Member Services Program Manager

This position is based out of our main office in St. Louis, Missouri, but it is eligible for a hybrid schedule (up to 2 remote workdays per week) in accordance with AOA's telecommuting policy.

If you thrive in mission-driven environments and enjoy improving service-oriented processes and bringing structure to complex operations, you’ll excel as AOA’s Member Servcies Program Manager. This role blends hands-on member services leadership with project management and operational forward thinking—helping modernize how we serve our members.

PURPOSE

The Member Services Program Manager is responsible for delivering high‑quality day‑to‑day member services while leading operational and project management efforts across the Membership department. This role oversees front‑line service operations, manages intake and prioritization of member and internal requests, and serves as project manager for cross‑functional initiatives involving other AOA teams and affiliates. By applying systems thinking, continuous improvement, and automation, the Manager supports the evolution of member services operations—balancing immediate service needs with long‑term process enhancements that improve efficiency, consistency, and the overall member experience.

KEY RESPONSIBILITIES

• Serve as project manager for high‑impact membership initiatives, coordinating intake, scope, timelines, stakeholders, and deliverables, while maintaining clear project documentation, tracking risks and dependencies, and escalating blockers as needed.
• Supervise and support Member Services staff, leading day‑to‑day Member Services operations, ensuring effective prioritization of work and consistent service quality across phone, email, and ticketing platforms.
• Run the Membership team’s operating cadence, including daily stand‑ups, weekly planning and prioritization, backlog management, and escalation of issues.
• Manage Membership work intake and prioritization, balancing urgent member needs with strategic projects and process improvements.
• Oversee and optimize the Member Services ticketing system (Zoho Desk preferred), including workflows, routing rules, SLAs, templates, knowledge base integration, and reporting.
• Identify and implement process improvements, automation, and self‑service solutions to reduce cycle time, errors, and repeat inquiries.
• Track, analyze, and report on service performance, operational throughput, and project progress using defined KPIs.
• Train AOA and affiliate staff on membership resources and tools, develop support documentation, standard operating procedures, training materials, and other internal knowledge resources.

OUR IDEAL CANDIDATE

• 5+ years of experience in membership, customer service or administrative operations.
• 3+ years of experience leading cross-functional collaboration and projects with clear timelines, deliverables and stakeholder coordination.
• 2+ years of experience supervising and leading staff in a service or operations environment.
• Comfortable working directly with members or customers, including handling complex or escalated scenarios with professionalism.
• Thinks systematically and proactively about process improvement, including automation and self-service functions (e.g., forms, templates/macros, knowledge base). Related experience leveraging AI tools is a plus.
• Working knowledge of membership workflows (e.g., joins, renewals, dues, refunds) or comparable customer lifecycle processes.
• Proven ability to get “into the weeds” while also keeping an eye on the bigger operational picture.
• Hands-on experience with AMS/CRM systems.
• Demonstrated success with project management tools and ticketing systems to manage workflows, intake, track progress, and reporting.
• Experience with reporting and dashboards (Power BI or similar), including defining operational KPIs and partnering with analysts.
• Proficient in Office 365 (Excel, Outlook and Teams).

TRAVEL

Occasional travel for meetings or trainings (up to approximately 10%).