Position Summary:
The Manager, Member & Audience Services leads APMG’s frontline service team — the primary point of contact for members, listeners, and audiences regionally and nationally. This role ensures that all interactions (calls, emails, tours, chats and other touchpoints) deliver exceptional service, deepen audience relationships, and reinforce APMG’s mission.
Expected Compensation Range: $90,000 - $100,000 USD annualized. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity.
Work Location: Hybrid, St. Paul, MN
Application Process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Application Deadline: Until filled.
Success in this role is measured by clear service KPIs, including:
- Maintaining an average first response time within a 72-hour SLA for member and audience inquiries.
- Meeting or exceeding case resolution time targets.
- Driving continuous improvement by surfacing insights from audience interactions that inform membership, fundraising, and digital engagement strategies.
As part of the Marketing Automation function, the manager brings strong technical fluency — understanding CRM systems, case management, and data flows — to streamline operations, integrate with automation platforms, and ensure that every interaction contributes to stronger relationships and organizational growth.
Position Responsibilities:
Audience Engagement & Service Excellence
- Oversee daily operations of the Member & Audience Services team, ensuring timely, accurate, and empathetic responses to inquiries.
- Monitor performance against established service-level agreements (72-hour response time), CSAT scores, and case resolution benchmarks.
- Develop and implement service standards, quality assurance processes, and escalation procedures.
- Identify trends in member/audience feedback and proactively recommend improvements to content, membership, and digital engagement strategies.
Technology, Data & Workflow Integration
- Partner closely with the Director of Marketing Automation to align service operations with CRM, automation platforms, and data pipelines.
- Serve as the operational lead for case management systems and phone systems.
- Produce and share regular KPI reports on SLA compliance, case resolution rates, and revenue generation.
- Leverage data insights to streamline workflows and improve service delivery.
Team Leadership & Development
- Directly manage 3–6 Member & Audience Services representatives.
- Recruit, train, mentor, and evaluate team members; create a supportive environment that fosters growth and accountability.
- Provide coaching and professional development opportunities, encouraging continuous learning and improvement.
Cross-Department Collaboration
- Collaborate with Membership, Development, Marketing, and Programming to ensure the “voice of the member and audience” informs organizational decisions.
- Collaborate cross functionally with production teams to troubleshoot on-air and digital challenges.
- Represent the “voice of the member and audience” in internal planning and strategy discussions.
Required Education and Experience:
- B.A./B.S. in communications, marketing, project management, or related discipline, or equivalent work experience.
- 10+ years in customer service, membership, or audience engagement roles, ideally in nonprofit, media, or mission-driven organizations.
- 5+ years of proven leadership and team management experience.
- Demonstrated experience with CRM systems, SaaS tools, case management, and telephony systems.
Required Skills, Knowledge and Abilities:
- Deep understanding of customer interaction workflows, case management, and service operations.
- Tech savvy with strong understanding of how data moves across systems and how to leverage it for efficiency and insights.
- Strong analytical, organizational, and project management skills.
- Excellent interpersonal and written communication skills.
- Proven ability to balance strategic leadership with hands-on operational execution.
- Commitment to diversity, equity, and inclusion in service delivery.
- Enthusiasm for APMG’s mission and portfolio of programs.
Reporting to this Position:
- Member and Audience Services Representatives
Physical Demands and Working Conditions:
- Must be able to perform the essential duties of the position with or without reasonable accommodation.
- Ability to manage some work outside of standard office hours as needed.
- Physical Demands:
- Required to move about in an office environment and sit for extended periods of time
- Required to move about in the community
- Frequent use of hands for data entry/keystrokes and simple grasping
- Working Conditions:
APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.
