Membership Services Manager

Position Summary

The Membership Services (MS) Department of Self-Realization Fellowship (SRF) is responsible for serving the business needs of SRF members worldwide. It is often the first, if not the only, contact that members have with SRF. The work involves multiple workstreams, technology solutions, and frequent interdepartmental interactions.

The Membership Services Manager will co-manage the Membership Services department and enhance departmental operations based on state-of-the-art customer service and call center concepts, methods, processes and technology. They will work alongside another Membership Services Manager to co-manage the department.

Change management will be key to success for this role. The goal will be to build on the deep experience of existing staff to achieve the best possible customer experience for SRF’s members while honoring and adhering to SRF’s mission and unique culture..

Responsibilities

• Co-Manage Membership Services staff and operations.
• Evaluate, design, and implement enhancements to departmental operations, including people, process and technology.
• Apply effective change management methods to empower staff through transitions.
• Collaborate with other departments to ensure that all member touchpoints are user-friendly and aligned with SRF processes.
• Act as a liaison to ensure that feedback from members is shared constructively across departments, helping to guide improvements in offerings, communications, and support systems
• Investigate and resolve all member complaints promptly and professionally.
• Evaluate, implement and monitor service quality standards and performance metrics.
• Ensure compliance with organizational policies and procedures.
• Utilize CRM systems and data analytics to enhance service delivery.
• Develop and manage departmental budgets.
• Serve as co-advisor to the SRF Membership Services International Help Desk
• Honor and maintain a strict level of confidentiality.
• Responsible to follow SRF’s policies and established processes.
• Other position-related tasks, as assigned.

This role is vital to ensuring that SRF members receive exceptional service and support. The Membership Services Department Manager will play a key role in shaping the future of member engagement and satisfaction.

Requirements

• Co-Manage Membership Services staff and operations
• Co-Advisor to SRF Membership Services International Help Desk
• Bachelor’s degree in business administration, communications, customer experience, or related field.
• At least 5 years of management experience in fields related to call centers, customer service, and customer experience.
• A commitment to continuous improvement
• Demonstrated skills and experience in:
  • Team leadership and meeting management
  • Change management
  • Resource management
  • Data-driven decision making
  • CRM systems
• Soft skills required:
  • Strong communication, conflict resolution, and interpersonal skills.
  • Ability to think strategically and execute operational plans.
  • Emotional intelligence and adaptability.
• Willingness to embrace and support the mission and culture of SRF.

Additional Details

This is a full-time salaried exempt position, Monday through Friday, 8:30 a.m. – 5:00 p.m. PST. Nevertheless, you must be able to work a flexible schedule based on workload and deadlines.

The work location is in Glendale (91201 zip code). No reimbursement for relocation costs offered for this position.  

We offer a competitive benefits package that features a variety of insurance coverage choices including group medical, dental, life insurance, a retirement plan and much more.  We also provide paid sick, vacation and holiday time.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Pay range: $69,000 – $80,000 per year, depending on skills, experience and education.

Please submit your resume to resumes@yogananda-srf.org.  No phone calls please.