Director, Member Services

About the role

The Director, Member Services leads the global Member Services function and customer experience, focusing on improving associate skills, capabilities, and outcomes to grow revenue and deliver world‑class support to members.

Key responsibilities

• Lead contact centers to deliver exceptional customer service and revenue outcomes.
• Hire, develop, supervise, and lead large teams of member services associates and supervisors across multiple locations and time zones.
• Define and manage metrics, controls and reporting to drive productivity and accountability.
• Implement AI‑based assistants and technology‑enabled customer service solutions.

Required profile

• 10+ years progressive experience in customer experience, contact‑center leadership or similar high‑touch service environments.
• 5+ years leading cross‑functional programs and teams in a global, multi‑region organization.
• Strong change‑management capabilities and analytical thinking.
• Excellent communication, financial and analytical skills.

Required skills

• Microsoft Dynamics (or similar CRM systems).
• Advanced telephony systems.
• AI‑based assistants implementation.
• Data analysis and metric‑driven decision making.