Member Experience Manager

🕒 September 10

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $100k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 0%

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AORN

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1954

🏥 Healthcare

🤝 Non-profit

📚 Education

Healthcare • Non-profit • Education

AORN is the Association of periOperative Registered Nurses, a non-profit professional membership organization that establishes evidence-based guidelines for perioperative practice, provides continuing education and training for OR nurses and surgical leaders, and advocates for safe surgery and high-quality perioperative care. AORN operates conferences, e-learning programs, facility subscription tools, and vendor partnership opportunities to support nurses, facilities, and medical device companies in implementing standardized perioperative practices.

📋 Description

• Champion a deeply customer-centric approach across the entire member lifecycle, from joining and onboarding through benefit access, engagement, renewal, and ongoing participation • Work with Marketing to gather, collect, and organize association industry and membership-growth trend data for various age groups • Design, map, and maintain current- and future-state member journeys across priority touchpoints • Gather and synthesize member feedback, behavioral data, service trends, direct listening, usability findings, journey research, and market insights • Identify unmet needs, friction, and opportunities to improve the member experience • Collaborate with Marketing to translate market and consumer insights into experience requirements and practical recommendations • Work cross-departmentally with functional owners to implement improvements across digital platforms, communications, programs, community opportunities, customer service, and in-person events • Own and map post-join and post-renewal orientation journeys • Define journey purpose, sequence, audiences, and touchpoints; partner with Marketing on content strategy, email, and collateral execution • Monitor onboarding engagement and feedback to identify improvement opportunities • Own and oversee the renewal journey across email, direct mail reminders, outbound calls, auto-renewal, and digital renewal touchpoints • Define renewal journey strategy, audiences, timing, sequence, touchpoints, and experience requirements • Partner with Marketing and Experience Services on renewal content, collateral, outbound call campaigns, and direct mail execution • Monitor renewal performance, member feedback, and service trends across channels; coordinate improvements with functional owners • Perform other duties as assigned

🎯 Requirements

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience • 6+ years of experience in subscription-based services, membership programs, customer experience, lifecycle management, retention, or a related area • Experience coordinating multifaceted programs involving several departments and contributors • Experience evaluating and improving customer or member journeys across digital and in-person channels • Ability to interpret member, customer, engagement, or retention data and translate findings into practical recommendations • Strong project management, organizational, and follow-through skills • Excellent written, verbal, and interpersonal communication skills • Ability to translate strategy into clear requirements, coordinate cross-functional execution, and monitor results • Working knowledge of modern consumer experience practices, including accessibility, personalization, journey mapping, feedback collection, and digital usability • Familiarity with CRM, subscription management, membership management, or customer data platforms and audience segmentation • Commitment to customer centricity, customer satisfaction, and advocating for the member throughout the full lifecycle • Strong ability to translate market, consumer, and member insights into clear experience requirements and actionable cross-functional improvements • Strong collaboration and relationship-building skills, with ability to unite colleagues across departments and influence without direct authority • Ability to balance strategic priorities with detailed coordination and follow-through • Ability to demonstrate and hold others accountable for organizational values of Innovation, Communication, Quality, Diversity, Equity and inclusion, and Achievement • Ability to travel as needed in support of department and Association initiatives

🏖️ Benefits

• Health insurance package options including HDHP and PPO plans • Dental and vision coverage • Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options • Employer-paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage • Voluntary Life Insurance options including critical illness and accident insurance • 401(k) plan with immediate vesting • Pet insurance • Udemy Learning • Paid time off and 10 paid holidays per year • Paid sick time • Paid parental leave • Free subscription to Calm • Up to 8 hours of paid volunteer time • Employee Assistance Programs • Staff Incentive Bonus • Remote work • Travel less than 25%