The National PACE Association (NPA) provides leadership and support for the growth, innovation, quality and success of the PACE model of care. PACE is a program that allows older adults who need nursing home care to continue living in their homes as long as possible. 

Our vision is for the PACE model of care to be recognized among consumers, health care providers and government leaders as the most innovative, accessible, valuable and effective model of care promoting the highest level of independence for individuals with significant health care needs.

NPA is currently seeking a Senior Manager, Membership. 

The Senior Manager, Membership plays a pivotal role in advancing the mission of the National PACE Association by facilitating the Association's ability to provide optimal support to its members, enabling them to better serve their participants and uphold the PACE model of care.

Responsible for the execution of a cohesive member strategy, the Senior Manager, oversees the entire membership life cycle and the day-to-day operations of the membership function.  

Collaborating with NPA staff, members, and stakeholders, the Senior Manager helps ensure that member-service remains at the forefront of all member interactions, initiatives and decision-making processes.

This role champions innovation and continuous improvement, driving initiatives to enhance the member experience across all touchpoints. Additionally, the Senior Manager leverages technology to streamline processes and maximize member satisfaction.

Position Responsibilities

  • Frequently interact with members and mine feedback channels to understand their needs and ensure they receive value from participating in NPA and translate that to internal staff strategy and planning discussions, always serving as the voice of the member experience.
  • Monitor interactions and feedback to suggest interventions to help assure the Association is adequately responding to complaints, concerns, and suggestions for improvement, as well as proactively identifying issues before they arise and taking action when needed.
  • Ensures the success of digital transformation projects to ensure the member experience across member-facing platforms is consistent and positive, and as friction-free as possible.
  • Identify and maintain metrics and key performance indicators related to membership growth, engagement, and retention, including overseeing the building of dashboards, other visualizations, and reports.
  • Serve as organization's subject matter expert on membership technology platforms and oversee the success of integrations to ensure all work as seamlessly as possible for a comprehensive member experience ecosystem.
  • Support staff SMEs for individual platforms and serve as point of escalation for troubleshooting, including bringing in outside expertise and support as needed through vendors and contractors. 
  • Collaborate with staff to improve the collection, analysis, reporting, and use of member data to support their and the organization's goals.
  • Collaborate with the Senior Director of Membership to implement membership strategies that align with the department workplans and goals and NCA's Strategic Plan. 
  • Serve as the primary liaison for members, ensuring effective communication and engagement through tailored outreach and support.
  • Oversee the annual membership renewal process, crafting renewal communications, responding to member inquiries, and monitoring key metrics.
  • Lead member onboarding to familiarize new members with programs and services while tracking their engagement throughout the first year.
  • Track and analyze data from outreach activities to identify trends that are critical to refining recruitment and retention strategies.
  • Support additional activities aligned with NPA's mission to strengthen member engagement and retention.

 

Knowledge, Skills, and Abilities

  • Passion for the organization’s mission
  • Excellent member care skills
    Exceptional analytical, organizational, technical, and problem-solving skills
  • Flexibility, interest in and capacity to work across a broad range of activities
  • Strong project management skills to coordinate multiple activities and meet tight deadlines, while maintaining attention to detail
  • Excellent oral, written and listening communication skills
  • Collaborative team player who can work cooperatively with a wide variety of internal and external constituencies, including members
  • Advanced skills in membership-facing technology platforms, with the ability to translate overall goals down into the details of execution

 

Requirements

Education

  • Bachelor’s degree in business or public administration, marketing, or a related field (or equivalent experience)
  • Master’s preferred

Experience

  • 3+ years’ applicable nonprofit association membership management experience, required
  • Marketing, communications, data analytics and technology experience, preferred
  • Direct knowledge of PACE model of care and PACE members, desirable

 

Working Conditions 
Small, fast-paced team working remotely. Normal sitting and standing activities for an office environment. Use of headphones and computers for extended periods of time. Utilize equipment and communication technologies for virtual meetings and events. Requires general mobility to move through off-site conference venues. Ability to lift 25 pounds and walk and stand for long periods during conferences and meetings.  The ability to travel locally and to other cities for meetings and conferences, approximately 5 times a year. 

 

Due to the large volume of resumes expected to be received, only those candidates selected for an interview will be contacted. If you need assistance or accommodations submitting your application materials, please contact us at hiring@npaonline.org.

 

NPA is an Equal Opportunity Employer

NPA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We strongly encourage applicants from underrepresented groups to apply.

This position has been filled.