Manager, Member Services

Ladders; United States; Remote; USD 106,000 - 135,000; Full time

Benefits offered by this job

Competitive wages

Medical with telemedicine

Dental and vision insurance

Paid Time Off (PTO)

401k with employer match

Tuition reimbursement

Wellness program

Job summary

Ladders is seeking a Manager, Member Services to lead a remote, US-based team delivering high-value contact center services for financial institutions. The role focuses on client satisfaction, service delivery, renewal and growth objectives, and strong cross-functional collaboration with client executives.

The successful candidate will oversee the staff, develop relationship strategies, drive process improvements, and identify opportunities to expand service offerings while partnering with

Qualifications

• Bachelor's degree or equivalent experience required.
• Master's degree preferred.
• 8 years leading multi-site client service centers.
• 8 years of experience in the banking or credit union industry.
• 8 years of call center industry experience.

Responsibilities

• Manage staff responsible for all facets of contact center client relationships and operational services.
• Oversee development of strong client account relationships to enhance satisfaction ratings.
• Design and lead client relationship management and contract renewal strategies for financial institutions.
• Communicate effectively with client executives and internal teams to address operational support needs.
• Promote operational efficiencies and recommend process improvements.
• Support various departments in a consultative role, including assisting in the sales process.
• Identify and deliver sales opportunities for new products and services.

Skills

Leadership

Client relationship management

Strategic sales opportunities

Education

Bachelor's degree or equivalent

Master's degree preferred

Job description

For our client, we are seeking a Manager, Member Services to join the team of a leader in the Finance & Insurance space.

This leader will oversee a high-performing member services operation focused on contact center client relationships, service delivery, and operational support for financial institutions. The role will drive client satisfaction, strengthen account partnerships, and ensure the team is aligned to renewal, growth, and service excellence objectives. In addition, this leader will partner closely with internal stakeholders and client executives to solve operational issues, improve processes, and identify opportunities to expand service offerings.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $105,600 – $134,600 annually

Responsibilities

• Manage the staff responsible for all facets of contact center client relationships and operational services.
• Oversee development of strong client account relationships to enhance satisfaction ratings.
• Design and lead client relationship management and contract renewal strategies for financial institutions.
• Communicate effectively with client executives and internal teams to address operational support needs.
• Promote operational efficiencies and recommend process improvements.
• Support various departments in a consultative role, including assisting in the sales process.
• Identify and deliver sales opportunities for new products and services.

Qualifications

• Bachelor's degree in a related field or equivalent experience required.
• Master's degree preferred.
• 8 years of experience leading multi-site client service centers and developing service strategies required.
• 8 years of experience in the banking or credit union industry required.
• 8 years of call center industry experience required.

Benefits

• Competitive wages
• Medical with telemedicine
• Dental and vision insurance
• Paid Time Off (PTO)
• 401k with employer match
• Tuition reimbursement
• Wellness program

Our client is an equal opportunity employer.