Member Experience Team Lead (Hybrid)

AMA - Alberta Motor Association; Edmonton; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

Retirement savings plan

Member discounts on travel and insur./

Travel medical insurance for family

Professional development

Paid vacation and personal days

Volunteer Day and Me Day

Flexible work models

Job summary

AMA - Alberta Motor Association in Edmonton seeks a frontline leader for Membership Operations to coach and mentor the Membership and Rewards Support team in a hybrid work model. You will oversee daily operations, drive performance, and champion member-focused service across channels.

This role demands strong communication, adaptability, and the ability to balance competing priorities in a fast-paced environment.

Qualifications

• High school diploma or equivalent work experience.
• Customer service or contact centre experience.
• Leadership, coaching, or team lead experience is a plus.
• Process improvement or Lean experience is a plus.
• Knowledge of membership and rewards systems.

Responsibilities

• Lead Membership and Rewards Support team with daily leadership and escalation oversight.
• Drive modernization, technology adoption, and process improvements.
• Provide system and policy guidance to team members.
• Monitor service levels across phone, email, and webchat; manage scheduling and adherence.
• Coach and mentor team to maintain quality service standards.
• Support member retention and acquisition by highlighting AMA benefits.
• Foster employee engagement and onboarding; identify training gaps.
• Support marketing campaigns, promotions, and community events.
• Communicate updates during changes; help the team navigate transitions.
• Promote AMA membership, products, and community events to deepen engagement.

Skills

People leadership

Coaching

Communication

Process improvement

Project management

Adaptability

Education

High school diploma or equivalent

Tools

Membership and rewards systems

Microsoft Office

Job description

AMA - Alberta Motor Association in Edmonton seeks a frontline leader for Membership Operations to coach and mentor the Membership and Rewards Support team in a hybrid work model. You will oversee daily operations, drive performance, and champion member-focused service across channels.

This role demands strong communication, adaptability, and the ability to balance competing priorities in a fast-paced environment.