Membership & Sales Operations Manager

Reports to: COO

Classification: Full-time, non-exempt

Annual Salary: $55k

The Membership & Sales Operations Manager is responsible for the consistent, accurate, and responsive execution of NAA’s membership operations and sales fulfillment processes.

This is a highly operational role for someone who takes pride in making things work well. The Manager serves as a primary point of contact for members, executes established onboarding and renewal processes, maintains accurate membership data, supports auction school outreach, and ensures members receive timely and helpful service.

The Manager also supports NAA’s revenue operations by taking responsibility for fulfillment after sponsor ships, advertising, exhibits, and strategic partnerships are sold. The Partnerships Manager owns prospecting, sales, pricing, negotiation, relationship development, and closing business. The Membership & Sales Operations Manager makes sure NAA delivers what was promised.

The successful candidate will be highly organized, proactive, service-oriented, comfortable making phone calls and solving problems, and exceptionally strong at follow-through. This person should notice when something is falling through the cracks—and take responsibility for getting it back on track.

The position is expected to allocate time approximately as follows. Actual workload will fluctuate throughout the year based on membership cycles, events, and partnership commitments.

• Member Service & Membership Operations
• Serve as a primary point of contact for NAA members by phone and email, providing timely, accurate, and helpful service.
• Take ownership of routine member questions and problems, researching available information and systems before referring the member to another staff member.
• Execute NAA’s established new-member onboarding and first-year engagement process.
• Assist members with membership status, invoices, benefits, renewals, account information, and other membership-related questions.
• Maintain the accuracy and integrity of membership records within NAA’s association management system (AMS).
• Maintain established membership dashboards and reports, including membership totals, new members, renewals, retention, and other established metrics.
• Support established member recognition programs and awards.
• Manage the administrative execution of NAA’s annual election process in coordination with the CEO and COO.
• Sales Operations & Partnership Fulfillment
• Maintain accurate records of agreements, customer contacts, contracted benefits, required materials, deadlines, and fulfillment status.
• Coordinate onboarding and fulfillment communication with sponsors, advertisers, exhibitors, and partners after agreements are secured.
• Collect logos, advertisements, company descriptions, registrations, and other materials required to fulfill contracted benefits.
• Coordinate the delivery of contracted benefits, including advertising, website and digital exposure, email recognition, signage, event recognition, registrations, exhibit space, and other documented commitments.
• Communicate requirements and deadlines to Communications, Events, Education, and other staff responsible for completing specific deliverables.
• Provide onsite sponsor, exhibitor, advertiser, and partner support at NAA events as assigned.
• Member Pipeline & Experiences
• Serve as NAA’s primary operational contact for auction schools nationwide.
• Execute established new-member sessions and experiences at Conference & Show and other NAA programs as assigned.
• Monitor grievance submissions, send established initial communications.
• Monitor reported unauthorized use of the NAA logo and send established communications as directed.
• Provide administrative support for established member recognition, elections, and other membership-related processes.

The Membership & Sales Operations Manager is succeeding when:

• Member inquiries receive an initial response within NAA’s established service standard.
• Members receive proactive phone outreach when a conversation is the most effective way to resolve an issue.
• Past-due and lapsed members receive documented outreach according to…