Position Class: Director
Security Sensitive: Yes
Position Status: Exempt

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. 

Basic Function

The Director of Member Services is responsible for leading AALAS’s membership initiatives, with a focus on delivering exceptional service and support to members. This role oversees the team that manages member interactions, including members and certification application processing, renewals, and meeting registrations. The Director ensures a positive member experience, promotes engagement and retention, and supports the overall mission of AALAS by fostering a responsive and member-focused environment. 

Relationships

Reports and coordinates all assignments through the Executive Director, who provides the delegated authority to accomplish the programs approved by the Board of Trustees. Work cooperatively with Staff Departments, Volunteer Leaders, and Chairs in the coordination of all membership operations and functions. membership functions. Provide supervision for Department Staff.

Essential Functions & Responsibilities

• Provide direction and supervision for all aspects of Member Services, including the development and implementation of membership recruitment, retention, and reactivation strategies, demographic surveying, strategic thinking and planning, and budget forecasting and planning.
• Lead efforts to provide responsive and high-quality customer service to AALAS members and prospective members.
• Develop and implement strategies to enhance member engagement, satisfaction, and retention.
• Oversee the day-to-day operations of the Membership Services team, ensuring timely and accurate processing of member and certification applications, renewals, and meeting registrations.
• Supervise and support staff responsible for member communication, data entry, and customer support activities.
• Assist in the evaluation and improvement of membership processes and workflows for efficiency and consistency.
• Maintain up-to-date knowledge of AALAS membership benefits and services to effectively support member needs.
• Support the development and implementation of membership-related policies and procedures.
• Collaborate with internal departments to ensure consistent and effective member outreach, including support for events, communications, and educational programs.
• Work cooperatively with the Executive Director, other department directors, and department staff to develop and implement new and better services and benefits for AALAS members; generate and develop ways for reaching and integrating prospective members into AALAS and the retention of current members.
• Serve as a key staff liaison to membership-related volunteer committees and working groups.
• Coordinate with volunteer leaders to align member initiatives with AALAS’s strategic goals and member needs.
• Support volunteers in the planning and execution of member-focused events, campaigns, and outreach efforts.
• Provide staff support for volunteer-led initiatives related to membership recruitment, onboarding, and retention.
• Facilitate communication and engagement with AALAS branches and component groups to support grassroots membership development.
• Represent Membership Services in relevant industry meetings, committees, and cross-departmental initiatives.
• Monitor membership trends and provide regular reports and recommendations to leadership for growth and improvement.
• Develop and maintain statistics and reporting systems on membership retention and membership statistics.
• Supervise the identification, analysis, and resolution of database issues and problems impacting membership, staff, and reporting processes.

Minimum Requirements

• College degree plus teaching or training experience either through education or on-the-job. 
• 5-7 years of experience in customer service, call centers, or membership is ideal. 
• Proficiency in Microsoft Word, Excel, PowerPoint, and databases. 
• Ability to work well under multiple deadlines and with constant interruptions. 
• Must have initiative, good judgment, be able to assume responsibility, work independently without close supervision, be a proactive problem-solver with creative abilities to get the job done.  
• Ability to manage and inspire a team and deliver quality content and projects on time.  
• Proven history of managing multiple activities and meeting deadlines. 
• Must have strong interpersonal skills to work with all employees, members, and the public.  
• Ability to deal with all types of people and handle conflict with composure and professionalism. 
• Must be able to read, write, and understand directions.  

Working Conditions/Physical Demands/Special Conditions

AALAS is a non-smoking office environment. The employee must be able to remain in a stationary position for over 75% of the time, as the duties of this job are performed at a computer and require prolonged periods of sitting. The employee is required to operate a computer and other office equipment. The employee must be able to use a computer and communicate by phone, email, and in person. The employee may occasionally need to lift, carry, move, or position boxes or other objects weighing up to 25 pounds.  

The duties of this job may require the ability to travel 1-5 times per year. 

Employee Benefits

• Personal time off (PTO) 
• Life, health, and dental insurance 
• Section 125 Cafeteria Plan (FSA) 
• Long-term disability
• Retirement plan
• Voluntary policies 

Equal Opportunity Employer

AALAS is an equal opportunity employer and prohibits discrimination and harassment of any kind, as outlined in the AALAS employee handbook. 

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Apply

1. Please combine cover letter, resume, and salary requirements into one PDF file.
2. Please name the PDF file with your last name, hyphen, and first name. (e.g., Smith-John)
3. In subject line of email, please use “AALAS DMS Position”
4. Send email to chris.lyons@aalas.org.