Membership Services Manager

Job Location: SRF Victory Building - Glendale, CA 91201 Position Type: Full Time Salary Range: $69,000.00 - $80,000.00 per year Position Summary: The Membership Services (MS) Department of Self‑Realization Fellowship (SRF) is responsible for serving the business needs of SRF members worldwide. It is often the first, if not the only, contact that members have with SRF. This role involves multiple workstreams, technology solutions, and frequent interdepartmental interactions. The Membership Services Manager will co‑manage the department and enhance operations based on customer service and call center concepts, methods, processes and technology. Change management will be key to success for this role. Responsibilities Co‑manage Membership Services staff and operations. Evaluate, design, and implement enhancements to departmental operations, including people, processes and technology. Apply effective change management methods to empower staff through transitions. Collaborate with other departments to ensure member touchpoints are user-friendly and aligned with SRF processes. Act as liaison to share member feedback constructively across departments, guiding improvements. Investigate and resolve all member complaints promptly and professionally. Evaluate, implement and monitor service quality standards and performance metrics. Ensure compliance with organizational policies and procedures. Utilize CRM systems and data analytics to enhance service delivery. Develop and manage departmental budgets. Serve as co‑advisor to the SRF Membership Services International Help Desk. Maintain strict confidentiality and adhere to SRF’s policies and established processes. Other position‑related tasks as assigned. Qualifications Bachelor’s degree in business administration, communications, customer experience or related field. At least 5 years of management experience in call centers, customer service or customer experience. Commitment to continuous improvement. Demonstrated skills in team leadership, meeting management, change management, resource management, data‑driven decision making, and CRM systems. Strong communication, conflict resolution and interpersonal skills. Strategic thinking and ability to execute operational plans. Emotional intelligence, adaptability and willingness to embrace SRF’s mission and culture. The position is a full‑time salaried exempt role, Monday through Friday, 8:30a.m.–5:00p.m. PST, with flexibility as needed. Benefits include group medical, dental, life insurance, a retirement plan, paid sick, vacation and holiday time. This employer participates in E‑Verify and will provide the federal government with FormI‑9 information to confirm authorization to work in the U.S. If E‑Verify cannot confirm authorization, the employer is required to give written instructions and an opportunity for the applicant to address the issue before taking any action, including termination. #J-18808-Ljbffr Self-Realization Fellowship