Overview
This is a full-time, remote, exempt position based in the Pacific Time Zone. While this role offers flexibility in how work is managed day-to-day, the Specialist is expected to be reliably available and responsive during standard core business hours to support members, collaborate with the team, and meet response-time commitments.
The Membership Operations Specialist drives service, outreach, and strategic support for our global Alliance membership (1,000+ companies globally), acting as a key partner across departments to strengthen the member journey, deepen the value of membership, and continuously modernize how we engage members. This role goes beyond day-to-day execution — it requires someone who proactively identifies gaps, builds cross-functional relationships, and champions digital-first, scalable solutions. Sound data practices are central to the role: the Specialist is expected to treat data accuracy and integrity as a non-negotiable standard, and to follow up consistently and reliably on open items, member requests, and cross-departmental commitments so nothing is overlooked. This is a highly visible role requiring sound judgment, a collaborative mindset, and genuine enthusiasm for improving how a growing global organization operates.
The ideal candidate is a motivated self-starter who thrives on ownership, brings a forward-thinking approach to technology and process design, and actively seeks out partnership with company departments rather than working in isolation.
This position will:
Own and Elevate Membership Operations Processes: Lead the day-to-day execution of help desk and member activation/onboarding, continuously assessing where the process breaks down and partnering with the Membership Operations Manager to shape and align on fixes and enhancements. Ensure members have seamless access to the right systems and tools.
Support Member Retention and Growth: Partner closely with the Membership Operations Manager on member lifecycle engagement strategy, with a direct focus on strengthening member retention and driving membership upgrades, proactively bringing ideas and recommendations forward.
Be the Strategic "Face of the Alliance" for Help Desk: Own inquiry management, driving "first touch resolution" as a standard, not an exception. Bring a service mindset that reflects well on the Alliance in every interaction.
Drive AI & Digital-First Innovation: Actively identify, pitch, and collaborate to implement new technology, automations, and workflows that meet the evolving needs of a global membership — treating the help desk as a testing ground for continuous improvement, not just a queue to clear.
Own Membership Operations Data Management: Maintain the accuracy, integrity, and strategic use of member data as a top priority. Since members self-serve their own data entry, proactively review submissions for accuracy, completeness, and consistency — correcting errors, formatting, and punctuation issues before they propagate downstream, since this data feeds directly into all connected systems. Own monthly KPI reporting and Working Group information, with diligent follow-through to ensure records stay current and issues don't go unresolved. Surface insights that inform decisions, not just report numbers.
Key Responsibilities
- Lead new membership onboarding end-to-end — forms, contracts, pipeline tracking — and proactively troubleshoot friction points, keeping the Membership Operations Manager informed of blockers and progress.
- Create and maintain new member onboarding videos and other training content for both new and existing members, ensuring resources stay current as processes and tools evolve.
- Manage member system access (Causeway, Slack, Community Portal, GitHub, and emerging tools), continually evaluating whether current tools still serve member and staff needs, and recommending upgrades or replacements when they don't.
- Own and continuously improve the help desk function: ensure every ticket is touched within 24 hours, and if same-day resolution isn't possible, provide the member with a status update — while meeting the overall 48-hour resolution SLA and pushing for faster resolution paths through better tooling and smarter triage logic.
- Own member data management and reporting with a strong emphasis on accuracy and integrity and proactively bring findings and insights directly to the Membership Operations Manager to help shape strategy.
- Champion digital first process improvement as an ongoing mandate: research emerging tools, propose automations to modernize day-to-day operations.
- Provide support for 3x/year member meetings (domestic and international), ensuring Working Group registration complies with Alliance voting and IPR policies.
- Proactively communicate with the Membership Operations Manager on member-facing issues before they become escalations and bring forward ideas that strengthen how the Alliance operates.
- Perform other duties and responsibilities as assigned by the Membership Operations Manager or Head of Operations.
Qualifications:
- 4-6 years of experience in a similar role, including 1-2 years in a role with cross-functional or strategic responsibility (association or non-profit experience strongly preferred).
- Proven track record of proactively identifying and leading process or technology improvements, not just executing existing workflows.
- Demonstrated collaboration across departments; can point to specific examples of partnering with Certification, Finance, Marketing, IT, or similar functions to solve a shared problem.
- Genuine curiosity about new tools and technology, with comfort adopting and championing new systems.
- CRM experience required, HubSpot experience preferred.
- Highly driven and self-directed: Comfortable identifying what needs to happen next without being told and following through independently, while staying transparent about progress, roadblocks, and decisions along the way — and bringing a genuine team-player mindset to how work gets done.
- Excellent written and verbal communication, with the confidence to engage executives, members, and internal teams as a peer and problem-solver.
- High emotional intelligence and professionalism: approaches interactions with respect and self-awareness, gives and receives constructive feedback effectively, and contributes to a collaborative, respectful team culture.
- Uncompromising attention to data accuracy, integrity, and detail – paired with the judgement to know when a process needs to evolve, and a demonstrated habit of following up on open items until they’re fully resolved.
- Ability to manage multiple concurrent priorities in a fast-moving, global environment.
Resumes and cover letters can be sent to careers@csa-iot.org.
This is a remote position.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
