Member Services Director

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401k, Dental Insurance, Life Insurance, Medical Insurance, Vision

Department: Member Services

Reports to: CEO

FLSA Status: Exempt

The Director of Member Services is responsible for leading the organization’s Member Services department to enhance member satisfaction and ensure all departmental goals are met. The Director will foster a member-centric culture, collaborate across departments, and provide leadership to direct reports, representing the Member Services department organizationally.

Required:
Bachelor’s degree or equivalent professional leadership experience.

Preferred: 3 to 5 years’ experience in a non-profit or membership organization, certification in Customer Service or member engagement, familiarity with The NISC software suite.

• Understanding of operations, policies, and services of the Member Services team
• Excellent communication and interpersonal skills with emotional intelligence
• Experience motivating and empowering teams in a positive work environment
• Budget management skills

• Leadership to inspire and create an inclusive, collaborative environment
• Effective communication across various channels
• Interpersonal skills for relationship building
• Ability to develop clear communication strategies
• Leadership to foster professional growth and manage teams effectively

• Project management skills for planning and executing initiatives
• Strategic thinking for aligning Member Services strategies with organizational goals
• Trend identification and proactive program development
• Reporting on performance and activities
• Member advocacy within the organization

Supervise Member Services Representatives; manage workloads, conduct performance reviews, assist in hiring, and promote continuous improvement and high service standards.

Full-time, primarily office-based with some remote work possible, and occasional travel including overnight stays outside the service area.

This description is not exhaustive; other duties may be assigned as needed. The NREMC reserves the right to revise this description and does not guarantee employment terms.