Director of Membership Operations

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. We have our finger on the pulse on what women business owners and leaders need. 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, while fostering a culture of innovation, inclusivity, high performance, and continuous improvement.
• Work cross-functionally with the partnerships, growth, marketing, and special projects teams to identify and execute campaigns and initiatives that triangulate the success and goals of the company, our members, and our partners.
• 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, streamline community operations, and strengthen engagement.
• 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, including automations, reconciliation, tier badges, payouts and invoicing.
• Lead hiring, capacity planning and scopes of work for the department, including time tracking, overtime, PTO and contractor invoices.
• Build and manage a team that is empowered to go above and beyond and motivated to achieve their KPIs. Manage performance, training, and evolve the structure of the team as needed to support our long-term goals.

Member Success 

• Own department reporting, including the KPI dashboard, community health scorecard, retention and churn analysis, renewal projections, and member demographics for sales and partnerships.
• Develop and implement strategic processes for collecting and leveraging member feedback — through onboarding data and regular surveys — to enhance the member experience and guide product development.
• Conduct regular and comprehensive audits of email flows, onboarding processes, and customer support materials, recommending and executing optimizations.
• Own the Entreprenista League community guidelines and moderation system, including escalations. Day-to-day moderation sits with the community team.
• Own member support and retention policy, service levels and escalations (refunds, exceptions, fraud, failed payments, cancellations), ensuring team compliance with internal SOPs and the highest quality of service across all channels.
• Develop and manage member growth and offer expansion strategies that align with member needs and drive long-term growth.
• Build and lead the Member Success function, including the handoff from Member Success Advisors (sales) to Member Success Coordinators, who own onboarding, retention, renewals and expansion.

Member Experience & Communications

• Own the member communications calendar and give final approval on member-facing content, including the member newsletter, engagement posts, event promotions, announcements and member features.
• Serve as the voice of the customer (member), advocating for member perspectives and insights in all strategic decisions and product enhancements.
• Conceptualize and supervise the execution of multi-channel communication campaigns that drive member engagement, retention, and expansion.
• Set the member and partner events strategy and calendar, and own event ROI. Execution sits with the events team.

Systems, Automation & Data

• Own the member tech stack: Circle, HubSpot (ticketing, retention pipeline and AI support agent), SamCart, Klaviyo member flows, Typeform, PartnerStack, Zapier and Luma.
• Lead AI and automation for the department, and train the team to use it.

*This role will evolve and responsibilities may change over time due to business needs

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; must be adept at forming a narrative and compelling call to actions
• 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 with a bias for action, even when details are still evolving – able to define and execute projects independently.
• Strong project management skills, able to oversee complex campaigns from concept to completion.
• Adaptive and able to remain calm under pressure
• Process and data-oriented individual who can easily identify inefficiencies in processes and provide enhancements and/or new and more intuitive solutions.
• 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, and building ROI cases for headcount and programs
• 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, and comfort using AI tools to automate work