Member Services Business Partner

The Member Services Business Partner (MSBP) is a strategic leader responsible for driving the performance development and engagement of the Member Services team for a specific product line within our membership organization. You will ensure your team consistently delivers exceptional member experiences while meeting performance metrics and you will partner with the product line (portfolio) owner to identify risks highlight successes and make data-driven decisions to advance the business.

This role requires a balance of operational expertise people management and strategic insight - the MSBP must motivate and develop direct reports address performance and talent challenges and hold the product line accountable for reaching individual group goals in partnership with the product line owner.

Key Responsibilities

Team Leadership & People Management

• Lead coach and develop a team of 710 Member Services Associates.
• Motivate and hold direct reports accountable for performance while maintaining strong professional relationships.
• Address conflicts and performance issues promptly and constructively.
• Identify growth opportunities and facilitate development for associates.
• Foster collaboration engagement and a positive team culture.

Operational & Member Services Oversight

• Ensure the team delivers world-class member support across onboarding engagement satisfaction and retention.
• Partner with the product line owner to bring visibility to operational improvements implement best practices and build dashboards.
• Support onboarding and training of new hires to ensure successful integration onto the team.
• Serve as the go-to resource for MSAs and GLs in the product line ensuring timely professional and proactive service.
• Monitor metrics and member engagement to flag risks highlight bright spots and recommend solutions.
• Oversee account management processes including renewals CRM administration and member communications.

Strategic Partnership & Decision Making

• Act as the operations subject-matter expert for the assigned product line.
• Partner with the product line owner to make talent operational and strategic decisions.
• Communicate insights and recommendations clearly across internal stakeholders.
• Use data and insights to make proactive solution-oriented decisions.

Special Projects & Continuous Improvement

• Lead or support initiatives to enhance the Member Services function.
• Identify implement and ensure successful adoption of process improvements to optimize operational efficiency and member experience.

Skills & Qualifications

• 5 years of relevant experience including prior leadership or people management experience.
• Strong operational acumen with ability to analyze metrics and make data-driven decisions.
• Exceptional interpersonal communication and stakeholder management skills.
• Ability to motivate develop and hold a team accountable while maintaining strong relationships.
• Member-focused mindset with commitment to excellence.
• Strong project management organizational and problem-solving skills.
• Comfort operating in a fast-paced dynamic environment with multiple priorities.

Core Competencies & Behaviors

• Leadership: Inspires motivates and drives results; fosters trust and accountability.
• Collaboration: Builds strong relationships and promotes shared understanding of goals.
• Analytical Thinking: Uses data to inform decisions and proactively address challenges.
• Solutions-Oriented: Acts decisively and proposes actionable strategies.
• Communication: Clearly conveys information and adapts messaging for diverse audiences.
• Business Acumen: Balances operational priorities with strategic objectives.
• Curiosity: Seeks understanding for the how and why in pursuit of making it better.

Success Measures

• Team meets or exceeds performance metrics consistently.
• High member engagement satisfaction and retention.
• Risks and opportunities in the product line are proactively addressed with a solutions based mindset.
• Direct reports are engaged high-performing and motivated.
• Effective partnership with product line owner and cross-functional stakeholders drives operational and strategic improvements.