Director of Membership and Operations

Role Description

St. Louis REALTORS® is seeking a Director of Membership & Operations to lead our membership team and oversee the core systems and processes that power our association. This role combines high-touch member service with hands‑on operational leadership across our AMS, MLS/Supra integrations, phone systems, and key front‑desk functions. The ideal candidate has 3+ years of experience in association or membership, strong technical and process‑improvement skills, and a passion for building efficient, member‑friendly operations.

• Lead and coach the membership and front‑line service team to deliver responsive, high‑quality support to residential, commercial, and affiliate members.
• Oversee the membership lifecycle and ensure accurate, timely updates across local, state, and national systems, as well as MLS and Supra keybox access.
• Own data integrity and reporting in our AMS (Rapattoni), and partner with finance on membership‑related billing and reconciliation.
• Serve as primary liaison to key vendors (Rapattoni, Supra, phone system), helping to troubleshoot issues, coordinate upgrades, and improve system performance.
• Oversee operation of the REALTOR® Store, inventory, and related member‑facing processes.
• Continuously review and improve operational workflows, SOPs, and member‑facing touchpoints to reduce friction and increase consistency.
• Collaborate with other departments (education, professional standards, commercial, communications, finance) to support programs, events, and initiatives that drive member engagement.

• Lead and coach the membership team to deliver responsive, high‑quality service.
• Manage the membership lifecycle: applications, onboarding, changes, terminations, billing support, and compliance.
• Ensure data integrity and reporting within our AMS and related systems.
• Help shape and improve processes that make it easier for members to do business with us.
• Oversee the REALTOR® Store and support member‑facing programs, events, and courses as needed.

After first 90 days 1 remote work day per week is allowed.

• Associate’s degree required; bachelor’s degree in business, management, communications, or a related field preferred.
• 3+ years of experience in membership, association management, customer service, or related operations, with some supervisory or team lead responsibilities.
• Strong comfort with technology, including Microsoft 365 (Outlook, Word, Excel) and database/CRM or AMS tools (Rapattoni experience a plus).
• Proven ability to interpret and communicate membership requirements, policies, and keybox rules to members and brokers.
• A process‑minded, detail‑oriented problem solver who can manage multiple priorities without losing sight of member experience.
• Excellent written and verbal communication skills, with a calm, professional demeanor—even when dealing with complex or sensitive member issues.
• Experience in a REALTOR® association, MLS, or trade association environment is strongly preferred.

You’ll be successful in this role if you:

• Have an associate’s degree (bachelor’s in business, management, communications, or a related field preferred).
• Bring 3+ years of experience in membership, association management, customer service, or operations, including some supervisory or team lead responsibility.
• Are comfortable with technology, including Microsoft 365 (Outlook, Word, Excel) and database/CRM or AMS platforms (Rapattoni experience a plus).
• Understand (or can quickly learn) the REALTOR® ecosystem—local, state, and national associations, MLS, and electronic keybox (Supra) access.
• Think in terms of process and systems, not just tasks—always looking for ways to streamline, standardize, and improve.
• Communicate clearly and calmly, especially when explaining membership requirements, policies, and keybox rules to members and brokers.
• Can juggle multiple priorities while maintaining a positive, professional, member‑focused demeanor.
• Experience in a REALTOR® association, MLS, or trade association is strongly preferred.