Manager, Member Services

Job Details

Description

Why you will love working at Maola:

• Built on over a century of dedication, Maola is always looking ahead—investing in our people, strengthening our communities, and securing fresh, local dairy for the future.
• Join a farmer-owned cooperative rooted in integrity, sustainability, and a passion for providing fresh, high-quality Maola dairy products.
• We prioritize your well-being with competitive pay and a comprehensive benefits package, including Medical, Dental, Vision, 401(k) with employer match, Life Insurance, paid time off, and more—available within your first month.
• Our employees are an integral part of who we are — what you do and what you think matters.
  
  

Summary

Provides strategic leadership and daily oversight of Member Services Field Representatives within a designated region. Manages a select group of member farms directly, ensuring consistent delivery of support and services. Drives member engagement, procurement, quality, and sustainability initiatives. Collaborates cross-functionally with Milk Marketing, Sustainability, and Dispatch teams to support a reliable and aligned milk supply. Builds and maintains strong relationships with members, haulers, and key partners while leveraging systems such as Salesforce for data-driven decision-making.

Essential Duties And Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership & Team Management

• Leads, coaches, and develops the Member Services field team with clear strategic objectives and performance goals.
• Communicates vision and expectations consistently; monitors progress and provides feedback and accountability.
• Collaborates with executive leadership to align departmental activities with cooperative-wide goals.
  
  

Member Engagement

• Serves as a key liaison between Maola and its farmer-owners through meetings, leadership events, and direct member contact.
• Builds a positive, trusted environment for member communication and feedback.
• Identifies new service opportunities and communicates member needs to leadership.
  
  

Membership Procurement & Retention

• Understands local competitive dynamics, membership cultures, and guides the team to meet strategic procurement goals.
• Promotes the cooperative model, articulating its value to both current and prospective members.
• Supports member investments that align with Maola’s growth objectives.
  
  

Milk Quality & Sustainability

• Leads regulatory compliance efforts (e.g., PMO updates, BTU ratings) and ensures consistent quality standards.
• Coordinates with Quality and Sustainability teams to integrate programs on farms and resolve issues.
• Supports continuous improvement in animal care, milk quality, and environmental stewardship.
  
  

Industry Involvement

• Represents Maola at regional industry meetings and events.
• Keeps internal stakeholders informed of trends and challenges impacting the cooperative and its members.
  
  

Basic Requirements

• At least bachelor’s degree required; degree in Agriculture, Dairy Science, or related field preferred.
• At least 5 years of experience in agriculture/dairy, with at least 2 years in a leadership or supervisory role.
• At least 3 years of experience using Microsoft Office Products and CRM platforms (e.g., Salesforce).
• Knowledge of analysis and reporting tools.
• Knowledge of the Pasteurized Milk Ordinance (PMO) as it relates to raw milk quality.
• Knowledge of Interstate Milk Shippers (IMS) Program.
• Knowledge of relevant regulations, biosecurity measures, and industry standards preferred.
• Valid driver’s license required.
• Certified Dairy Farm Inspector License or able to obtain (where required).
  
  

Competencies

• Communication
• Communicate clearly and effectively through multiple channels – oral, written, visual, and non-verbal – ensuring our messages are understood and delivered appropriately, whether in-person or digitally.
• Accountability
• Take responsibility for actions and anticipate challenges before they arise.
• Solve problems both within and outside of departments, proactively addressing issues as they occur.
• Customer Focused
• Prioritize understanding and meeting both internal and external customer needs.
• Ensure high levels of satisfaction and loyalty by anticipating customer requirements and striving for exceptional service.
• Initiative
• Proactive in identifying opportunities and addressing potential threats.
• Act independently and decisively, rather than waiting for situations to demand action.
• Problem-Solving
• Possess the ability to identify and address complex issues with minimal guidance.
• Skilled at analyzing challenges and finding practical, effective solutions.
• Collaboration
• Take responsibility for deliverables while also supporting others to ensure that collective goals are met.
• Able to work harmoniously with others toward a common goal, recognizing and valuing each person’s contributions, is fundamental to successful collaboration.
  

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, and toxic or caustic chemicals. The noise level in the work environment is usually moderate. Travel required within assigned territory and occasionally outside the region.

Maola Local Dairies is a farmer-owned cooperative sustainably producing a full suite of nutritious dairy products. Maola processes milk, cream, butter, and dry milk powders through our network of six dairy processing plants. With a keen eye on quality, freshness, and love for the environment, Maola delivers dairy products that are both nutritious and sustainable to our local communities. For more information about Maola, please visit www.maolamilk.com.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.