Member Relations and Operations Specialist

About the Northeast Microelectronics Coalition (NEMC): NEMC, a division of the Massachusetts Technology Collaborative (Mass Tech), is a dynamic initiative bringing together industry leaders, academic institutions, and innovative startups. Our Hub’s mission is to foster collaboration and accelerate progress in domestic microelectronics. We seek a driven professional to manage the daily member experience, ensure data integrity, and optimize the operational flow for our growing community.

The Member Relations and Operations Specialist is a full-time regular position crucial to the sustained engagement, retention, and operational efficiency of the NEMC Hub's member base. This role serves as a lead administrator of the NEMC Member Portal and Member Management Software platform. The Specialist will independently manage complex member data, execute professional communications, and lead the logistical coordination for high-impact events.

They are responsible for ensuring a positive, seamless member experience through proactive support and play a key part in the operational stability and strategic, incremental evolution of member services.

• Serve as a primary point of contact for member inquiries, ensuring high-quality customer service and timely, accurate information.
• Act as the front-line troubleshooter for members, resolving issues related to Portal access, forgotten credentials, and technical usage to ensure a frictionless digital experience.
• Develop, coordinate, and deploy professional member communications (e.g., newsletters, alerts, announcements) via the Member Portal and other channels.
• Lead the logistical coordination and execution of member-focused events and meetings, including meeting planning, vendor communication, on-site assistance, and follow-up.
• Proactively identify and implement operational suggestions for an overall better member experience across all touchpoints (communications, events, and portal usage).

• Own the day-to-day operations and maintenance of the Member Management Software and the Member Portal, acting as the primary system administrator.
• Ensure the integrity and accuracy of all member data (e.g., contact information, activity tracking) across the platform and integrated systems, facilitating reliable reporting and key metrics tracking.
• Manage and optimize the new member approval and onboarding lifecycle, ensuring a seamless and positive transition into the community.
• Implement and enforce efficient data management processes to maintain clean and organized records.

• Manage and troubleshoot the ongoing functionality and user experience of the Member Portal.
• Collaborate directly with NEMC leadership on strategic portal enhancements, managing the implementation of incremental changes based on member needs.
• Support the integration of APIs and other third-party tools with the Member Management Software platform and Member Portal to enhance service delivery.
• Develop and maintain comprehensive user guides, training materials, and FAQs for the portal community.
• Develop and maintain reporting dashboards (e.g., membership retention, event attendance, portal usage) for the Senior Manager, ensuring the presentation of clean, curated metrics.
• Project and Grant Program Support:
• Utilize and maintain grant management software to support divisional grant programs, focusing on accurate data tracking of member and other applicant activities related to grants.
• Provide high-level administrative and organizational support to the NEMC management team, leveraging expertise in data systems, reporting, and project coordination.

You are a highly motivated, detail-oriented professional with proven experience in managing and optimizing online platforms, preferably with a focus on member portals or community platforms. You possess strong organizational and project management skills and are comfortable owning projects and working proactively to achieve engagement goals. You are a great communicator, a fast learner, and have a strong ability to leverage data and curate key metrics to inform decisions and manage day-to-day member relationships effectively.

• 3+ years of experience in member management, community relations, or association operations, demonstrating a trajectory toward increased responsibility.
• Demonstrated proficiency and hands-on administrative experience with Member Management Software or CRM systems with a proven ability to extract, interpret, and curate system-based performance metrics.
• Strong understanding of member portal functionalities, user experience best practices, and basic data architecture principles.
• Excellent organizational and project management skills, with a proven ability to independently manage multiple tasks and deadlines effectively.
• Strong experience with data management, cleaning, and organization, including the preparation and curation of…