Senior Manager, Member Services & Operations

The Senior Manager, Member Services & Operations is responsible for designing, improving and managing the systems, vendor relationships, and workflows that support WQED's donors. This role ensures that WQED's outsourced service partners, CRM, payment and gift-processing systems, internal teams and emerging service channels work together as an effective and responsive donor-support operation.

What You Will Do

Build the operational infrastructure that makes WQED members feel valued and well-supported. Create a coherent donor-service operation across outsourced partners, technology platforms, and internal teams: with clear ownership, service standards, workflows and escalation paths. Identify recurring service, processing and data problems; determine their root causes; and implement practical improvements that prevent the same problems from recurring.

Why It Might Be a Fit

The role supports WQED's membership growth and retention strategy by making the donor experience easier, more reliable and more responsive. It is not directly accountable for revenue. Its focus is operating infrastructure, service quality, and execution.

Requirements

• Five or more years of progressively responsible experience in customer service, field operations, customer experience, donor or membership operations, or another environment involving complex people, systems, vendors and workflows.
• A record of designing, launching, or significantly improving operational processes, service models, or support functions.
• Experience developing workflows, SOPs, training and performance expectations, and helping teams adopt them consistently.
• Demonstrated ability to use data and operational measures to identify problems, prioritize work and evaluate improvement.
• Strong cross-functional skills and the ability to work effectively with technology, finance, service, legal/compliance and operational partners.
• Clear written and verbal communication, sound judgment, strong follow-through and a bias toward practical implementation.

Benefits

• PPO health insurance plan
• Employer-paid dental, vision, disability, and life insurance
• 403(b) retirement plan with 5% employer contribution after 12 months