Manager, Membership Services

THIS IS A HYBRID ROLE REQUIRING BEING IN-PERSON ON TUESDAYS AND WEDNESDAYS IN OUR DOWNTOWN CHICAGO, IL OFFICE.

POSITION SUMMARY:
Serves as an experienced and dynamic Manager, leading call center operations and enhancing the overall member experience. This pivotal role is a strategic thinker who excels at improving operational efficiency, motivating teams, and implementing modern practices that drive productivity and member satisfaction—a resourceful and results-driven professional with a passion for innovation.

ESSENTIAL FUNCTIONS:

Leadership and Team Management:

• Supervise, mentor, and motivate a team of customer service representatives to ensure high performance and professional growth.
• Establish clear performance metrics and provide ongoing feedback and coaching to team members.
• Foster a collaborative and supportive environment that prioritizes exceptional member experiences.
• Operational Excellence:
• Oversee the day-to-day operations of the call center, ensuring seamless execution and adherence to organizational standards.
• Develop and refine operational policies, procedures, and workflows to enhance efficiency and align with industry best practices.
• Monitor key performance indicators (KPIs) and implement data-driven strategies for continuous improvement.

Member Experience:

• Champion a member-first culture by ensuring that all interactions are handled professionally and with empathy.
• Resolve escalated member issues promptly and effectively, maintaining high levels of satisfaction and trust.
• Collaborate with other departments to streamline processes and address member needs proactively.
• Innovation and Modernization:
• Identify opportunities to leverage technology and modern tools to optimize call center operations.
• Lead initiatives to automate repetitive tasks and improve overall team productivity.
• Stay informed on industry trends and integrate cutting-edge solutions to enhance the member journey.

Training and Development:

• Design and implement comprehensive training programs to ensure team readiness and adaptability.
• Promote a culture of continuous learning and professional development.

Reporting and Analysis:

• Prepare regular performance reports for senior management, highlighting achievements, challenges, and opportunities.
• Analyze operational data to identify patterns, optimize resources, and enhance decision-making.

MINIMUM QUALIFICATIONS OR EXPERIENCE:

Education: Bachelor’s degree in Business Administration, Management, or a related field; advanced degree preferred.

Experience:

• 3-5 years Proven experience managing a call center (inbound/outbound calling) and/or member services operation, with a track record of improving efficiency and member satisfaction.
• Strong leadership, performance management, and interpersonal skills with the ability to inspire and develop teams.
• Exceptional problem-solving skills and resourcefulness in overcoming challenges.
• Proficiency in modern CRM systems, call center software, salesforce, and data analytics tools.
• Excellent communication skills, both written and verbal.
• A passion for delivering exceptional service and driving organizational excellence.

SPECIAL SKILLS/EQUIPMENT

• Management Skills – Problem solving, decision making, time management, organization.
• Customer Service Attitude and Skills – Team player, Commitment, Patience, Enthusiasm, Attention to detail, Flexibility/Adaptability.
• Professionalism – Good judgment, integrity, accountability, ability to interact with all levels of staff, confidence, coaching, and mentoring of other team members.
• Communication Skills – Excellent verbal, written and interpersonal communications.
• Leadership Skills – Disputer Resolution, Collaborative Team Approach, Time Management, Performance Management, Proactive, Independent Leadership Style, Inspirational Motivator, Positive Mindset and Change Agent.
• Proficient in use of Microsoft Office applications
• Familiarity with association management software preferred.
• Demonstrates professionalism, service excellence, innovation, building engagement and constantly seeking efficiencies in policies and procedures.

PHYSICAL, MENTAL DEMANDS/WORKING ENVIRONMENT

Physical demands include the ability to remain stationary, move from one work site to another, operate office equipment, and move supplies and equipment up to 25 pounds.

THIS IS A HYBRID ROLE REQUIRING BEING IN-PERSON ON TUESDAYS AND WEDNESDAYS IN OUR DOWNTOWN CHICAGO, IL OFFICE.

This is a full-time exempt position. Compensation range is $75,000.00 - $80,000.00 annually.

Benefits offered include (but are not limited to) Medical, Dental, Vision, Life and AD&D, 401(k)

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

American Osteopathic Association is unable to sponsor work visas at this time.

Salary : $75,000 - $80,000