Manager, Membership Operations

USA Lacrosse; Maryland; On-site; USD 60,000 - 72,000; Full time

Job summary

USA Lacrosse is seeking a Manager, Membership Operations to lead membership engagement initiatives and manage a dedicated team. This role involves developing strategies to enhance member experience, collaborating across departments, and ensuring high-quality service delivery. The ideal candidate will have a strong background in consumer services, data analysis, and a passion for advancing the sport of lacrosse.

Benefits

Medical, Dental, and Vision insurance

403(b) retirement plan with employer contribution

Generous PTO and paid holidays

Free onsite gym at HQ office

Discounts on USA Lacrosse merchandise

Qualifications

• 3-5 years in consumer/member services or loyalty programs.
• Experience in developing strategies for membership growth.
• Proficient in Microsoft 365 and CRM platforms.

Responsibilities

• Oversee membership engagement activities and manage a team.
• Collaborate with internal teams to improve member experience.
• Analyze member feedback and CRM data for operational efficiency.

Skills

Communication

Customer Focus

Data Analysis

Collaboration

Conflict Resolution

Education

Bachelor's Degree

Tools

Microsoft 365

CRM platforms

Job description

WHO IS USA LACROSSE

USA Lacrosse, a non-profit organization, is the governing body of men’s and women’s lacrosse in the United States, leading the U.S. National Teams Program and establishing universal standards. With nearly 400,000 members, we provide national leadership, structure, and resources to fuel and unify the sport's growth and enrich the experience of its players, coaches, officials, parents, and program leaders.

USA Lacrosse believes a diverse team best positions our organization to fulfill its mission. We strive to attract and maintain a team of talented and dedicated professionals who represent the diverse nature of our membership and the national lacrosse community. We are committed to a team culture that ensures everyone feels welcomed, valued, and included.

Mission

As the governing body of lacrosse in the United States, USA Lacrosse fuels the growth, enriches the experience, and fields the best National Teams.

Core Values

• We Influence - Written and Verbal Communication
• We Serve - Customer Focused
• We Create & Innovate - Creativity
• We Collaborate - Peer Relationships
• We are Humble & Honest - Integrity and Trust
• We Embrace Individuality - Diversity
• We Have Fun – Work Hard and Play Hard

If this aligns with who you are and what you are looking for in an organization, keep reading.

POSITION SUMMARY

USA Lacrosse is looking for a Manager, Membership Operations to oversee the operational execution of all aspects of our membership engagement activities, including products, benefits, and services, while managing a team of Membership Coordinators and Member Experience Specialists dedicated to the support of USA Lacrosse’s members and programs. In this role you will get to partner with the VP, Membership & Regional Development while working alongside our dedicated Regional Development team and other departments throughout the organization to develop and deploy communications related to products and services to fuel the growth of lacrosse and enrich the experience, providing access for all. The Manager Membership Operations is critical in ensuring our team members who serve as the “face” of USA Lacrosse are equipped with the knowledge, attitude, and ability to provide support for issues and questions about membership and other areas such as programs, products, services, and events offered by USAL.

A Typical Day Looks Like…

Membership Operations & Experience

• Identifies common member concerns or process challenges and works with the team cross-functionally to address and improve the experience.
• Supports the execution of membership programs, products, and benefits that align with member needs and regional demographics.
• Collaborates with internal teams (i.e., Regional Development, Marketing, Member Experience) to help deliver clear and consistent communication of USAL’s member value proposition. This includes working with the Regional Development team on grassroot efforts.
• Manages daily operations of the Member Experience Specialist to ensure the support they provide to members and other constituents is thorough, accurate, timely, and professional.
• Partnering with the Member Experience Specialists, tracks member complaints and/or inquires and makes recommendations for changes/enhancements to existing member products and services. This includes making recommendations for workflow improvements/enhancements for an exceptional end-user experience.

Reporting & Analysis

• Assists in conducting surveys and gathering feedback from members to assess the value of existing benefits and identify opportunities for improvement.
• Helps monitor CRM data accuracy and contributes to reporting efforts using available tools (i.e., Power BI). This includes working with IT to identify and implement improvements to membership systems and digital tools.
• Analyzes and reports on service response time and trends, ensuring USAL is implementing the best strategy to optimize customer satisfaction and operational efficiency.

Leadership

• Manages day-to-day work of Membership Coordinators and Member Experience Specialists, providing guidance, resources, coaching, and performance management to ensure high-quality service delivery and appropriate accountability is maintained.
• Helps identify and implement process enhancements to allow the department to work efficiently and effectively.
• Supports a member-first team culture that values inclusion, accessibility, and exceptional service.

Is This You…

• Three (3) to five (5) years of experience in consumer/member services, loyalty programs, or product/business development, preferably in a customer-focused or membership-based organization.
• Proven ability to develop and implement strategies, programs, and products to drive membership growth, engagement, and retention.
• Experience building lifecycle strategies that enhance member experience across all consumer touchpoints.
• Data-driven mindset with experience analyzing trends to inform product, campaign, and member engagement decisions.
• Skilled in collaborating across teams to shape product and program strategies to deliver value and return on investment (ROI).
• Strong understanding of member needs with the ability to design and deliver compelling benefits and services.
• Proficient in Microsoft 365 (Word, Excel, Outlook, Teams, PowerPoint); familiarity with CRM platforms like Salesforce or similar tools.
• Highly organized with the ability to manage multiple priorities and synthesize data into actionable insights.
• Excellent interpersonal, verbal, and written communication skills; strong relationship-building and conflict-resolution capabilities.
• Comfortable working independently and collaboratively in a hybrid, fast-paced, “roll up your sleeves” environment.
• Professional demeanor with a strong work ethic and discretion in handling confidential information.
• Flexible schedule with the ability to travel and occasionally work evenings and weekends for events.
• Interest in learning about lacrosse and a passion for advancing the sport's growth and accessibility.
• Alignment with USA Lacrosse’s Mission, Vision, and Values to support our initiatives and organizational goals.

Expected Hours of Work

USA Lacrosse's core business hours are 8am to 8pm, Monday through Friday and 10am to 2pm on Saturday. This position is generally expected to work from 8:30am to 5pm, Monday through Friday. There may be occasional requirements for longer hours during the week and/or on weekends based on events and other business needs.

Compensation & Benefits Overview

The total compensation pay range (inclusive of base salary plus annual incentive pay potential) for this position is $60,000 to $71,500, commensurate with experience.

USA Lacrosse offers a competitive benefits package including, but not limited to:

• Medical, Dental, and Vision insurance, offering multiple options for Medical and Dental (eligible the first of the month following 30 days of employment).
• Company paid Life and AD&D at one times an employee’s annual salary up to $50,000 and company paid Long Term Disability (LTD) at one year of employment.
• 403(b) retirement plan (eligible immediately upon hire), including a 4% employer contribution at one year of employment.
• Generous PTO, company paid holidays, bereavement, jury duty, and parental and maternity leave.
• Additional voluntary insurance options, such as supplemental benefits through Colonial and Nationwide pet insurance.
• Discounts on USA Lacrosse merchandise.
• Free onsite gym at HQ office.
• Free parking.

Travel Requirements

Travel may be necessary up to 20% of the time (local, regional). Travel would involve the following mode(s) of travel: car, train, or air. Some out of area and overnight travel may be expected.

EEO Statement

USA Lacrosse is an Equal Opportunity Employer committed to providing an environment of mutual respect. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin/ancestry, age, disability, genetic information (including family medical history), political affiliation, military status, veteran status, or any other status/characteristic protected under federal, state, or local law. USA Lacrosse believes diversity and inclusion among our team is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.