Customer Operations and Service Manager

You are a change agent and can motivate and grow teams to be a highly functioning, member centric team.  You love technology and you are comfortable with working with CRM systems to improve processes and the user experience.  You also have no problem rolling up your sleeves and diving right in to help your team during high volume times. Do these statements describe you? If so, this may be the position for you!!!

The Customer Operations and Service Manager will be responsible for leading the member services team and building a culture of accountability and excellent timely service.  This role will also work closely with the Director of Member & Volunteer Services to launch membership engagement and retention efforts.  The role will also be the key business owner of the AMS solution and work closely with internal cross functional team to ensure the overall membership experience is of the highest quality and value.

• Oversee, work collaboratively with, and improve the impact of the customer and member services team.  Collaborate with ADCES staff and other stakeholders to understand, support and satisfy the unique needs of ADCES members, non-member purchasers and other organization customers. 
• Develop standards to ensure that customer service is consistent, accurate, and prompt; working with customer service staff to achieve pre-determined performance standards.
• Be the primary champion of the Association’s Management System (AMS) and Customer Relations Management (CRM) system, NetFORUM.
• Manage customer data stored in the AMS; working with Director and other stakeholders. Develop and maintain data management, integrity standards and protocols to ensure that data entry and management activities are consistent and conform to those standards.
• Develop both routine and ad hoc queries and reports. Share metrics and insights broadly to benefit the organization.
• Manage and maintain vendor relationships. Monitor performance and manage bids and contract process related ADCES’s selected telemarketing, print and fulfillment partner, as well as ADCES’s affinity programs including the Career Center, member list vendor, etc.
• Work with department staff to maintain current and accurate standard operating procedures to ensure that current process documentation exist and training and support is ongoing.