Associate Director of Member Services

The Associate Director of Member Services provides strategic leadership and operational oversight of membership engagement for CalPACE, the statewide association representing Programs of All-Inclusive Care for the Elderly (PACE). This role is responsible for strengthening relationships with PACE executives and partner members, enhancing member value, and ensuring consistent, high-quality service delivery aligned with CalPACE’s mission and advocacy priorities. This role reports to the Director of Operations.

Responsibilities:

• • Serve as a primary point of contact for member organizations, including PACE centers, soon-to-open PACE centers, and Affiliates (vendors).
  • Execute the application and onboarding of new PACE programs and partner members, ensuring seamless integration into CalPACE member services and activities.
  • Manage membership renewals, dues invoicing, invoice coordination, and revenue tracking in partnership with the Director of Operations.
  • Lead the selection, implementation, and ongoing optimization of the Association Management System (AMS) to ensure accurate information is loaded and reporting accurately.
  • Examine membership data and prepare regular reports on retention, engagement trends, and revenue performance.
  • Collaborate with the communications team to develop targeted member communications, including newsletters, alerts, member updates, and the promotion of member webinars.
  • Partner with events staff to align conferences, Meet & Greet events, advocacy days, and executive forums with member priorities
  • Support policy and advocacy initiatives by coordinating member input, surveys, and workgroups
  • Identify and enhance member benefits to ensure strong value and alignment with the evolving needs of California PACE programs
  • Develop and document membership policies, procedures, and service standards
  • Contribute to cross-functional organizational initiatives that strengthen operations and member experience.

Skills and Abilities Required:

• • Self-starter, with solid time management and problem-solving ability.
  • Highly organized, detail-oriented, with the ability to multitask and prioritize workload.
  • Strong interpersonal and professional ability when engaging with customers, partners, and staff.
  • Excellent written and verbal communication skills.
  • Strong proficiency with software applications like Microsoft Office, Sage Intacct, bill.com, Whova, Circle or similar application experience. Technical applications or the ability to learn are important to this role.
  • Manage multiple projects, plan strategically, and adapt to frequent changes in a fast-paced environment.
  • Maintain a helpful attitude and collaborate with multi-departmental teams.

CalPACE offers a comprehensive total rewards package that includes hybrid work schedule, medical, dental, vision, life, and AD&D insurance. A retirement savings plan with an employer contribution of 6%. A time off package that includes vacation, sick, float-time, and a generous holiday schedule. Employees also have access to an employer-sponsored employee assistance program.

Primary - English