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Member Relations Manager
4 months ago
AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.
AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.
The Member Relations Manager engages with members to resolve serious and complicated issues and complaints. Researches questions and/or complaints and proposes solutions to executive-level stakeholders. Translates and communicates the organization's public policy, congressional legislation, and benefits program guidelines and communicates the organization's value offerings with each member. Collaborates with management to identify opportunities to streamline processes and to develop new procedures that support the business unit/department.
Responsibilities
Manages highly sensitive and potentially volatile communication on behalf of senior leadership. Utilizes research to provide solutions to senior leaders, Attorneys General, Better Business Bureau, and complex issues received through all contact center channels. Collaborates across workgroups to identify solutions that are member focused, utilizing project management principles to implement new strategies and processes. Administers service recovery strategies to ensure a positive member experience. Designs and delivers associated training materials. Collaborates with key contacts from across the organization to ensure responses are in-line with the goals of the organization, serving as the primary point of contact for legislative initiatives, governmental policy and sensitive media relations that may impact the brand and issues identified as priorities for the organization. Maintains excellent knowledge of the organization's initiatives, legislative positions/policies and membership options. Ensures that Ombudsman team members are apprised of emerging issues and resources are up to date. Crafts well written, researched, and member-focused responses for correspondence received by the Ombudsman team. Manages case workload across Ombudsman team, utilizing contact center software to ensure all service level commitments are met and the quality and content of response. Provides thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers. Extracts, reviews, and consolidates information and statistical data to design and develop compelling reports for leadership. Interacts directly with Company Gift Program administrators and collaborates with internal organizational stakeholders to manage and develop the program.
Qualifications
Bachelor's degree (Master's degree a plus). 5+ years in a fast-paced customer centric environment . Project management experience. Ability to extract, analyze, and articulate data related to a contact center. Experience in escalation resolution with serious and complicated issues and complaints. Ability to research questions and/or complaints and to propose solutions to executive-level stakeholders. Knowledge and ability to communicate the organization's public policy, congressional legislation, and benefits program guidelines and to communicate the organization's value offerings with each member. Proven experience in collaborating with management to identify opportunities to streamline processes and develop new procedures that support the business unit/department. Experience designing and delivering technical training a plus.
This position will be based in either Washington D.C. or Lakewood, California.
Additional Requirements
Regular and reliable job attendance Effective verbal and written communication skills Exhibit respect and understanding of others to maintain professional relationships Independent judgement in evaluation options to make sound decisions In office/open office environment with the ability to work effectively surrounded by moderate noise
Flexible Work Arrangement (FWA)
AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.
Compensation and Benefits
AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement. For this position, we anticipate offering a salary between $80,100 to $93,450 per year. This role is also eligible to participate in an annual incentive plan with percentage up to 12%. Bonus eligibility is dependent upon organizational and individual performance.
Equal Employment Opportunity
AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.
