Associate Vice President, Member Services

FACS; Chicago, Northern (IL, KY); Hybrid; USD 200,000 - 240,000; Full time

Job summary

The American College of Surgeons seeks an Associate Vice President for Member Services to lead strategic initiatives, member experience, and credentialing operations from our Chicago office. This senior role reports to the Senior Vice President of Member Services and oversees budgeting, marketing, and enterprise-wide improvements, with a hybrid schedule (3 days in-office/2 remote).

Ideal candidates bring 8+ years in leadership, strong BI and dashboard skills, and proven ability to drive

Qualifications

• Bachelor’s degree required. Advanced degree preferred.
• 8+ years of leadership in membership or customer operations, marketing, and budget oversight.
• Proficiency with BI/dashboard tools (Power BI/Tableau) and AMS/CRM platforms.
• Experience building operational dashboards and KPI reporting.
• Willingness to travel moderately.

Responsibilities

• Lead strategic initiatives and cross-functional priorities with the SVP.
• Oversee member services customer experience and service standards.
• Supervise credentialing operations including eligibility review and adjudication support.
• Develop dashboards and metrics across the application pathway and marketing function.
• Manage division budget and vendor/technology investments.
• Provide leadership to division managers and staff.

Skills

Leadership

Strategic planning

Customer operations

Budget oversight

Project management

Education

Bachelor’s degree

Advanced degree preferred

Tools

Power BI

Tableau

AMS

CRM platforms

Microsoft Office

Job description

Associate Vice President, Member Services

Job Category: ACSJOB

Requisition Number: ASSOC001620

• Full-Time
• Hybrid

Locations

Showing 1 location

Illinois
Chicago, IL 60611, USA

Description

About the American College of Surgeons

The American College of Surgeons (ACS) is a professional and educational organization of surgeons that was founded in 1913 to raise the standards of surgical practice and improve the quality of care for surgical patients. The College is dedicated to the ethical and competent practice of surgery. Its achievements have significantly influenced the course of scientific surgery in America and have established it as an important advocate for all surgical patients. The College has more than 90,000 members and is the largest organization of surgeons in the world. For more information, visit www.facs.org .

Our MissionThe American College of Surgeons is dedicated to improving the care of the surgical patient and safeguarding standards of care in an optimal and ethical practice environment.

Our VisionTo create a healthcare landscape where surgeons thrive and every patient has access to and benefits from the highest standards of surgical care, driven by innovation, education, leadership, and trust.

Job Summary:

Under the leadership of the Senior Vice President of Member Services, the Associate Vice President (AVP) serves as a senior strategic and operational partner to the SVP, leading priority divisional and enterprise initiatives and serving as the operational leader for membership marketing, product and program development, member experience, and divisional budget oversight. In addition, the AVP leads and is accountable for the member services credential and application review process and overall customer service for members.

This exempt position will report to the Senior Vice President in the Division of Member Services. It is based in our Chicago office and is a hybrid role: 3 days per week in the office/2 days per week remote.

The anticipated salary range for this position is $200,000 - $240,000 (commensurate with related experience).

Key Responsibilities:

• Serve as the integrated partner to the SVP by leading strategic initiatives and complex cross-function priorities. This includes the ability to successfully troubleshoot escalated issues, explore and scope new opportunities, and execute recurring and one-off projects from definition through execution, measurement, and post-implementation review.
• Provide senior leadership and functional oversight for the Member Services customer experience function and establish service strategy, performance standards, and accountability across the College.
• Supervise the Senior Manager of Credentials, who holds primary responsibility for the daily operation of the membership application process, including eligibility review, applicant communication, and adjudication support across all membership categories.
• In collaboration with the SVP, establish the strategic direction and executive sponsorship for continuous improvement of the membership application pathway, ensuring effective processes, policy interpretation, service standards, controls, and measurable performance outcomes.
• Develop, implement, and maintain oversight dashboards and metrics across the application pathway, including pipeline volume, conversion, aging, exception, and escalation reporting; set performance targets, surface bottlenecks, and report results to the SVP and enterprise leadership.
• Lead the continued buildout of the membership marketing function. Provide strategic leadership for the development and maturation of the membership marketing function, establishing growth priorities, audience strategies, performance expectations, and effective partnership with Integrated Communications.
• Develop and monitor recruitment and retention strategies across all membership categories; track key performance indicators and lead development and evaluation of products, programs, and services using data-driven insight.
• Provides oversight of dues administration and employees responsible for maintenance of the membership data related to dues payment, drops, retirements, senior status, and overall membership health.
• Oversee member experience initiatives, including Clinical Congress engagement and ACS Central, ensuring coordinated planning, on-site execution, and follow-through that strengthen member satisfaction.
• Support and provide strategic direction for the evaluation and development of affinity programs and other member benefits, ensuring alignment with member needs, value proposition, financial considerations, and organizational strategy.
• Provide leadership oversight and strategic guidance for employees supporting assigned membership committees, ensuring committee activities and priorities align with divisional and organizational objectives.
• Supervise, coach, and develop division managers and professional employees; set priorities, allocate resources, define accountability standards, and ensure consistent high-touch customer service, complaint resolution, and service recovery.
• In collaboration with the SVP, develop and manage the division’s annual operating budget and business operations, including evaluation of vendor, system, and technology investments supporting the application pathway and marketing function.
• Represent the division on cross-divisional initiatives and enterprise workgroups; contribute to leadership planning and enterprise-wide strategy discussions.

Qualifications:

• Bachelor’s degree from an accredited college or university is required. Advanced degree is preferred.
• 8+ years of progressively responsible leadership experience in membership or customer operations, process improvement, marketing, project management, and budget oversight, including direct supervision of managers and professional employees.
• Proficiency with Microsoft Office Suite, Adobe Acrobat, AI and survey tools, association management systems (AMS), business intelligence and dashboard tools (for example, Power BI or Tableau), marketing automation and CRM platforms, and budgeting/reporting systems.
• Demonstrated experience developing, implementing, and maintaining operational dashboards and key performance indicators.
• Demonstrated project management experience leading concurrent, recurring, and one-off initiatives to completion.
• Moderate travel required, including Clinical Congress, Leadership & Advocacy Summit, CMSS, and typically one additional meeting annually.

Comprehensive Benefits:We’re committed to attracting and retaining top talent via valuable benefits!

• Vacation, personal, and sick hours including 13 paid holidays per year
• Tuition Reimbursement
• Medical—comprehensive coverage through BlueCross BlueShield
• Dental, Vision, and Prescription drug program
• 403(b) Matching Program
• Pension Plan
• Employee Assistance Program
• Short Term/Long Term Disability
• Life Insurance
• Domestic Partner Coverage

The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to [e-mail] or call [phone] and let us know the nature of your request and your contact information.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.