What are the responsibilities and job description for the Manager Membership Operations position at Join Our Team?
Who We Are: It all starts with purpose.
We are a purpose-driven nonprofit with a dynamic staff culture.
With a meaningful purpose, motivated staff, and excellent benefits, working here will definitely have you smiling! The ADA’s headquarters is located just steps from Chicago’s Magnificent Mile and close to public transportation. With more than 400 colleagues, the ADA Staff are some of the most talented people in the Chicago, Washington D.C., and Maryland area.
We were named a Top Workplace by the Chicago Tribune in 2019 and 2021! Come join our team!
Job Responsibilities:
The Manager Membership Operations plays a key role in executing annual membership processes, improving data quality, supporting system enhancements, and contributing to a forward-looking operations & data strategy. Responsible for core membership lifecycle operations, maintaining clear, up-to-date documentation, and upholding standardized membership lifecycle operations.
Operational Ownership
Own the end-to-end execution of core membership lifecycle operations, ensuring accuracy, timeliness, and adherence to established standards. Serve as the operational integrator between Membership Operations, Data Quality, and Salesforce/AMS teams, leading issue resolution, exception management, and cross-functional coordination to ensure reliable, end-to-end annual membership processing.
Documentation & Reporting
Maintain clear, up-to-date documentation of membership lifecycle operations, including join, renewal, and change workflows to support consistent execution and training. Provide clear, regular summaries of membership operations activity, risks, and outcomes to key stakeholders. Partner with Data Quality and Analytics teams to ensure operational reporting is accurate, timely, and aligned to defined standards and metrics.
Standardization & Automation
Implement and uphold standardized membership lifecycle operations, ensuring consistency across system and non-system state societies. Partner with Salesforce/AMS teams, Data Quality, and state societies to streamline workflows, reduce manual processing, and support the adoption of practical automations that improve operational efficiency. Document current-state membership operations and contribute to the design of scalable, future-state workflows that simplify processes, reduce variability, and support sustainable operations.
Must Have:
- Bachelor's degree or experience in lieu of degree
- 5 years of experience (or 9 years in lieu of a degree) with an AMS/CRM or relationship database system and end to end delivery project management.
- At least 3 years of experience using analytical tools such as Excel (XLOOKUP, VLOOKUP, Pivot Tables, etc.)
- Knowledge of customer mapping or customer journey life cycle
- Must have verbal communication, writing, collaboration, presentation, prioritization, strategic, and strong analytical skills
- Be a self-starter, results-focused, process discipline, and comfort working in a complex and evolving operational environment
- Proficiency in Microsoft365 or other Microsoft Office
- Position may require before or after hours work
Nice to Have:
- Project management framework such as Agile or Scrum, using tools like Azure DevOps
- Experience with Salesforce
Just a few of the benefits offered to employees:
- Promotes Work/Life Balance
- Hybrid Work Schedule (2-3 days from home)
- Health insurance/ dental reimbursement plan
- Ample Paid time off
- 401(k)
- Pension
- Flexible Spending Account
- Life insurance
- Tuition reimbursement
- Paid Parental Leave
- Pet Insurance
- Student Loan Refinance
- 2 days off to work at a charity event of your choice
The ADA values a variety of backgrounds and experiences and is committed to providing equal employment opportunities to qualified job candidates. The ADA is an equal opportunity employer of protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment in open positions without regard to race, ethnicity, gender, color, religion, sex, age, marital status, ancestry, citizenship, physical or mental disability, medical condition, veteran status or any other characteristic.
The American Dental Association is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at recruiting@ada.org
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.