Senior Membership Operations Manager

The Council for Exceptional Children is the is the largest international professional organization dedicated to improving the success of children and youth with disabilities and/or gifts and talents.

Our mission is to provide high-quality education that is inclusive and equitable for individuals with disabilities. Our members include special educators; graduate and pre-service students; higher education faculty; researchers; administrators; and paraprofessionals. We welcome all who are interested in special education.

Position Summary: This position is responsible for handling the day-to-day activities of the membership department, including membership communications and services related to onboarding, retention, timely invoicing, dues generation, and renewal procedures. The Senior Membership Operations Manager will regularly interact with members and provide excellent customer service, so members feel supported by CEC and understand the value of their membership.

NOTE: CEC offers a hybrid work environment. The position is based in Arlington, VA at CEC’s headquarters and eligible for telework up to 2x/week.

Essential Duties & Responsibilities:

Membership Retention

• Implement initiatives to enhance member retention rates, such as member surveys, feedback mechanisms, and personalized outreach efforts.
• Analyze member benefits and utilization and proactively recommend adjustments or enhancements.
• Track renewal and retention rates to monitor the success of outreach and uses data to make proactive recommendations for changes to improve retention.

Membership Communications

• Collaborate with the Marketing & Communications team to create relevant, compelling, and differentiated communications to promote engagement with CEC and member benefits for a diverse membership, including students, early career teachers, paraeducators, and experienced professionals.
• Work to continuously improve membership application and renewal processes across all member types ensuring a positive member experience. 
• Collaborate on the development of automated renewal and onboarding campaigns.

Membership Engagement

• Collaborate with the Communications Manager on maximizing the engagement of the CEC Community (Higher Logic platform) in support of delivering a seamless and engaging online member community and experience.
• Work collaboratively with the Components Team to support membership partnerships with CEC divisions and units.

Data Management and Reporting

• Partner with the Membership and Database Manager to ensure data integrity of the membership database and continually identify methods to increase operational efficacy.
• Routinely collect member data and analyze reports on membership trends, growth, and engagement levels and utilize data to make informed decisions and adjustments to membership strategies.

Customer Service

• Supervise at least two member services representatives and oversee the customer service workflow and platform (Zendesk) to ensure accurate and timely handling of customer service inquiries and orders.   
• Provides guidance on frequent member issues or concerns, work procedures and day-to-day problem solving, making recommendations to improve the effectiveness of Member Services.
• Maintain relevant policy and standard operating procedure documentation, and monitor compliance with quality standards.

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned.

Required Skills and Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education: A bachelor's degree.
• Experience: Minimum of 5 years related membership experience, preferably in an association or within the education field with a proven track record of results for membership retention and growth. Experience with database marketing, ability to maintain records and materials in an organized manner, attend to details with accuracy, and handle multiple tasks simultaneously. Supervisory experience is preferred.  
• Ability: A demonstrated ability to communicate clearly and effectively, both orally and in writing; ability to maintain records and materials in an organized manner, attend to details with accuracy, and handle multiple tasks simultaneously.
• Technology Skills: Experience with database management and reporting tools. Proficiency with list management/CRM databases (NOAH preferred). Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. CEC maintains a hybrid work environment and this position is allowed telework two days per week. Work is performed primarily at a desk using a computer.  Long periods of sitting and using a computer screen are required.

Workplace Requirements: CEC maintains a hybrid work environment and this position is allowed telework two days per week. In addition, this position is expected to travel outside of the DC Metro area 1-2 times per year for events and the annual convention.

CEC requires employees to be vaccinated as a condition of employment, subject to medical accommodation

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Salary Range: $80,000.00 – 90,000.00 Annually

To apply, please fill out this form and include a resume and cover letter: forms.monday.com/forms/9d405e57d0a289268ec8479d72156ecd?r=use1