[Hiring] Membership Operations Director @Entreprenista

Role Description

We’re looking for a Membership Operations Director to join our smart, savvy, fast moving women-led company as a member of our growing team. This role owns the member journey from onboarding through renewal, and builds the programs, systems and team that help the Entreprenista League scale.

The ideal candidate will have excellent communication and presentation skills and a desire to work in a fast paced environment and industry. This role will be responsible for the long-term sustainability and scalability of the Entreprenista League community.

Operations & Team Management

• Oversee the daily operations and performance of the community team (i.e. member support specialist(s), community manager(s), community coordinator(s), virtual assistants).
• Dedicating at least 50-60% of your time to monitoring the quality and accuracy of team deliverables.
• Foster a culture of innovation, inclusivity, high performance, and continuous improvement.
• Work cross-functionally with the partnerships, growth, marketing, and special projects teams.
• Manage departmental roadmap, setting priorities and driving key initiatives forward.
• Provide high-level project management for all community programming + initiatives.
• Proactively identify trends and opportunities to drive meaningful change.
• Help develop Entreprenista League membership tiers and lead their implementation.
• Own the Entreprenista Entourage, affiliate and co-marketing partner programs end to end in PartnerStack.
• Lead hiring, capacity planning and scopes of work for the department.
• Build and manage a team that is empowered to achieve their KPIs.

Member Success

• Own department reporting, including the KPI dashboard, community health scorecard, retention and churn analysis.
• Develop and implement strategic processes for collecting and leveraging member feedback.
• Conduct regular and comprehensive audits of email flows, onboarding processes, and customer support materials.
• Own the Entreprenista League community guidelines and moderation system.
• Own member support and retention policy, service levels and escalations.
• Develop and manage member growth and offer expansion strategies.
• Build and lead the Member Success function.

Member Experience & Communications

• Own the member communications calendar and give final approval on member-facing content.
• Serve as the voice of the customer (member), advocating for member perspectives.
• Conceptualize and supervise the execution of multi-channel communication campaigns.
• Set the member and partner events strategy and calendar, and own event ROI.

Systems, Automation & Data

• Own the member tech stack: Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier and Luma.
• Lead AI and automation for the department, and train the team to use it.

Qualifications

• 5+ years experience in customer success, community management, account management, marketing, or communications.
• 3+ years of past experience includes sales, marketing, communications and/or responsibilities.
• Passion for building relationships and providing an amazing customer experience.
• Track record of highly-professional customer service in a fast-paced, dynamic environment.
• Saavy with Claude and other AI tools.
• Self-motivated, high sense of urgency, proactive team player and problem-solver.
• Strong project management skills.
• Adaptive and able to remain calm under pressure.
• Process and data-oriented individual.
• Strong written and verbal communication and presentation skills.
• Strong understanding of marketing strategies and analytics.
• Excellent time management and organizational skills.
• Experience leading a distributed team of employees and contractors.
• Experience managing budgets and vendors.
• Strong business acumen.
• Team player and all-hands-on-deck mentality.
• High energy and ability to motivate and inspire others.
• Bachelor's degree required.
• Hands-on admin experience with HubSpot, Circle, Klaviyo, SamCart, PartnerStack, Typeform, Luma, Zapier, ClickUp and Google Workspace.

Requirements

• 5+ years experience in customer success, community management, account management, marketing, or communications.
• 3+ years of past experience includes sales, marketing, communications and/or responsibilities.
• Strong project management skills.
• Strong written and verbal communication and presentation skills.
• Bachelor's degree required.