Service Center Technical Lead

Serves as the primary technical point of contact

• Resolves orders, payments, subscriptions, CME, and registration needs efficiently within D365 Customer Service
• Administers and optimizes D365 Customer Service, including queues, routing, case workflows, SLAs, metrics, and dashboards
• Applies AI-enabled tools such as case summarization, agent assist, and knowledge suggestions to accelerate resolution
• Reviews and validates AI outputs
• Continuously improves knowledge content

Troubleshoots complex technical, access, and system issues

• Troubleshoots complex technical, access, and system issues across AAOS platforms
• Escalates and coordinates cross-functionally to drive resolution within SLA

Safeguards CRM and AMS data integrity

• Maintains accurate records
• Manages membership transitions and weekly exception reviews
• Eliminates duplicate or outdated data

Identifies and drives process improvements

• Identifies and drives processes, workflow, and automation improvements
• Enhances the member experience and reduces repeat issues

Promotes Academy products and programs

• Supports the Service Center Team Lead with general onboarding and training for Customer Service staff
• Trains the Service Center team on new system features, automation, and AI capabilities
• Supports member-facing service activities across membership records, CME needs, website access, online products, and related issue resolution

Travel

• Up to 5 days per year

Qualifications

• Experience administering D365 Customer Service, including queues, routing, forms, views, workflows, metrics, and dashboards, with hands-on use of AI-enabled features such as case summarization, agent assist, and knowledge suggestions
• Strong technology aptitude and eagerness to adopt AI-assisted tools, automation, and analytics tools in a fast-changing environment
• Demonstrated proficiency with CRM and Association Management Systems, with a focus on data integrity
• Proven ability to troubleshoot complex issues and coordinate cross-functionally to drive resolution and follow-up
• Associate’s degree, plus five or more years of customer service experience with progressive levels of responsibility
• Poloarized written and verbal communication paired with strong organizational, project management, and attention-to-detail skills
• Adaptable, team-first mindset that thrives in a fast-paced, collaborative environment
• Proficiency in Microsoft Office Suite, Power Platform, Excel reporting, D365 dashboards, and/or Power BI
• Bilingual proficiency in Spanish and a basic understanding of membership organizations
• Desired Degree in business, information systems, computer science, or a related field
• Microsoft Dynamics 365 or Power Platform certification, or equivalent hands-on configuration experience
• Association or medical society experience
• Experience with Copilot or other AI assistants in a service setting, including prompt use and validation of AI-generated responses
• Experience curating knowledge base content to improve self-service and resolution quality
• Interest in and aptitude for supporting a blended team of service professionals and AI-enabled agents

Skills

• Ready to put your problem-solving skills to work

Benefits

• Salary Range: $83,000-$86,000, depending on qualifications and experience