About the Company
We are a nationally recognized membership-based organization dedicated to delivering exceptional member experiences, innovative programs, and industry-leading services to individuals, businesses, and strategic partners across the United States. Through a commitment to service excellence, operational innovation, and digital transformation, we support millions of members by providing personalized solutions, educational resources, advocacy, and value-driven programs that strengthen long-term engagement and loyalty.
Our organization continues to expand through technology innovation, strategic partnerships, and customer-centric service models. As we evolve, our Member Services organization plays a critical role in ensuring every interaction reflects our commitment to quality, responsiveness, and operational excellence. We leverage advanced CRM platforms, AI-powered service technologies, analytics, and omnichannel support to create seamless and meaningful experiences for every member.
We are seeking an accomplished Senior Vice President of Member Services to lead the organization’s enterprise-wide member experience strategy, service delivery operations, customer engagement initiatives, and operational transformation programs. As a member of the Executive Leadership Team, this executive will oversee nationwide Member Services operations while driving service innovation, organizational growth, digital modernization, workforce development, and long-term member retention.
The Senior Vice President of Member Services will partner with the CEO, Executive Leadership Team, Operations, Information Technology, Human Resources, Marketing, Finance, Product Management, Business Development, and external partners to establish best-in-class service strategies that improve member satisfaction, operational performance, and sustainable business growth.
This role is ideal for a visionary executive with extensive leadership experience managing large-scale service organizations, driving enterprise transformation, and building high-performing teams focused on delivering exceptional member experiences.
Essential Duties and Responsibilities
- Develop and execute the organization’s long-term member services strategy aligned with corporate objectives.
- Lead enterprise-wide member experience initiatives that improve satisfaction, loyalty, retention, and lifetime value.
- Oversee nationwide Member Services operations, contact centers, digital support platforms, and customer engagement programs.
- Establish service excellence standards, operational KPIs, and performance measurement frameworks.
- Drive digital transformation initiatives, including AI-powered service technologies, self-service platforms, CRM optimization, and automation.
- Collaborate with executive leadership to support strategic planning, organizational growth, and operational excellence.
- Develop annual operating plans, workforce strategies, budgets, and financial forecasts for Member Services.
- Analyze member feedback, service metrics, operational trends, and business intelligence to identify improvement opportunities.
- Build strong relationships with strategic partners, board members, industry organizations, and executive stakeholders.
- Lead organizational change management initiatives that improve service delivery and employee engagement.
- Promote a culture of accountability, innovation, collaboration, and continuous improvement.
- Mentor senior leaders while developing succession planning and executive leadership capabilities.
- Ensure compliance with regulatory requirements, privacy standards, governance policies, and organizational objectives.
- Represent the organization at executive meetings, conferences, industry forums, and strategic partnership engagements.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Management, Communications, Public Administration, Healthcare Administration, or a related discipline required.
- Master’s degree (MBA, MPA, MHA, or equivalent) strongly preferred.
- Minimum of 15 years of progressive leadership experience overseeing large-scale customer service, member services, operations, or client experience organizations.
- Minimum of 8 years serving in executive leadership roles with enterprise-level operational responsibility.
- Demonstrated success leading digital transformation, operational excellence, and organizational growth initiatives.
- Strong expertise in CRM platforms such as Salesforce, Microsoft Dynamics 365, Oracle CX, or comparable enterprise systems.
- Experience managing multimillion-dollar budgets, workforce planning, and enterprise performance management.
- Exceptional strategic planning, financial management, and executive leadership capabilities.
- Outstanding communication, negotiation, public speaking, and stakeholder relationship management skills.
- Proven ability to influence executive leadership, Board members, and external partners.
Personal Capabilities and Qualifications
The successful Senior Vice President of Member Services is a visionary executive who inspires organizational excellence while delivering exceptional member experiences. They combine strategic leadership with operational expertise, fostering innovation, collaboration, and measurable business performance across the enterprise.
Ideal candidates possess:
- Executive-level leadership and organizational management expertise.
- Outstanding strategic planning and business transformation capabilities.
- Strong financial management and operational decision-making skills.
- Exceptional communication and executive presentation abilities.
- Advanced leadership development and talent management expertise.
- Excellent relationship-building and stakeholder engagement skills.
- High emotional intelligence and executive presence.
- Strong analytical and data-driven decision-making capabilities.
- Professional integrity, accountability, and sound judgment.
- Commitment to innovation, service excellence, and continuous organizational improvement.
Strategic Support
As a member of the Executive Leadership Team, the Senior Vice President of Member Services provides strategic support by:
- Defining the organization’s long-term member experience vision.
- Driving enterprise-wide operational excellence and digital transformation.
- Strengthening member engagement, loyalty, and retention strategies.
- Supporting organizational growth through customer-centric innovation.
- Enhancing operational efficiency and service quality across all business units.
- Developing executive leadership talent and succession planning initiatives.
- Building strategic partnerships that support organizational objectives.
- Advancing sustainable growth through exceptional service delivery and operational leadership.
Working Conditions
- Fully Remote executive position within the United States.
- Flexible executive schedule supporting nationwide operations and multiple U.S. time zones.
- Approximately 25–35% domestic travel for executive leadership meetings, Board meetings, member events, strategic planning sessions, and industry conferences.
- Company-provided executive workstation, secure collaboration platforms, enterprise technology resources, and home office support.
- Executive leadership environment emphasizing innovation, collaboration, operational excellence, and strategic growth.
Job Function
The Senior Vice President of Member Services is responsible for providing executive leadership for enterprise member experience, customer service operations, digital engagement, operational performance, and organizational transformation initiatives. This role partners with executive leadership, business units, and external stakeholders to develop innovative service strategies that strengthen member relationships, optimize operational efficiency, and support long-term organizational success. Success is measured through member satisfaction, retention, operational performance, employee engagement, financial results, strategic execution, and enterprise growth.
Compensation & Benefits
Compensation Package
Base Salary: $492,000 – $508,000 USD annually
Compensation is determined based on executive leadership experience, enterprise operational responsibility, industry expertise, geographic location, organizational complexity, and overall qualifications.
Eligible executives may also receive:
- Annual Executive Performance Bonus
- Long-Term Equity Incentive Program (Performance Stock Awards & RSUs)
- Executive Deferred Compensation Plan
- Executive 401(k) with Enhanced Company Match
- Comprehensive Medical, Dental, and Vision Insurance
- Executive Health & Wellness Program
- Flexible Paid Time Off
- Paid Company Holidays
- Executive Life and Disability Insurance
- Leadership Development and Executive Education Programs
- Home Office and Executive Technology Package
- Employee Stock Purchase Program (where applicable)
- Professional Memberships and Industry Conference Sponsorship
- Career Advancement Opportunities within Executive Leadership
Why Join Us
Exceptional member experiences begin with exceptional leadership. As our Senior Vice President of Member Services, you’ll help shape the future of our organization by leading enterprise-wide service strategy, operational excellence, and customer experience innovation that impacts millions of members nationwide.
You’ll collaborate with accomplished executive leaders, board members, and industry experts while guiding transformational initiatives that strengthen organizational performance and long-term growth. We foster a culture built on innovation, integrity, collaboration, and continuous improvement, providing our executives with the resources, technology, and strategic influence needed to make a lasting impact.
If you’re passionate about executive leadership, member experience, operational excellence, and driving enterprise transformation, we encourage you to apply and become part of our Executive Leadership Team.
Job Features
| Job Category | Executive Leadership – Member Experience & Operations |