Member Services Manager

The Association of Surgical Technologists is a dynamic membership-based organization dedicated to enhancing the profession of surgical technologists to ensure this group of professionals can deliver the highest quality of patient safety and care in the operating room. We serve a diverse and passionate community of members through advocacy, education, networking, and resources that empower them to champion patient safety and provide safe surgery every time a patient is in the operating room.

The Association of Surgical Technologists recently went through a shift in its executive staff leadership, and we are looking to grow and develop a strong team to help the organization provide exceptional experiences for its members, continue membership grow, chart and develop new pathways for our members and the association and help us lead into the next chapter of the association. This is a great opportunity for someone to help run one of our most instrumental departments, affect future change within the organization and guide and lead a team who is eager to learn and ready to grow.

Position Summary

We’re seeking a proactive and service-oriented Membership Services Manager to lead our member engagement and customer service efforts. This role is critical in ensuring members feel valued, supported, and connected. You’ll oversee the full lifecycle of membership—from joining to renewals to retention strategies and customer service—while continuously improving the member experience and leading and motivating a team to help accomplish these goals.

Key Responsibilities

• Manage day-to-day membership operations, including processing applications, renewals, and inquiries
• Develop and implement strategies to increase member retention and satisfaction
• Maintain accurate membership data and reporting using CRM systems
• Coordinate with the communications and other departments as needed about member communications, including newsletters, onboarding materials, and renewal reminders
• Collaborate with marketing and events teams to promote member benefits and programs
• Analyze membership trends and provide insights addressed to leadership
• Ensure timely and professional customer service across all member touchpoints
• Lead a team of 5 member services representatives
• Other duties as assigned

Qualifications

• Preferred 5-7 years of experience in membership services, customer service, or association management
• Preferred 3-5 years of management experience leading customer service teams
• Strong interpersonal and communication skills
• Proficiency with CRM platforms
• Detail-oriented with excellent organizational and problem-solving abilities
• Passion for building community and delivering exceptional service
• Collaborative nature with a willingness to work with the leadership team to develop strategies that will bolster member’s experience within the association and to motivate team members to champion our organization’s mission
• Bachelor’s degree in business, communications, or related field

Bonus Skills

• Experience in a nonprofit or membership-based organization
• Familiarity with digital engagement tools and analytics

What We Offer

• A close-knit office culture that cares about your wellbeing
• Generous PTO and sick leave policy
• 10 paid holidays per year
• Employer-paid health and dental insurance options
• Annual bonus eligibility
• Annual merit increase
• SEP (retirement) contribution after year 3
• Professional development opportunities available

Ready to help members thrive? Apply today and be part of a team that makes a difference every day.

This is an onsite position with the possibility of a future hybrid schedule and agreed on by the CEO. Relocation costs may be considered for the right candidate.

To apply for this position, applicants must submit a resume or CV AND a cover letter expressing why you’d like to be a part of the next chapter of the Association of Surgical Technologists and why you think you’re the one to help us accomplish these goals. Candidates who do not submit a cover letter will not be considered.