APPLICATION PROCESSApplicants for this role must submit a cover letter and upload their resume with the online employment application.
POSITION SUMMARYThis position manages the operational infrastructure, processes and service channels that support the American Association of Nurse Practitioners (AANP) membership experience. The Membership Operations Manager oversees Member Care operations; serves as the membership business owner for the Association Management System (AMS); leads renewal operations; oversees membership data accuracy and integrity; and drives continuous improvement. Working across the organization and with vendors, the position ensures accurate, efficient and member-focused service delivery and care.
WHERE YOU WILL WORKThis position can be hybrid or in the Austin, Texas National Headquarters Office.
ESSENTIAL RESPONSIBILITIESYou are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.
- Leads day-to-day membership operations and monitors Member Service Care channels to ensure timely, accurate and consistent processing of membership transactions and member requests.
- Supervises, coaches and evaluates assigned Member Care staff, including setting priorities and expectations, monitoring workload, supporting performance management and ensuring consistent application of membership policies and service standards.
- Works closely with the VP of Membership to develop membership operations reports, and key performance indicators for service delivery, transactions, renewals, data quality and self-service utilization.
- Leads renewal operations, resolves system, data, payment and service issues. Reports progress, risks and recommends corrective actions.
- Analyzes operational data and member feedback to identify root causes, service gaps, bottlenecks and identifies opportunities and makes recommendations for automation or improved self-service.
- Conducts regular UX testing across various platforms to ensure a seamless member experience and working interdepartmentally to resolve identified issues.
- Acquires and maintains a working knowledge of Member Care Center processes, procedures, and the member/volunteer journey.
- Develops and maintains new standard operating procedures, business rules, and training materials for membership operations and updates existing documentation
- Suggests ideas to improve operations, processes, AANP website and the overall member experience.
- Serves as the Membership department operational SME for member support platforms and for the AMS (Association Management System).
- Partners with IT, vendors and internal stakeholders to define AMS and operations requirements, troubleshoot issues, prioritize enhancements and coordinate user acceptance testing for changes affecting membership.
- Works closely with the Data Analytics Manager to ensure membership data integrity, proactively identifies and resolves issues, monitors change and failure logs to identify and fix issues, leads periodic data clean-up projects, and establishes consistent data entry practices across the Member care team and the organization.
- Creates and maintains renewal schedules, online join, onboarding and renewal workflows and related system processes.
- Handles escalated member inquiries when needed to support the Member Care team.
- Works closely with the Membership Manager to support recruitment and retention campaigns to achieve member acquisition and renewal goals.
- Supports budgeting, resource planning and vendor management for membership operations.
- Manages quality control and analysis for member care services.
- Collaborates with Finance on dues processing, payment reconciliation, refunds, adjustments and other membership-related financial processes.
- Provides on-site support at annual AANP conferences as assigned.
QUALIFICATIONSEducation
Required:
- Bachelor's degree.
- Equivalent relevant experience may be substituted for education on a year-for-year basis above the minimum experience requirement.
Experience
Required:
- Five or more years of related membership operations, association management, customer service operations or business systems experience required.
- Three or more years of experience managing membership processes, service operations, an AMS or comparable customer relationship management platform.
- Demonstrated experience coordinating recurring processes such as renewals, and dues billing cycles.
- Supervision or operational leadership of call center or member service staff.
Preferred:
- Experience in a nonprofit membership association.
- Experience with AMS implementation, migration and/or optimization.
Knowledge, Skills, and Abilities
Required:
- Strong customer service orientation to interact and problem-solve with members and promote the association in a positive, professional manner.
- Excellent verbal and written communication skills, interpersonal, collaboration, and emotional intelligence skills.
- Demonstrated team player.
- Strong knowledge of membership operations, customer service processes and the member lifecycle from acquisition through renewal and reinstatement.
- Ability to translate business needs into system requirements, workflows, test cases, procedures and training materials.
- Computer proficiency including Microsoft Office 365 modules and Adobe Acrobat.
- Working knowledge of AMS/CRM (Customer Relationship Management) systems, ticketing and call platforms, online payment processes ,and reporting tools.
- Ability to analyze operational data, identify trends and root causes, and present clear recommendations.
- Ability to perform with accuracy, manage multiple projects and recurring deadlines, coordinate across departments and deliver on commitments with minimal supervision.
- Strong critical thinking, project management, problem-solving and interpersonal skills.
- Strong ability to lead through change and maintain a member-centered perspective.
- Demonstrated strong leadership and management skills with the ability to set and enforce priorities and deadlines.
- Strong adaptability and agility.
Preferred:
- Experience using Salesforce software in a customer service environment.
Other
- Able to travel to AANP conferences as required within the U.S. (approximately 5%).
- May occasionally work outside normal business hours to support operational issues.
COMPENSATIONAANP offers attractive compensation. The expected rate of pay for this position is $80,000 - $92,000 annualized, depending on experience.
BENEFITSAANP offers a variety of benefits for full-time employees, including:
- Multiple health plan options for Medical, Dental, and Vision insurance benefits
- Basic Life and AD&D Insurance provided by AANP at no cost to you
- Voluntary Life and AD&D optional coverage for you and your family
- Flexible Spending Accounts (Healthcare or Dependent Care) or a Health Savings Account (HSA), depending on medical benefit election
- Disability Benefits provided by AANP at no cost to you
- Accident and Critical Illness optional coverage for you and your family
- 401(k) and Roth retirement plan options with up to 6% employer matching and immediate vesting
- Generous Paid Vacation that accrues each pay period; unused vacation may be carried over into the next year if below maximum limits
- 12 Paid Sick Days annually for you or to care for a family member; unused sick days may be carried over into the next year
- 14 Paid Holidays annually, available immediately
- Educational Reimbursement Program available after 6 months of employment
- Professional Development opportunities
- This position can be in office or hybrid.
