Associate Vice President, Member Services

Job Summary

The Associate Vice President (AVP) serves as a senior strategic and operational partner to the Senior Vice President (SVP) of Member Services, leading priority divisional and enterprise initiatives. This role oversees the Member Services customer experience function, develops and implements membership marketing strategies, and manages the division's budget and operations.

Key Responsibilities

• Serve as the integrated partner to the SVP by leading strategic initiatives and complex cross-function priorities.
• Provide senior leadership and functional oversight for the Member Services customer experience function and establish service strategy, performance standards, and accountability across the College.
• Supervise the Senior Manager of Credentials, who holds primary responsibility for the daily operation of the membership application process, including eligibility review, applicant communication, and adjudication support across all membership categories.
• In collaboration with the SVP, establish the strategic direction and executive sponsorship for continuous improvement of the membership application pathway, ensuring effective processes, policy interpretation, service standards, controls, and measurable performance outcomes.
• Develop, implement, and maintain oversight dashboards and metrics across the application pathway, including pipeline volume, conversion, aging, exception, and escalation reporting; set performance targets, surface bottlenections, and report results to the SVP and enterprise leadership.
• Lead the continued buildout of the membership marketing function. Provide strategic leadership for the development and maturation of the membership marketing function, establishing growth priorities, audience strategies, performance expectations, and effective partnership with Integrated Communications.
• Develop and monitor recruitment and retention strategies across all membership categories; track key performance indicators and lead development and evaluation of products, programs, and services using data-driven insight.
• Oversee member experience initiatives, including Clinical Congress engagement and ACS Central, ensuring coordinated planning, on-site execution, and follow-through that strengthens member satisfaction.
• Support and provide strategic direction for the evaluation and development of affinity programs and other member benefits, ensuring alignment with member needs, value proposition, financial considerations, and organizational strategy.
• Provide leadership oversight and strategic guidance for employees supporting assigned membership committees, ensuring committee activities and priorities align with divisional and organizational objectives.
• Supervise, coach, and develop division managers and professional employees; set priorities, allocate resources, define accountability standards, and ensure consistent high-touch customer service, complaint resolution, and service recovery.
• In collaboration with the SVP, develop and manage the division’s annual operating budget and business operations, including evaluation of vendor, system, and technology investments supporting the application pathway and marketing function.
• Represent the division on cross-divisional initiatives and enterprise workgroups; contribute to leadership planning and enterprise-wide strategy discussions.

Qualifications

• Bachelor’s degree from an accredited college or university is required. Advanced degree is preferred.
• 8+ years of progressively responsible leadership experience in membership or customer operations, process improvement, marketing, project management, and budget oversight, including direct supervision of managers and professional employees.
• Proficiency with Microsoft Office Suite, Adobe Acrobat, AI and survey tools, association management systems (AMS), business intelligence and dashboard tools (for example, Power BI or Tableau), marketing automation and CRM platforms, and budgeting/reporting systems.
• Demonstrated experience developing, implementing, and maintaining operational dashboards and key performance indicators.
• Demonstrated project management experience leading concurrent, recurring, and one-off initiatives to completion.
• Moderate travel required, including Clinical Congress, Leadership & Advocacy Summit, CMSS, and typically one additional meeting annually.

Comprehensive Benefits

• Vacation, personal, and sick hours including 13 paid holidays per year
• Tuition Reimbursement
• Medical—comprehensive coverage through BlueCross BlueShield
• Dental, Vision, and Prescription drug program
• 403(b) Matching Program
• Pension Plan
• Flexible Spending Medical/Dependent Care
• Employee Assistance Program
• Short Term/Long Term Disability
• Life Insurance
• Domestic Partner Coverage