Associate Director of Member Services

The Associate Director of Member Services provides strategic leadership and operational oversight of membership engagement for CalPACE, the statewide association representing Programs of All-Inclusive Care for the Elderly (PACE). This role is responsible for strengthening relationships with PACE executives and partner members, enhancing member value, and ensuring consistent, high-quality service delivery aligned with CalPACE’s mission and advocacy priorities. This role reports to the Director of Operations

Responsibilities

• Serve as a primary point of contact for member organizations, including PACE centers, soon-to-open PACE centers, and Affiliates (vendors).

• Execute the application and onboarding of new PACE programs and partner members, ensuring seamless integration into CalPACE member services and activities.

• Manage membership renewals, dues invoicing, invoice coordination, and revenue tracking in partnership with the Director of Operations.

• Lead the selection, implementation, and ongoing optimization of the Association Management System (AMS) to ensure accurate information is loaded and reporting accurately.

• Examine membership data and prepare regular reports on retention, engagement trends, and revenue performance.

• Collaborate with the communications team to develop targeted member communications, including newsletters, alerts, member updates, and the promotion of member webinars.

• Partner with events staff to align conferences, Meet & Greet events, advocacy days, and executive forums with member priorities

• Support policy and advocacy initiatives by coordinating member input, surveys, and workgroups

• Identify and enhance member benefits to ensure strong value and alignment with the evolving needs of California PACE programs

• Develop and document membership policies, procedures, and service standards

• Contribute to cross-functional organizational initiatives that strengthen operations and member experience

Qualifications

Bachelor’s degree or equivalent experience in public administration, nonprofit management, health policy, business or related field (or equivalent experience).

• 4+ years of experience in association management, membership services, health administration, or related field.

• Strong understanding of member-based associations and executive-level relationship management.

• Ability to manage multiple priorities in a fast-paced, mission-driven environment.

• Experience with Association Management System or CRM.

• Excellent written and verbal communication skills.

• Self-starter, with solid time management and problem-solving ability.

• Highly organized, detail-oriented, with the ability to multitask and prioritize workload.

• Strong interpersonal and professional ability when engaging with customers, partners, and staff.

• Excellent written and verbal communication skills.

• Strong proficiency with software applications like Microsoft Office, Sage Intacct, bill.com, Whova, Circle or similar application experience. Technical applications or the ability to learn are important to this role.

• Manage multiple projects, plan strategically, and adapt to frequent changes in a fast-paced environment.

• Maintain a helpful attitude and collaborate with multi-departmental teams.

• Support the Association’s Strategic Plan deliverables.

• Respond promptly and thoroughly to member inquiries.

• Supports the Association’s vision of being an antiracist organization by utilizing JEDI (Justice, Equity, Diversity, Inclusion) practices in work and relationships.

• High levels of interaction with association members, vendors, and strategic partners.

• Travel for national and regional meetings, trainings, and site visits by air and ground transportation, as required.

• Report regularly to the Director of Operations.

• Other duties as assigned.

Due to network security this position requires the employee to have a cell phone with a data plan and home internet service, both are reimbursed at a set rate each month. All hires are required to maintain residence in California. This is a hybrid position with employees coming into the office.

*Compensation: $88,770 - $93,992.40

CalPACE offers a comprehensive total rewards package that includes hybrid work schedule, medical, dental, vision, life, and AD&D insurance. A retirement savings plan with an employer contribution of 6%. A time off package that includes vacation, sick, float-time, and a generous holiday schedule. Employees also have access to an employer-sponsored employee assistance program.

** To Apply: Important – As part of your resume please include a cover letter, you can send resume and CL to ***email_hidden***