THIS POSITION HAS BEEN FILLED

Job Title: Membership Experience Manager

Organization: National Association of Presidential Assistants in Higher Education (NAPAHE)

Compensation and Work Conditions: Competitive hourly wage. Part-time (generally 15-20 hours/week), fully remote, flexible scheduling with increased hourly demands leading up to the annual conference. Must maintain a home office with video conferencing abilities.

Reports to: Executive Director

The National Association of Presidential Assistants in Higher Education (NAPAHE) seeks qualified candidates for the association’s inaugural Membership Experience Manager. The Membership Experience Manager will work closely with the Executive Director to provide comprehensive membership services to the association’s growing membership. This key staff member will be the first point of contact for current and prospective members, responsible for providing prompt and courteous support for all inquiries, going above and beyond to anticipate the customer’s needs and provide thorough service. This role also administers the association’s community engagement efforts, including managing the online member community, supporting programming and events, and coordinating internal/external communications. Exceptional candidates will have a desire to contribute to a growing and collaborative environment and a have a demonstrated experience in customer service or administrative roles, including in higher education, nonprofits, or similar customer-facing field.

This position works remotely. In-person attendance is required at the Annual Meeting and Conference and annual summer planning retreat.

The duties and responsibilities listed are only a summary of the typical functions of the job and not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.

Membership Support

1. Serve as the primary contact for current and prospective members, answering incoming emails and website inquiries
2. Resolve customer inquiries and troubleshoot membership, subscription, and website issues
3. Assist members with joining and renewing memberships and registering for events
4. Provide accurate and timely product and service information to customers
5. Provide timely and relevant onboarding information to new members
6. Maintain comprehensive and up-to-date membership records in the association database
7. Update individual user accounts within the association database as required, including activation and deactivation, and ensuring account accuracy and security
8. Recognize and document trends in customer inquiries to improve service delivery
9. Identify and escalate critical issues to the Executive Director as needed

Community Engagement

1. Manage the Association Management System (AMS) online community, including feeds, blogs, forums, groups, career center, and other member-focused features
2. Coordinate with the Membership Committee, Professional Development Committee, and/or Executive Director to develop and deploy community engagement opportunities to keep members active within the online community and re-engage inactive members
3. Assist the Conference Planning Committee and Executive Director in planning and executing the association’s annual conference and business meeting
4. Collaborate with the Communications Committee and Executive Director to develop and implement marketing plans and communications calendar for internal and external communications, including via email newsletter and social media
5. Create and schedule compelling and shareable content for all digital channels
6. Monitor and respond to member discussions, questions, and feedback in the online community

1. Provide regular written and verbal reports to the Executive Director and the Board of Directors as required
2. Uphold and foster team values
3. Actively support the association’s mission, vision, and brand
4. Perform other duties as assigned to promote the achievement of association priorities

1. Strong written and verbal communication skills, with the ability to produce engaging, original content.
2. High attention to detail
3. Self-motivated and proactive
4. Excellent interpersonal skills, with a focus on customer service and relationship building.
5. Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

1. Bachelor’s degree in business administration, non-profit management, communications, or related field preferred
2. Three to five years of experience in customer service or administrative roles
3. Familiarity with higher education, professional associations, and/or nonprofit landscape
4. Previous experience with artificial intelligence (AI) in the workplace, association management systems or customer relationship management (CRM) software

THIS POSITION HAS BEEN FILLED