Director of Membership Operations
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Job Description
Membership operations director scaling Entreprenista’s League for women founders. Leading member success, community operations, communications, systems, automation and retention.
Responsibilities:
- Own the member journey from onboarding through renewal and build the programs, systems and team that enable the Entreprenista League to scale
- Oversee daily operations and performance of the community team
- Monitor quality and accuracy of team deliverables
- Work cross-functionally with partnerships, growth, marketing and special projects teams
- Manage the departmental roadmap, priorities and key initiatives
- Provide high-level project management for community programming and initiatives
- Identify trends and opportunities to improve operations and strengthen engagement
- Develop membership tiers and lead their implementation
- Own the Entreprenista Entourage, affiliate and co-marketing partner programs in PartnerStack, including automations, reconciliation, tier badges, payouts and invoicing
- Lead hiring, capacity planning, scopes of work, time tracking, overtime, PTO and contractor invoices
- Build, manage, train and develop a high-performing community team
- Own department reporting, KPI dashboards, community health scorecards, retention and churn analysis, renewal projections and member demographics
- Develop processes to collect and leverage member feedback for member experience and product development
- Audit and optimize email flows, onboarding processes and customer support materials
- Own community guidelines and moderation escalations
- Own member support and retention policies, service levels and escalations
- Develop member growth and offer expansion strategies
- Build and lead the Member Success function, including onboarding, retention, renewals and expansion
- Own the member communications calendar and approve member-facing content
- Advocate for member perspectives in strategic decisions and product enhancements
- Supervise multi-channel communications campaigns
- Set member and partner events strategy and calendar and own event ROI
- Own the member technology stack, including Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier and Luma
- Lead AI and automation for the department and train the team in its use
Requirements:
- 5+ years experience in customer success, community management, account management, marketing, or communications
- 3+ years of experience including sales, marketing, communications and/or related responsibilities
- Bachelor's degree required
- Experience leading a distributed team of employees and contractors
- Experience managing budgets and vendors, and building ROI cases for headcount and programs
- Hands-on admin experience with HubSpot, Circle, Klaviyo, SamCart, PartnerStack, Typeform, Luma, Zapier, ClickUp and Google Workspace
- Comfort using Claude and other AI tools to automate work
- Strong project management skills
- Strong understanding of marketing strategies and analytics
- Strong written and verbal communication and presentation skills
- Excellent time management and organizational skills
- Passion for building relationships and providing an amazing customer experience
- Track record of highly-professional customer service in a fast-paced, dynamic environment
- Self-motivated, proactive team player and problem-solver with a bias for action
- Ability to define and execute projects independently
- Adaptive and able to remain calm under pressure
- Process- and data-oriented approach with ability to identify inefficiencies and develop enhancements
- Strong business acumen
- High energy and ability to motivate and inspire others
- Team player and all-hands-on-deck mentality
Benefits:
- Remote work arrangement
- Full-time employment
- Women-led company environment
- Opportunity to support and empower women founders and leaders
- Networking and educational events through the Entreprenista League
- Professional development through training and team growth opportunities
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