Role OverviewThe Director of Member and Audience Services oversees customer service, gift processing, and constituent data management for WTTW and WFMT. The role involves establishing service and performance expectations, managing daily operations, and using reporting and quality measures to strengthen accuracy and efficiency. The Director also collaborates with departments across the organization on systems, processes, events, and fulfillment.
What You Will Do
The main responsibilities of the Director include leading member and audience services, supervising staff, establishing and monitoring service and quality measures, and ensuring the timely and accurate processing of gifts and related transactions. The Director will also oversee customer service processes, develop and present reports, and recommend improvements to workflows and systems.
Why It Might Be a Fit
The ideal candidate is an experienced customer service manager with a strong commitment to service, accuracy, and continuous improvement. The role requires a skilled coach and problem solver with proficiency in CRM database operations and customer support/response platforms. Experience in membership, donor services, and nonprofit fundraising is preferred.
Requirements
- 5 or more years of progressively responsible experience in customer service or contact-center operations
- Experience supervising staff, coaching, and developing employees
- Proficiency with CRM database operations and customer support/response platforms
- Experience with Tessitura and Freshdesk
- Bachelor's degree required
Benefits
- Comprehensive and affordable benefits
- Paid holidays
- Vacation time
- Sick leave
- Health insurance
- Dental insurance
- Vision insurance
- Retirement plan
- Equity or stock options
- Paid parental leave
- Flexible work arrangements
- Professional development opportunities
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