Do you possess strong interpersonal skills with the ability to manage and develop relationships? Are you comfortable with advanced database oversight and utilization? The American Association of Diabetes Educators (AADE) is currently searching for that unique combination of strong customer service and data analysis skills.
The Customer Operations and Service Manager plays a pivotal role at the American Association of Diabetes Educators, ensuring that our infrastructure -- database, contact center, and other platforms-- serves our customers and organization well. The Customer Operations and Service Manager also excels at database management and data analysis to understand customers, improve operations, and develop effective service strategies.
Advocate for an exceptional customer/member experience. Assist in the development and implementation of strategies and solutions that improve customer satisfaction and retention.
Oversee, work collaboratively with and improve the impact of the customer service team consisting of this role and two Member Engagement staff. Collaborate with AADE staff and other stakeholders to understand, support and satisfy the unique needs of AADE members, non-member purchasers and other organization customers.
Be the primary champion of the Association’s Management System (AMS) and Customer Relations Management (CRM) system, NetFORUM. Train staff across the organization to effectively and efficiently use the platform to enhance the association’s work.
Oversee recruitment and renewal operations, working with vendors and staff, to conduct accurate and effective recruitment and renewal process activities on a routine basis.
Develop both routine and ad hoc queries and reports. Serve as a resource to others regarding the data dictionary, table structure and inventory of queries and reports related to the Member and Volunteer Services department. Share metrics and insights broadly to benefit the organization.
Bachelor’s degree required, preferably in related field.
Minimum of 3-5 years’ work experience with Customer Relations Management (CRM) systems or Association Management System (AMS).
Demonstrated expertise with operations management, statistics, data management and data analysis required.
Supervisory experience required; 2-3 years preferred.
Prior experience in a healthcare association or professional environment a plus.
AADE offers a competitive compensation and benefit package, designed to attract, and retain qualified individuals who deliver excellent service to our members and business partners.
If you value contributing to an organization that is making a difference and have the skills necessary for the Customer Operations and Service Manager role, please send your resume and salary requirements to firstname.lastname@example.org
About American Association of Diabetes Educators
The American Association of Diabetes Educators is a multi-disciplinary professional membership organization dedicated to improving diabetes care through education.With more than 14,000 members including nurses, dietitians, pharmacists, among others, AADE has a vast network of practitioners involved in the daily treatment of diabetes patients. Collectively, our alliances, member practitioner networks, and academic partners uniquely position AADE at the locus of change for the future treatment of diabetes. The AADE national headquarters is in Chicago, IL (convenient Loop location).