What are the responsibilities and job description for the Associate Director of Member Services position at CalPACE?
The Associate Director of Member Services provides strategic leadership and operational oversight of membership engagement for CalPACE, the statewide association representing Programs of All-Inclusive Care for the Elderly (PACE). This role is responsible for strengthening relationships with PACE executives and partner members, enhancing member value, and ensuring consistent, high-quality service delivery aligned with CalPACE’s mission and advocacy priorities. This role reports to the Director of Operations
Responsibilities
• Serve as a primary point of contact for member organizations, including PACE centers, soon-to-open PACE centers, and Affiliates (vendors).
• Execute the application and onboarding of new PACE programs and partner members, ensuring seamless integration into CalPACE member services and activities.
• Manage membership renewals, dues invoicing, invoice coordination, and revenue tracking in partnership with the Director of Operations.
• Lead the selection, implementation, and ongoing optimization of the Association Management System (AMS) to ensure accurate information is loaded and reporting accurately.
• Examine membership data and prepare regular reports on retention, engagement trends, and revenue performance.
• Collaborate with the communications team to develop targeted member communications, including newsletters, alerts, member updates, and the promotion of member webinars.
• Partner with events staff to align conferences, Meet & Greet events, advocacy days, and executive forums with member priorities
• Support policy and advocacy initiatives by coordinating member input, surveys, and workgroups
• Identify and enhance member benefits to ensure strong value and alignment with the evolving needs of California PACE programs
• Develop and document membership policies, procedures, and service standards
• Contribute to cross-functional organizational initiatives that strengthen operations and member experience
Qualifications
Bachelor’s degree or equivalent experience in public administration, nonprofit management, health policy, business or related field (or equivalent experience).
• 4 years of experience in association management, membership services, health administration, or related field.
• Strong understanding of member-based associations and executive-level relationship management.
• Ability to manage multiple priorities in a fast-paced, mission-driven environment.
• Experience with Association Management System or CRM.
• Excellent written and verbal communication skills.
Skills and Abilities Required:
• Self-starter, with solid time management and problem-solving ability.
• Highly organized, detail-oriented, with the ability to multitask and prioritize workload.
• Strong interpersonal and professional ability when engaging with customers, partners, and staff.
• Excellent written and verbal communication skills.
• Strong proficiency with software applications like Microsoft Office, Sage Intacct, bill.com, Whova, Circle or similar application experience. Technical applications or the ability to learn are important to this role.
• Manage multiple projects, plan strategically, and adapt to frequent changes in a fast-paced environment.
• Maintain a helpful attitude and collaborate with multi-departmental teams.
Additional Responsibilities:
• Support the Association’s Strategic Plan deliverables.
• Respond promptly and thoroughly to member inquiries.
• Supports the Association’s vision of being an antiracist organization by utilizing JEDI (Justice, Equity, Diversity, Inclusion) practices in work and relationships.
• High levels of interaction with association members, vendors, and strategic partners.
• Travel for national and regional meetings, trainings, and site visits by air and ground transportation, as required.
• Report regularly to the Director of Operations.
• Other duties as assigned.
Business Expectation:
Due to network security this position requires the employee to have a cell phone with a data plan and home internet service, both are reimbursed at a set rate each month. All hires are required to maintain residence in California. This is a hybrid position with employees coming into the office.
*Compensation: $88,770 - $93,992.40
Benefits:
CalPACE offers a comprehensive total rewards package that includes hybrid work schedule, medical, dental, vision, life, and AD&D insurance. A retirement savings plan with an employer contribution of 6%. A time off package that includes vacation, sick, float-time, and a generous holiday schedule. Employees also have access to an employer-sponsored employee assistance program.
** To Apply: Important – As part of your resume please include a cover letter, you can send resume and CL to rgilb@calpace.org