The Opportunity: We are seeking a proactive and forward thinking Contact Center Manager to lead the daily operations of our Member Relations Contact Center. This role is responsible for proactively engaging member companies to help them understand and utilize their benefits, driving stronger relationships, increased service usage, and long-term member retention. The ideal candidate has experience in customer engagement, relationship management, and consultative sales.
What You'll Do:- Partner with the Director to modernize and align team processes, technologies, and service strategies with organizational goals.
- Lead daily contact center operations-including event registration workflows, tier-one product support, and member engagement activities-with a focus on accuracy, efficiency, and future readiness.
- Initiate proactive outreach calls to enhance member participation, maximize benefit utilization, and support retention strategies
- Ensure timely and sustainable resolution of customer issues, promoting a frictionless member experience.
- Provide coaching, mentoring, and performance feedback to the Contact Center team, cultivating a culture of learning, accountability, and continuous improvement.
- Develop and execute training programs that strengthen team capabilities and support evolving service demands.
- Lead new-member onboarding efforts and maintain strong relationships with key contacts in assigned organizations.
- Document engagement and service activity in the CRM and prepare insights-driven reports.
What You Bring:- 5+ years experience in Customer Success/Sales
- 3 -5 years' experience managing employees
- Strong verbal and written communication skills
- Bachelor's degree in Business Administration or related field preferred
- Experience supporting member based or professional organizations preferred
What Do You Need To Succeed?- Process improvement focus - you're always looking for ways to streamline, refine, and enhance how work gets done.
- Innovation mindset - you think ahead, bring fresh ideas, and help evolve how the team operates.
- Strong communication skills - you're clear, confident, and great at connecting with people.
- A customer-first mindset - you genuinely care about supporting members and creating great experiences.
- Good judgment - you make thoughtful decisions and know how to balance priorities.
- Respect for confidentiality - you handle sensitive information responsibly.
- Flexibility - you adapt easily when things shift or new challenges pop up.
- Natural leadership - you motivate others, set the tone, and help your team grow.
- Problem solving skills - you dig in, analyze what's going on, and find solid solutions.
- A results-driven approach - you stay focused on goals and follow through.
- A team-first attitude - you collaborate well and support shared success.
- Comfort with technology - you pick up new systems quickly and use tools to work smarter.
