Associate Director of Operations & Member Services

Role overview

This full-time, exempt position reports to the President and acts as a central operations lead for the association. The role is responsible for keeping membership services, governance support, committee coordination, certification administration, project management, and day-to-day organizational operations running smoothly. Because the association’s needs may shift over time, the position also requires flexibility to take on new operational, administrative, and strategic priorities as they arise.

Key responsibilities

• Oversee membership applications, renewals, and the onboarding experience for new members.
• Maintain membership records and run surveys to better understand member needs and engagement.
• Administer member benefits and coordinate dues-related activities.
• Support board meetings, committee administration, election and voting workflows, and related governance tasks.
• Handle board onboarding and ensure compliance-related steps are completed.
• Process certification applications and manage renewal tracking.
• Share updated certification content with the Communications & Digital Marketing Coordinator for website updates.
• Use Monday.com to manage internal systems and document procedures.
• Create and improve workflows while tracking organizational action items.
• Coordinate cross-functional projects and keep timelines on track.
• Support committee operations by organizing meetings, maintaining governance records, managing elections, and handling volunteer communications.
• Maintain reporting dashboards and analyze membership, certification, event registration, and participation data to support board financial and revenue reporting.
• Help strengthen volunteer engagement and encourage active committee participation across association programs and initiatives.
• Handle revenue-support tasks such as sponsorship invoices and certification requests, and track event registration revenue while following up on payments as needed; contract negotiations and vendor payment approvals remain with the President.
• Review participation, retention, and engagement trends and recommend actions that improve membership growth and program performance.
• Take on additional operational or administrative duties assigned by the President to meet changing organizational needs.

Knowledge and skill requirements

• Strong background in operations leadership and organizational management, with experience improving processes and workflows.
• Experience managing membership programs, engagement efforts, and retention initiatives.
• Working knowledge of nonprofit or association governance and board administration.
• Solid project management capability, including juggling several initiatives at once.
• Comfort using AI tools to increase productivity, streamline work, support research, and complete tasks efficiently.
• Advanced Microsoft Excel skills, including formulas, pivot tables, dashboards, tracking tools, and data analysis.
• Advanced Microsoft PowerPoint skills for executive presentations, board reports, and other leadership materials.
• Experience with CRM, project management, and business platforms such as Monday.com, association management systems, databases, and reporting tools.
• Strong analytical thinking and problem-solving ability.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to handle confidential information carefully and use sound judgment.
• High attention to detail and a strong commitment to accuracy.
• Ability to collaborate effectively with teams, volunteers, and leadership.
• Skill in managing competing priorities and deadlines in a fast-paced environment.
• Dedication to delivering excellent member service.

Education and experience

A bachelor’s degree in Business Administration, Nonprofit Management, or a related field is required. The ideal candidate should bring at least five years of experience in operations, membership services, association management, project management, or a similar administrative leadership role. Experience working with boards, committees, governance processes, or membership organizations is preferred.

Communication, analytical, and reasoning expectations

The role requires the ability to read and interpret business documents, governance materials, contracts, and operational reports. The candidate must communicate effectively with members, volunteers, board members, vendors, and other stakeholders on sensitive or confidential matters, and be able to prepare concise correspondence, procedures, reports, meeting materials, and presentations. The position also calls for the ability to present information and answer questions from leadership, committees, members, and the Board of Directors.

Strong quantitative skills are needed to analyze operational, membership, certification, and financial data; work with percentages, ratios, trends, and performance metrics; and use data to guide decisions, process improvements, and planning. The role also requires the ability to identify operational issues, evaluate information, develop practical solutions, manage multiple priorities, interpret detailed instructions, and improve processes to increase organizational effectiveness and member satisfaction.

Work environment and physical requirements

This is a remote position with occasional travel for events and meetings. The work is performed in an office-style setting and requires the use of standard office equipment.