Audience & Member Services Lead

Whyy Inc; Philadelphia (Philadelphia County); On-site; USD 60,000 - 85,000; Full time

Job summary

WHYY in Philadelphia is seeking a skilled Member Services Manager to lead a team handling in-bound calls and email communications from members and the public, ensuring top-tier service and engagement.

You will recruit, train, and mentor staff, oversee daily operations, drive reporting, and collaborate with other departments to align with revenue and program goals in a public media environment.

Qualifications

• Bachelor's degree or equivalent experience.
• Minimum three years of management or supervisory experience.
• Minimum five years in customer service/call center environment.

Responsibilities

• Recruit, hire, and mentor a team of Member Services Associates.
• Monitor inbound phone system and email inboxes; report on activity and productivity.
• Produce and analyze reports on customer interactions and workflows.
• Develop training materials and lead trainings for the department.
• Collaborate with other departments to troubleshoot and improve communications.
• Maintain stationary inventory and ensure timely communications to members.

Skills

Leadership

Training

Analytics

Communication

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

CRM software

Job description

WHYY in Philadelphia is seeking a skilled Member Services Manager to lead a team handling in-bound calls and email communications from members and the public, ensuring top-tier service and engagement.

You will recruit, train, and mentor staff, oversee daily operations, drive reporting, and collaborate with other departments to align with revenue and program goals in a public media environment.