : $161,528
