Manager, Member Engagement

The Association for Research in Vision and Ophthalmology, Inc. (ARVO) was founded in 1928 in Washington, DC by a group of 73 ophthalmologists.

The Association's membership today numbers about 10,000 and continues to grow. Some 45% of members reside in over 75 countries outside the U.S. The membership is multidisciplinary and consists of both clinical and basic researchers.

The ARVO Foundation for Eye Research, funds novel research, education, and outreach initiatives of ARVO. The mission is to serve as a global catalyst for innovation, workforce development, and collaboration in the field of vision research. Funds raised from corporate grants, fundraising events, and the generosity of ARVO members help to support the next generation of eye and vision researchers.

The Manager, Member Engagement plays a critical role in delivering exceptional customer service and fostering strong relationships with both internal and external stakeholders. Serving as the primary point of contact for member inquiries, this position is responsible for resolving issues, providing timely assistance, and ensuring a positive member experience. Key responsibilities include supporting member-related services, managing registration for meetings and events, and overseeing inquiries related to ARVO’s full range of products and services. The Manager will collaborate across departments to ensure seamless communication, consistency in service delivery, and proactive engagement that enhances member satisfaction and retention. This role requires a solutions-oriented approach, a strong customer service mindset, and the ability to lead improvements that support ARVO and the ARVO Foundation’s strategic goals.

Nature and Scope

This role reports directly to the Director, Marketing and Membership, delivering front-line customer support to ARVO members using various communication mechanisms. The Manager, Member Engagement, also contributes recommendations to improve department processes and strives to maintain a heightened awareness of the member perspective.

Duties and Responsibilities

Member Service Responsibilities:

• Leads front-line customer service support to members, including direct processing of inquiries related to meeting registrations, membership renewals and joins, product purchases, and other membership queries via phone, email, chat, and mail.
• Attends staff, department, and project meetings and proactively engages in customer experience sharing discussions. Helps identify customer pain points and provides resolutions as needed.
• Leads the development and maintenance of the Customer Service FAQs file on SharePoint.
• Continuously improves customer service experience by evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes.
• Work closely with other departments, such as meetings, IT, finance, journals, and education, to align member engagement efforts with overall organizational goals.
• Analyzes member behavior and trends, reports member feedback to senior leaders to implement outreach strategies and solutions, as appropriate.
• Maintain accurate member records in NetForum AMS system and proactively suggest changes, improvements, and maintenance, if needed.
• Supports ARVO members with their online experience, including account/profile management, membership applications, membership renewals, and collection of demographic information.Collaborates with other staff to develop and refine scripts to respond to phone calls as well as email template responses to address current needs.
• May perform additional duties as assigned to support the organization.

Meetings Registration

• Assists with on-site registration at the ARVO Annual Meeting: supervising staff and temporary help, processing registrations, and providing customer service
• Works with staff on the Meetings and IT teams to execute events registration, including exhibitor registration, in addition to planning and development of advance registration and onsite logistics

Finance

• Manages and processes cancellations, credits, and refunds for membership, registration, and product purchases. Resolves credit card chargeback disputes.
• Assists Finance Department with membership and event registration revenue reporting for audit purposes.

Qualifications

• Associate or bachelor’s degree, preferred
• Minimum of 4 years of customer service experience in an association or similar environment
• Experience with automated ticketing and online chat systems
• Strong attention to detail and ability to multitask
• Positive customer service-oriented attitude and willingness to resolve customer issues
• Strong written and verbal communication skills required
• Strong knowledge and experience with MS Office suite
• Experience with membership databases, such as NetForum, is required
• Ability to work independently and in a team environment
• Must be available for travel for up to 2 weeks per year to support ARVO’s Annual Meeting

ARVO is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Job Type: Full-time

Pay: $82,000.00 - $87,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote