Manager, Membership Operations at National Ready Mixed Concrete Association in Alexandria, VA, USA

Job description

• The Manager, Membership Operations, is responsible for the operational management of the Association's membership function, serving as the primary owner of membership systems, data, membership financial administration, and business processes. This role ensures the integrity of the Association Management System (AMS), oversees membership billing and record management, supports reporting and analytics, and drives operational excellence across the membership lifecycle.
• Working collaboratively across the organization, the Manager develops efficient processes, maintains accurate membership data, supports financial operations, and delivers responsive member service while continuously improving the systems and workflows that support membership recruitment, retention, engagement, and organizational decision-making.

Responsibilities

• Membership Database Management
• Serve as the primary administrator and subject matter expert for the Association Management System (AMS) and membership database.
• Maintain accurate member, company, contact, account, and organizational records throughout the membership lifecycle.
• Establish and maintain data governance standards to ensure the accuracy, consistency, and integrity of membership information across organizational systems.
• Manage membership classifications, account structures, participation records, and related data to support organizational operations.
• Support system maintenance, user access, data imports, exports, and database configuration as needed.
• Dues Administration & Financial Operations
• Manage the Association's membership billing processes, including annual dues invoicing and related financial transactions.
• Process membership applications, renewals, reinstatements, payments, and other membership-related financial activities.
• Coordinate with Finance to reconcile membership payments, maintain accurate billing records, and resolve account discrepancies.
• Monitor outstanding balances and coordinate appropriate follow-up activities.
• Provide membership data and analysis to support budgeting, revenue forecasting, and financial reporting.
• Respond to member inquiries regarding invoices, dues calculations, payments, and account status.
• Membership Administration & Member Experience
• Manage membership administration throughout the member lifecycle, including onboarding, renewals, status changes, resignations, suspensions, mergers, and acquisitions.
• Serve as a primary point of contact for member inquiries while delivering responsive, professional customer service.
• Coordinate new member onboarding and existing member refresher calls to ensure a positive member experience.
• Develop and maintain membership applications, forms, onboarding materials, templates, and administrative resources.
• Support member communications related to membership programs, renewals, and account management.
• Reporting & Membership Analytics
• Develop, prepare, and distribute recurring membership reports, forecasts, and performance metrics.
• Analyze membership, recruitment, retention, and engagement trends to support strategic planning and organizational decision-making.
• Generate mailing lists, directories, rosters, targeted data exports, and other reporting resources for internal departments and external stakeholders.
• Provide ad hoc reporting and data analysis to support leadership and organizational initiatives.
• Membership Operations
• Coordinate operational support for membership committees, volunteer leadership, and membership-related initiatives.
• Support annual operational activities, including membership directory production and recurring membership processes.
• Collaborate with Finance, Communications, Meetings, Learning & Development, and other departments to ensure accurate membership data and coordinated member services.
• Support implementation of new membership initiatives, cross-functional projects, and operational priorities.
• Maintain departmental operational resources, templates, and administrative tools.
• Quality Assurance & Continuous Improvement
• Develop, document, and maintain standard operating procedures, workflows, and system documentation for membership operations.
• Conduct routine audits of membership, billing, and contact records to ensure data accuracy and compliance with established business rules.
• Ensure membership data and system processes are managed in accordance with organizational policies, data governance standards, and applicable privacy and security requirements.
• Identify opportunities to improve operational efficiency, streamline processes, and enhance the member experience.
• Recommend and support implementation of system enhancements, process improvements, and AMS optimization initiatives.
• Monitor operational performance and recommend improvements that strengthen membership operations and data quality.

Requirements

• Required
• Bachelor's degree preferred or equivalent combination of education and relevant experience will be considered.
• Strong organizational skills and exceptional attention to detail.
• Excellent written and verbal communication skills.
• Customer-service mindset with a commitment to delivering an outstanding member experience.
• Ability to manage multiple priorities, deadlines, and projects with accuracy.
• Proficiency with Association Management Systems (AMS), CRM platforms, Microsoft Office Suite (particularly Excel), and database reporting tools.
• Strong analytical and problem-solving skills with the ability to interpret membership data and trends.
• Commitment to maintaining data integrity, confidentiality, and operational excellence.
• Three or more years of experience in membership services, membership operations, association management, customer service, database administration, or a related role.
• Association or nonprofit experience.
• Experience supporting committees, volunteer groups, or board administration.

Skills

Required

• Strong organizational skills
• Exceptional attention to detail
• Customer-service mindset
• Proficiency with CRM platforms

Preferred

• Association or nonprofit experience