Hybrid Member Relations and Operations Specialist

at Massachusetts Technology Collaborative

• Job title: Member Relations and Operations Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Westborough, United States

About the role

• Member Relations and Operations Specialist managing daily data and member experience for the NEMC Hub. Ensuring operational efficiency and community engagement for the Massachusetts Technology Collaborative.

Responsibilities

• Serve as a primary point of contact for member inquiries, ensuring high-quality customer service and timely, accurate information.
• Act as the front-line troubleshooter for members, resolving issues related to Portal access, forgotten credentials, and technical usage to ensure a frictionless digital experience.
• Develop, coordinate, and deploy professional member communications (e.g., newsletters, alerts, announcements) via the Member Portal and other channels.
• Lead the logistical coordination and execution of member-focused events and meetings, including meeting planning, vendor communication, on-site assistance, and follow-up.
• Proactively identify and implement operational suggestions for an overall better member experience across all touchpoints (communications, events, and portal usage).
• Own the day-to-day operations and maintenance of the Member Management Software and the Member Portal, acting as the primary system administrator.
• Ensure the integrity and accuracy of all member data (e.g., contact information, activity tracking) across the platform and integrated systems, facilitating reliable reporting and key metrics tracking.
• Manage and optimize the new member approval and onboarding lifecycle, ensuring a seamless and positive transition into the community.
• Implement and enforce efficient data management processes to maintain clean and organized records.
• Manage and troubleshoot the ongoing functionality and user experience of the Member Portal.
• Collaborate directly with NEMC leadership on strategic portal enhancements, managing the implementation of incremental changes based on member needs.
• Support the integration of APIs and other third-party tools with the Member Management Software platform and Member Portal to enhance service delivery.
• Develop and maintain comprehensive user guides, training materials, and FAQs for the portal community.
• Develop and maintain reporting dashboards (e.g., membership retention, event attendance, portal usage) for the Senior Manager, ensuring the presentation of clean, curated metrics.
• Utilize and maintain grant management software to support divisional grant programs, focusing on accurate data tracking of member and other applicant activities related to grants.
• Provide high-level administrative and organizational support to the NEMC management team, leveraging expertise in data systems, reporting, and project coordination.

Requirements

• 3+ years of experience in member management, community relations, or association operations, demonstrating a trajectory toward increased responsibility.
• Demonstrated proficiency and hands-on administrative experience with Member Management Software or CRM systems with a proven ability to extract, interpret, and curate system-based performance metrics.
• Strong understanding of member portal functionalities, user experience best practices, and basic data architecture principles.
• Excellent organizational and project management skills, with a proven ability to independently manage multiple tasks and deadlines effectively.
• Strong experience with data management, cleaning, and organization, including the preparation and curation of data for reporting and analytical purposes.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office 365 tools.
• Familiarity with grant management processes and/or database management tools (e.g., Airtable) is a plus.
• Ability to work independently, take ownership of tasks, and collaborate as part of a team.
• Ability to travel to off-site events often not accessible by public transportation.

Benefits

• MassTech offers a hybrid work schedule and a competitive total rewards package.