Head of Member Experience & Operations

Entreprenista; Miami (FL); Presencial; USD 120.000 - 160.000; Tempo integral

Resumo da vaga

Entreprenista is seeking a Membership Operations Director to own the member journey from onboarding through renewal, building programs, systems, and a scalable team. You will manage community operations, success metrics, and member communications in a fast-paced women-led organization.

The role requires 5+ years in customer success or related fields, hands-on experience with HubSpot/Circle and AI tools, and strong leadership to drive long-term growth for the Entreprenista League.

Qualificações

• 5+ years of experience in customer success, community management, account management, marketing, or communications.

Responsabilidades

• Oversee daily operations and performance of the community team with 50-60% time on monitoring quality and delivering improvements.
• Collaborate with partnerships, growth, marketing and special projects to align goals with member and partner success.
• Manage department roadmap, priorities and key initiatives; provide high-level project management for community programs.
• Identify trends to drive meaningful changes, streamline operations, and strengthen engagement.
• Develop Entreprenista League membership tiers and implement them; manage Entourage, affiliate and co-marketing programs in PartnerStack.
• Lead hiring, capacity planning, and scopes of work; manage time tracking, PTO and contractor invoices.
• Build a high-performing team and evolve structure to support long-term goals.
• Own member success reporting including KPI dashboards, health scores, renewal projections and demographics.
• Develop processes to collect feedback and guide product development; audit email flows and onboarding materials.
• Own community guidelines, moderation, and escalation processes; manage retention policies and SLAs.
• Grow member growth strategies and expansion plans; hand off to success coordinators for onboarding and renewals.
• Define and approve member communications calendar; advocate for member perspectives in strategy.
• Design multi-channel campaigns to boost engagement, retention, and expansion.
• Set events strategy and calendar; measure event ROI.
• Own member tech stack: Circle, HubSpot, SamCart, Klaviyo, Typeform, PartnerStack, Zapier, Luma; drive automation.

Conhecimentos

Customer success

Community management

Account management

Marketing

Communications

AI tools usage

Formação

Bachelor's degree

Ferramentas

HubSpot

Circle

Klaviyo

SamCart

PartnerStack

Typeform

Luma

Zapier

ClickUp

Google Workspace

AI tools

Descrição da vaga

Entreprenista is seeking a Membership Operations Director to own the member journey from onboarding through renewal, building programs, systems, and a scalable team. You will manage community operations, success metrics, and member communications in a fast-paced women-led organization.

The role requires 5+ years in customer success or related fields, hands-on experience with HubSpot/Circle and AI tools, and strong leadership to drive long-term growth for the Entreprenista League.