Membership Experience Manager

POSITION: Membership Experience Manager

FSLA: Nonexempt, part-time

COMPENSATION: $28-$30 per hour, approximately 25 hours per week

LOCATION: Remote with occasional travel

REPORTS TO: Director of Membership

About Chorus America

Chorus America connects its members with the people, knowledge, and resources they need to build thriving choruses. As a powerful advocate and convening force, we advance the choral field through research, policy leadership, and artistic and administrative training.

Chorus America serves around 4,000 choruses, individuals, businesses, and organizations nationwide, strengthening singing communities by equipping choral conductors, administrators, board members, and other leaders with essential programs, publications, research, and advocacy services. Through these offerings, we help organizations and leaders create inspiring choral performances and harness the power of group singing to build community.

Position Summary

The Membership Experience Manager is responsible for ensuring every Chorus America member has a welcoming, engaging, and seamless experience throughout their membership journey.

Working closely with the Director of Membership, this role combines relationship-building, member support, and operational excellence to bring the membership experience to life. You'll serve as a trusted resource for members while managing the systems, communications, and workflows that support a thriving membership program.

This is an ideal opportunity for someone who enjoys helping people just as much as they enjoy creating organized, efficient processes.

Key Responsibilities  

• Member Success  
  • Serve as the primary contact for member and prospective member inquiries
  • Assist members with joining, renewing, payments, and accessing member benefits
  • Facilitate member interactions with Chorus America's business partners and member benefit programs
  • Connect members with staff, programs, and resources
  • Build positive relationships that strengthen member satisfaction and retention

• Membership Operations
  • Manage membership records and data integrity in Neon One
  • Process memberships, renewals, invoices, and payments
  • Monitor and improve membership workflows and automations
  • Prepare recurring membership reports and dashboards
  • Maintain operational documentation and standard procedures
  • Develop and maintain member self-service resources, including FAQs, help guides, tutorials, and other support materials
  • Identify and implement improvements to systems, workflows, communications, and self-service resources that enhance the member experience
  • Member Onboarding & Communications
  • Coordinate onboarding for new and returning members
  • Manage onboarding workflows and lifecycle communications
  • Coordinate monthly New Member Orientation sessions
  • Support renewal and lapsed member outreach campaigns
  • Maintain member-facing communications and workflows

• Reporting and Strategic Support  
  • Monitor membership trends and operational metrics
  • Identify patterns and opportunities that improve member engagement and operational effectiveness
  • Test new workflows and technology enhancements
  • Partner with the Director of Membership on initiatives that strengthen engagement, retention, and the overall member experience

You'll thrive in this role if you:

• Enjoy building relationships and helping people succeed.
• Are organized, proactive, and naturally look for ways to improve processes.
• Communicate with warmth, clarity, and professionalism.
• Balance people-focused work with technology and systems.
• Learn new software and use it to create better experiences.
• Manage multiple priorities while maintaining a high level of accuracy and attention to detail.

Qualifications

• At least two years of experience supporting customers, members, or clients in a customer success, customer service, or operations role
• Excellent written and verbal communication skills
• Outstanding member service or customer service skills with a genuine desire to help others succeed
• Exceptional organizational, time management, and follow-up skills with a high level of attention to detail
• Ability to manage multiple priorities while maintaining accuracy and responsiveness
• Experience with CRM or association management software (Neon One) is a plus
• Strong proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint)
• An entrepreneurial mindset with a flexible, positive approach to problem solving
• Ability to travel occasionally for Chorus America's annual Conference and semiannual staff retreats

Preferred Qualifications

• College degree
• Experience working with an arts membership organization, association, nonprofit, or customer success team
• Knowledge of and appreciation for choral music or the arts

Success in This Role  

• In your first year you’ll:
  • Deliver a consistent, welcoming experience for every new and renewing member.
  • Strengthen member engagement through thoughtful onboarding and communications.
  • Improve the efficiency and reliability of membership operations.
  • Provide timely reporting and insights that support organizational decision-making.
  • Build systems and processes that support the continued growth of the membership program.

What you can expect:  

• A flexible schedule averaging approximately 25 hours per week. While availability during core business hours is important for serving members and collaborating with colleagues, recurring staff meetings are generally scheduled between 1:00–3:00 p.m. ET, with flexibility around how the remainder of your hours are worked.
• Fully remote work with a collaborative and supportive team.
• Meaningful ownership of a role that directly impacts member satisfaction, engagement, and retention.
• Opportunities to learn and grow through exposure to membership strategy, nonprofit operations, technology, and member engagement.
• A culture of collaboration, curiosity, and continuous improvement where new ideas are encouraged.

Why You'll Love This Role  

Join a collaborative, mission-driven team where you'll help choral leaders succeed while playing a key role in shaping the member experience.  

If you're someone who loves building relationships, enjoys making systems work better, and finds satisfaction in helping people succeed, we'd love to hear from you!  

Work Location and Benefits  
Chorus America is a fully distributed organization, and this position may be performed remotely from anywhere in the continental United States. This position includes paid Chorus America holidays.