This position is located in our Chicago, IL office only. 

Position Summary:

The Manager, Member Services and Operations is responsible for overseeing the daily operations and member services of the Center for REALTOR® Development. This role involves managing member communications, ensuring efficient operational processes, and supporting the Director of Credentials and Operations in strategic initiatives. The position requires an initiative-taking approach to problem-solving, exceptional customer service skills, and the ability to manage multiple projects simultaneously.

Duties and Responsibilities:

• Manage and optimize member service operations, ensuring timely and accurate responses to member inquiries and issues through various communication channels.
• Develop and implement strategies to enhance member satisfaction and retention by analyzing feedback, identifying areas for improvement, and executing relevant action plans.
• Oversee the processing of member applications, renewals, and credentials, ensuring compliance with organizational standards and policies.
• Coordinate and conduct training sessions for member service representatives to ensure consistent and high-quality service delivery.
• Collaborate with the marketing and communications team to develop and disseminate member-related information, updates, and promotional materials.
• Analyze operational workflows and recommend process improvements to enhance efficiency and effectiveness within the member services department.
• Assist in the development and monitoring of budgets related to member services and operations, ensuring alignment with organizational goals.
• Prepare and present reports on member service metrics, operational performance, and other relevant data to senior management.
• Support the Director of Credentials and Operations in strategic planning, project management, and other initiatives as required.
• Other duties, as assigned.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in member services, customer service, or operations management, preferably within a professional association or membership-based organization.
• Proven history of improving member satisfaction and operational efficiency through strategic initiatives and process enhancements.
• Strong leadership and team management skills, with the ability to train, mentor, and motivate staff.
• Excellent communication skills, both written and verbal, with the ability to effectively interact with members, staff, and senior management.
• Proficiency in using customer relationship management (CRM) systems and other relevant software tools.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Detail-oriented with strong organizational and project management abilities.
• Ability to work independently and manage multiple priorities in a challenging environment.
• Commitment to providing exceptional service and upholding the values and standards of the National Association of REALTORS®.

Compensation: $75,000-$95,000
NAR provides comprehensive benefits including health/dental/vision insurance.

Organizational Overview:

The National Association of REALTORS® (NAR) is a team of professionals dedicated to providing world-class service to over 1.5 million REALTORS® working in the United States and around the world. The real estate industry is fast-paced and fast-changing--each year, our members participate in the sale, lease, and management of real estate. As in every industry, our members’ value proposition is constantly being challenged by innovation.

It is our mission to empower REALTORS® as they preserve, protect and advance the right to real property for all. We cannot do that without the ideas, passion, and commitment from our talented employees. As our greatest assets, employees are offered their pick of competitive benefits/perks and flexible work options. Our most successful employees are committed to our Core Values, which are:

Putting members first
Leading change
Advancing diversity and inclusion
Giving respect
Collaborating
Communicating