The American Association of Nurse Practitioners® (AANP) is seeking a qualified professional to serve as its Director of Membership. This position will develop, manage and continually enhance the operations of the membership department to deliver exceptional member experience. In collaboration with AANP’s marketing staff, this professional will produce campaign plans and analyze metrics and trends to maximize recruitment and retention returns. Reports to the Vice President of Finance and Membership.
Manage day-to-day operations of the membership department, including staffing, development of process and procedures and maintenance of membership records and forms.
In collaboration with marketing staff, develop campaign strategies and assist with executing recruitment and retention efforts.
Engage with marketing staff to monitor and refresh membership materials, including welcome toolkits, that promote the membership value proposition.
Monitor and analyze data, metrics and trends for use in continuous quality improvement of member care performance.
Define and manage membership department operations, including the review of call logs, email scripts and the quality of responses and service levels. Assist staff in resolving operational and escalated member issues.
Oversee renewal process for all membership categories.
Direct the preparation of monthly membership dashboards and other reports to aid in strategic decision making.
Create a business development plan to recruit and retain industry partners for the NP Employer Membership Program. Coordinate interdepartmentally to execute the seamless onboarding of members included in bulk membership purchases.
Design customer journey maps and frequently emulate member experiences to identify opportunities for enrichment.
Serve on numerous cross-functional teams as project owner, stakeholder or subject matter expert.
Keep abreast of member and industry trends to anticipate member needs.
Drive organizational culture utilizing metrics focused on member experience and high-quality responsiveness by AANP staff.
Directly supervise assigned staff, including mentoring, coaching and establishing goals and priorities. Revise job descriptions as needed and conduct scheduled performance reviews in a timely manner. Conduct onboarding for new hires and oversee training activities.
Plan and implement staffing, activities and promotions to advance the membership department’s goals at AANP conferences or other exhibits. Travel to manage on-site operations for membership activities at AANP national conferences.
Provide membership content suggestions and recommendations to the marketing department and collaborate on their development and implementation.
Carry out other duties or activities as requested by the VP of Finance and Membership.
Identify opportunities for continuous quality improvement and implement process changes.
Travel to other AANP conferences or exhibits as needed.
Qualifications for this position include:
Bachelor’s degree is required, business administration or marketing degree is preferred.
Five years of experience managing customer service operations, preferably in an association or nonprofit organization.
Three years of experience supervising employees.
Exceptional organizational skills and ability to prioritize and manage multiple projects with a sense of urgency.
Strong critical thinking, analytical and problem-solving skills and the ability to analyze and interpret marketing and sales data.
Superior oral and written communication skills, along with the ability to collaborate with others in a courteous and professional manner.
Strong membership service orientation is essential.
Proficient use of Microsoft Office and databases; experience with Aptify or other association management software is a plus.
Ability to travel and work at AANP national conferences.
This position will be based in our headquarters located in the South MoPac Expwy and Southwest Parkway area of Austin, Texas. AANP offers attractive compensation; health, dental and vision insurance; employer 401(K) match; generous paid time-off; an on-site gym; free coffee bars and snacks; and a great work environment.
To apply, send your cover letter and resume to firstname.lastname@example.org.
About American Association of Nurse Practitioners
About the American Association of Nurse Practitioners
AANP is the largest and only full-service professional membership organization in the United States for nurse practitioners (NPs) of all specialties, with more than 115,000 individual members. AANP is unique among NP organizations by its number of members, well-established education department and network of relationships with state-level groups. With a network of more than 200 NP Organization members, including other national, state and local NP organizations, it provides a unique reach to NPs in a wide range of communities and settings.
As The Voice of the Nurse Practitioner®, AANP represents the interests of more than 290,000 NPs around the country, advocating for the active role of NPs as providers of high-quality, cost-effective, comprehensive, patient-centered health care.
The mission of AANP is to empower all NPs to advance quality health care through practice, education, advocacy, research and leadership. AANP offers excellent benefits and a great work environment.