Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions.
The Membership Services Leader leads daily operations for PGA Membership Services, ensuring quality support, efficient processes, and effective communications. The Membership Services Leader is responsible for staff supervision, training, membership administration, event support, technology collaboration, and financial administrative duties.
RESPONSIBILITIES (Specific areas of responsibility include but are not limited to):
Membership Services and Support
Manage daily operations of the Membership Services Call Center staff ensuring timely and prompt call responses with minimal call-backs, transfers, and complaints while providing adequate training and feedback.
Drive and optimize an omni-channel strategy across voice, text, chat, email, and web to provide proactive and responsive support for PGA Members and Associates.
Ensure all teammates are adequately trained and certified in Intercom to respond to Member and Associate inquiries in a timely and consistent manner.
Serve as Section liaison regarding specific Membership issues and constitutional interpretations.
Champion a culture of continuous improvement across all Membership Services functions by regularly reviewing processes, soliciting feedback, and initiating enhancements.
Membership Administration and Processes
Establish, track, and report on key Metrics and KPIs to measure the effectiveness and efficiency of Membership Services operations.
Utilize root cause analysis to identify and resolve recurring issues, improve processes, and enhance member satisfaction.
Manage the administration of the annual membership dues billing process to achieve the Association's invoicing goals.
Oversee the Professional Development Requirement (PDR) program requirements and communications with Membership and Section Offices.
Manage fiscal year-end processes to maintain the integrity of Member and Associate records according to the PGA Constitution and Bylaws.
Oversee the annual Class A-3 Tour Player and LPGA Class A-3 reviews to determine membership eligibility and communicate status changes.
Manage the election, re-election, and re-instatement of Members, registration/re-registration of Associates, recognition of new Quarter Century and Half Century Club members, and Anniversary recognitions.
Implement Board of Control decisions related to classification, PDR adjustments, and financial matters.
Event Management
Manage the Member Business Center functions at the PGA Show, including staffing the Membership Services desk.
Manage registration and credentialing at the PGA of America Annual Meeting.
Database and Technology
Develop and communicate a vision and strategy for technology evolution within Membership Services, including the adoption of innovative solutions.
Serve as liaison with the Technology Team to develop and implement database menu options.
Maintain current online library content, collaborate with the Technology Team on database development, and oversee quality control and data management for membership and PGA publications.
Financial and Credential Management
Oversee daily financial transactions with adequate back-up documentation and collect funds on returned checks.
Manage the distribution of new Member, Associate, and PGA Golf Management University Student credentials and replacement credentials.
Communication and Reporting
Lead communications to Membership, Sections, and other PGA Departments, including notifications for progress reminders and regulation changes.
Respond to inquiries related to international PGA Reciprocity, LPGA Reciprocity, and Class A-3 candidates.
Oversee Membership-related requests, reporting, notifications, and communications management.
SHARED VALUES:
Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values challenges and opportunities impacting you and your team. Keep Leadership aware of the pulse of the workforce; recognizing, discussing, and addressing any cultural concerns.
INCLUSION STATEMENT:
Contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive.
SUPERVISION:
This is a supervisory position responsible for the performance management and hiring of employees within the department.
FINANCIAL RESPONSIBILITY:
Responsible for preparation and oversight of the Department budget and for monitoring results.
EDUCATION AND EXPERIENCE:
Bachelor's Degree in Business Administration, Customer Relations or related field, or an equivalent combination of education, training, and experience.
Seven years of program administration and customer service related experience.
Two years of team management experience.
SKILLS, KNOWLEDGE AND ABILITIES:
Must have knowledge of membership services and program administration and demonstrated leadership and vision to manage staff groups and major projects or initiatives.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Travel required approximately 10% per year.
This position is not eligible for immigration sponsorship.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.
PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, gender identity or expression, marital or familial status, genetic information or any other characteristic protected by federal, state or local law. In addition, to ensure full equality of opportunity in all operations and activities of the organization, every staff member employed by the PGA shall be selected under fair employment procedures that provide equal employment opportunities to all people. DFWP.
