DEPARTMENT

Member Experience & Engagement

BASIC FUNCTION

The Director of Member Operations leads the systems, services, and strategies that support a high‑quality membership experience from onboarding through renewal. This role develops and executes annual membership plans and campaigns in close collaboration with Marketing and Communications to support growth and retention. The Director oversees member services, group membership programs, and key operational processes to ensure consistent, responsive support. As the primary owner of membership systems and data, this role ensures data integrity, effective technology use, and continuous process improvement

Characteristic Duties and Responsibilities

1. Membership Operations & Strategy

   1. Monitors membership trends, analyzes data, and prepares reports to inform strategy, planning, and decision-making.

   2. Develops executive annual membership plans and campaigns in collaboration with Marketing and Communications in alignment with organizational priorities.

   3. Supports the development and evaluation of membership growth strategies, including individual, group, residency program, and FACEP designation initiatives.

   4. Oversees end‑to‑end membership lifecycle processes, including acquisition, onboarding, renewal, reinstatement, and retention.

   5. Monitors emerging trends and best practices in association membership operations to inform future programming.

2. Member Services

   1. Ensures the delivery of high-quality, timely, and consistent support to current and prospective members across phone, email, and online channels.

   2. Establishes, maintains, and enforces service standards, documentation, and workflows to support consistent and effective service delivery.

   3. Resolves complex or escalated member issues with professionalism, efficiency, and appropriate follow‑up.

   4. Establishes and monitors key member service metrics and dashboards to evaluate service quality, inform resource allocation, and support data-driven improvements to the member experience.

   5. Supervises core membership operations, including dues processing, eligibility management, renewals, group billing, and related programs.

   6. Supports the development and implementation of group membership programs, including group benefits design, recruitment support, invoicing, and concierge‑style services.

   7. Trains and supports staff to ensure consistent handling of membership inquiries, processes, and systems.

   8. Oversees the association store to ensure a positive member experience, accurate inventory management, reliable vendor relationships, and sound financial performance.

3. Database & Technology Management

   1. Serves as the primary owner of membership operations within the Altai AMS, championing best practices for data quality and member‑focused functionality.

   2. Acts as the main point of contact for AMS‑related operations, enhancements, and troubleshooting.

   3. Collaborates with IT and system vendors to implement improvements, resolve issues, and maintain efficient system performance.

   4. Oversees the member portal to ensure functionality, accessibility, and a positive user experience.

   5. Maintains the accuracy, integrity, and governance of membership data through ongoing quality control and compliance practices (e.g., GDPR, CAN‑SPAM).

   6. Identifies and implements opportunities for automation, process improvement, and operational efficiency.

   7. Leads membership‑related technology projects, including system implementations, testing, integrations, personalization, and engagement tools.

4. Communications & Engagement

   1. Contributes to the development of member communications, including onboarding materials, renewal messaging, surveys, newsletters, and targeted outreach.

   2. Partners with Marketing, Events, and other teams to deliver coordinated and consistent member experiences.

   3. Maintains and updates membership‑related content on the website and member portal to ensure accuracy, relevance, and clarity.

   4. Supports strategies to increase member awareness, adoption, and engagement with benefits, programs, events, and online communities.

5. Team Oversight & Leadership

   1. Leads, mentors, and develops the membership operations team.

   2. Sets clear priorities, performance goals, and professional development plans for direct reports.

   3. Builds a team culture grounded in collaboration, accountability, data‑informed decision‑making, and continuous improvement.

   4. Develops and manages the membership operations budget, ensuring responsible resource use, accurate tracking, and regular reporting.

Relationships and Contacts

Reports to:	AED, Member Experience & Engagement
Supervises:	Member & Customer Care Manager, Group Member Support Manager
Internal Contacts:	All Staff
External Contacts:	Membership Committee, ACEP members, physician group staff, residency staff, medical society staff, vendors

Required Education and Experience

1. Bachelor's degree or higher.

2. 7–10 years of experience in membership, component relations, or related work.

3. At least 3 years of experience leading a membership department with demonstrated success in motivating staff and achieving growth goals.

4. Strong organizational, project management, and communication skills.

5. Ability to work autonomously with initiative, precision, and accountability.

6. Proficiency in Microsoft Office, project management tools, and Association Management Systems (Altai preferred).

7. Thrives in collaborative environments and communicates with clarity and empathy.

8. Resilient under pressure and comfortable adapting to shifting priorities.

9. Curious, open to learning, and motivated by continuous improvement.

Other Desired Qualifications

1. Experience within a large national nonprofit or healthcare professional association.

2. Familiarity with emergency medicine, graduate medical education, healthcare, and/or physician organizations.

3. Association Executive (CAE) preferred.

We are an equal opportunity and E-Verify employer who offers a competitive salary, an excellent benefits package, a retirement plan, and more.

If you have questions regarding this position or would like to submit your resume, please contact us.