CRM & Customer Service Operations Lead

You are the person people turn to when they need an answer, a solution, or a better way forward. You have a natural curiosity that drives you to figure out why something is not working and how it can be improved. You enjoy helping people, but you are just as excited by the systems, technology, and processes that power a great customer experience.

Whether you are troubleshooting a complex issue, improving a workflow, cleaning up data, or identifying a smarter way to get things done, you are always looking for opportunities to make life easier for others. You connect the dots, solve problems with confidence, and take pride in creating seamless experiences while keeping everything running smoothly behind the scenes.

If this sounds like you, please read on!

• Serves as the primary technical point of contact for member and customer inquiries across phone, email, and web, resolving orders, payments, subscriptions, CME, and registration needs efficiently within D365 Customer Service.
• Regularly interacts with members and customers by phone, email, and other communication channels to provide timely, helpful support and ensure a positive service experience.
• Administers and optimizes D365 Customer Service, including queues, routing, case workflows, SLAs, metrics, and dashboards, to ensure timely, high-quality resolution and reporting.
• Applies AI-enabled tools such as case summarization, agent assist, and knowledge suggestions to accelerate resolution; reviews and validates AI outputs; and continuously improves knowledge content.
• Troubleshoots complex technical, access, and system issues across AAOS platforms, including the website, mobile apps, CME/MOC, and online products, escalating and coordinating cross-functionally to drive resolution within SLA.
• Safeguards CRM and AMS data integrity by maintaining accurate records, managing membership transitions and weekly exception reviews, and eliminating duplicate or outdated data.
• Identifies and drives processes, workflow, and automation improvements that enhance the member experience and reduce repeat issues.
• Promotes Academy products and programs through cross-selling and outreach and represents the Academy at the Annual Meeting and select events in a sales/service capacity.
• Supports the Service Center Team Lead with general onboarding and training for Customer Service staff.
• Trains the Service Center team on new system features, automation, and AI capabilities.
• Performs general departmental administrative tasks, including distributing department mail, assisting with member correspondence, and preparing member applications for scanning and processing.
• Actively supports member-facing service activities across membership records, CME needs, website access, online products, and related issue resolution to ensure accurate, timely, and positive member experience.

• Up to 5 days per year

• 2-3 years of experience administering D365 Customer Service or a comparable CRM such as Salesforce Service Cloud or Service Hub, including queues, routing, forms, views, workflows, metrics, and dashboards, with hands‑on use of AI enabled features such as case summarization, agent assist, and knowledge suggestions.
• Strong technology aptitude and eagerness to adopt AI‑assisted tools, automation, and analytics tools in a fast‑changing environment.
• Demonstrated proficiency with CRM and Association Management Systems, with a focus on data integrity
• Proven ability to troubleshoot complex issues and coordinate cross‑functionally to drive resolution and follow‑up
• Associate’s degree, plus five or more years of customer service experience with progressive levels of responsibility.
• Polished written and verbal communication paired with strong organizational, project…