SR Member and Audience Service Rep

Position Summary

This position is responsible for assisting the Manager with organizing and improving service desk workflows and operational efficiencies for Minnesota Public Radio (MPR). The Member & Audience Services team serves as the primary point of contact for supporting MPR members and audiences.

We are seeking a Senior Member and Audience Services Representative with strong technical knowledge of mobile devices, podcasts, and streaming platforms from an end-user perspective. The ideal candidate is customer-oriented, patient, and skilled at supporting listeners who may not be technically savvy. This role requires strong organizational skills, the ability to multitask, and a collaborative approach to problem-solving.

Member & Audience Services focuses on managing communications designed to deepen relationships with our audiences. Within this team, this position supports day-to-day operations and serves as a first point of contact for listeners seeking technical assistance via phone, web, and email.

$28.75 -$33.75 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity.

Hybrid, St. Paul, MN

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

February 12, 2026 - A preferred candidate has been identified.

• Identify cross-functional opportunities to surface barriers to improvement and collaborate with partners to improve communication and issue resolution.
• Advocate for member and subscriber needs to support greater personalization and more efficient resolution throughout the member experience.
• Support the development and alignment of an enterprise-wide intake process for new SOP initiatives, contributing to the identification and prioritization of impactful standards in collaboration with stakeholders.
• Map workflows to identify and eliminate non-value-added steps in order to streamline processes.
• Document programming methodologies and create curated toolkits that translate highly technical information into clear, value-driven resources for internal and external audiences.
• Build and maintain a knowledge base to support training and core project work.
• Create and diagram workflows for inclusion in the knowledge base.
• Contribute to the development and alignment of the annual strategic plan, including providing input on budget considerations, initiative timelines, and dependencies.
• Assist with optimizing strategy and planning to enhance customer service for MPR members and audiences, as well as national APM programs.
• Support the coordination of training for technical staff to enhance skills and align with evolving business strategies.
• Contribute to training resources and learning opportunities that support skill development and professional growth.
• Assist with schedule coordination to support service coverage and operational needs.
• Investigate and resolve member and audience issues, major incidents, and technical problems related to MPR podcasts, websites, and in-house applications on Android and Apple devices.
• Work cross-functionally with other technical teams to support projects as they arise.
• Troubleshoot listener issues related to in-house applications, Wi-Fi connectivity, and iOS software versions.
• Partner with the Manager to identify workflow efficiencies and training opportunities that improve productivity, leveraging technical understanding of Salesforce APIs and their impact on audience experience and revenue.
• Maintain and update the knowledge base of standard operating procedures for internal teams and listeners.
• Compile and analyze service data to assess performance against service levels, identify interaction trends, and elevate potential issues.
• Assist in developing audience-facing member service policies, procedures, and standards.
• Research emerging industry trends through journals, seminars, and conferences, and share insights with the Manager.
• Collaborate with the Manager to develop and execute messaging in…