Membership Operations Specialist

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Home office stipend
• Paid time off
• Vision insurance

This is a full-time, remote, exempt position based in the Pacific Time Zone. While this role offers flexibility in how work is managed day-to-day, the Specialist is expected to be reliably available and responsive during standard core business hours to support members, collaborate with the team, and meet response-time commitments.

The Membership Operations Specialist drives service, outreach, and strategic support for our global Alliance membership (1,000+ companies globally), acting as a key partner across departments to strengthen the member journey, deepen the value of membership, and continuously modernize how we engage members. This role goes beyond day-to-day execution — it requires someone who proactively identifies gaps, builds cross-functional relationships, and champions digital-first, scalable solutions.

Sound data practices are central to the role: the Specialist is expected to treat data accuracy and integrity as a non-negotiable standard, and to follow up consistently and reliably on open items, member requests, and cross-departmental commitments so nothing is overlooked. This is a highly visible role requiring sound judgment, a collaborative mindset, and genuine enthusiasm for improving how a growing global organization operates.

The ideal candidate is a motivated self-starter who thrives on ownership, brings a forward-thinking approach to technology and process design, and actively seeks out partnership with company departments rather than working in isolation.

Own and Elevate Membership Operations Processes: Lead the day-to-day execution of help desk and member activation/onboarding, continuously assessing where the process breaks down and partnering with the Membership Operations Manager to shape and align on fixes and enhancements. Ensure members have seamless access to the right systems and tools.

Support Member Retention and Growth: Partner closely with the Membership Operations Manager on member lifecycle engagement strategy, with a direct focus on strengthening member retention and driving membership upgrades, proactively bringing ideas and recommendations forward.

Be the Strategic "Face of the Alliance" for Help Desk: Own inquiry management, driving "first touch resolution" as a standard, not an exception. Bring a service mindset that reflects well on the Alliance in every interaction.

Drive AI & Digital-First Innovation: Actively identify, pitch, and collaborate to implement new technology, automations, and workflows that meet the evolving needs of a global membership — treating the help desk as a testing ground for continuous improvement, not just a queue to clear.

Own Membership Operations Data Management: Maintain the accuracy, integrity, and strategic use of member data as a top priority. Since members self-serve their own data entry, proactively review submissions for accuracy, completeness, and consistency — correcting errors, formatting, and punctuation issues before they propagate downstream, since this data feeds directly into all connected systems. Own monthly KPI reporting and Working Group information, with diligent follow-through to ensure records stay current and issues don't go unresolved.

Surface insights that inform decisions, not just report numbers.

• Lead new membership onboarding end-to-end — forms, contracts, pipeline tracking — and proactively troubleshoot friction points, keeping the Membership Operations Manager informed of blockers and progress.
• Create and maintain new member onboarding videos and other training content for both new and existing members, ensuring resources stay current…