Vice President of Member Experience

Position Summary
The Vice President of Member Experience plays a central leadership role in ensuring a high-quality, consistent member experience across all front-line interactions. This role oversees and supports the Member Services team and Communications and Events team members to deliver responsive, accurate, and professional service aligned with organizational values and standards. As both a coach and operations lead, the manager creates resilient systems, monitors workflows, ensures compliance, and drives continuous improvement in service delivery in the major ways that Association Members and MLS Subscribers and Participants interact with the Tucson Association of REALTORS®, MLS of Southern Arizona, and Tucson REALTORS® Charitable Foundation.

The ideal candidate is a proactive leader who fosters a supportive team culture, balances operational efficiency with human-centered service, and models excellence in communication, professionalism, integrity, adaptability and a relentless drive for process that improve accuracy and efficiency.

Core Responsibilities

Team Leadership & Service Oversight

• Lead, coach, and support the Member Services team to achieve service excellence and individual development goals.
• Set clear expectations for staff performance based on position guidelines and member service standards.
• Monitor and evaluate task turnaround times and quality, creates effective and resilient systems for new member applications, board of choice changes, Supra Keybox program, and members’ experience with communications and events.
• Ensures a high-level customer service experience and support during peak times, absences, or events.
• Promotes a collaborative, member-focused, team-oriented environment with a focus on accountability, learning, and professionalism.
• Serves as a backup to Member Services, communications, and event staff during high-volume periods.
• Troubleshoots and Solves Problems at a high level.

Training, Onboarding & Development

• Develop and implement onboarding programs for new Member Services team members, ensuring comprehensive introduction to systems, procedures, and service standards.
• Provide ongoing coaching, professional development opportunities, and performance feedback to support team growth and excellence.
• Oversees member compliance with Code of Ethics and Fair Housing training requirements as required by the National Association of REALTORS®.

Administrative & Operational Management

• Maintain and update SOPs for all key service functions; identify and implement process improvements.
• Works with Communications team to coordinate the distribution of member notifications and compliance reminders (e.g., dues, certifications).
• Oversee office supply ordering, Lockbox supply management and Member Store inventory management.
• Utilize proprietary Association Management System (AMS) software to manage membership records, process transactions, and generate reports.
• Conduct regular audits of membership records and supporting databases to ensure compliance with eligibility criteria, data accuracy, and adherence to Association policies.
• Ensures tidy and organized spaces in the Member Lounge, member services area, and REALTOR® Store.

Cross-Department Collaboration

• Partner and liaise with key departments and staff to ensure alignment and administration of member-facing initiatives, including Professional Development/Education learning opportunities.
• Prepare and deliver reports on service metrics, member compliance, and staff performance trends.
• Prepare and deliver reports on communications and events metrics and trends.
• Represent the Member Services team in strategic discussions with service providers and Association leadership.

Key Competencies

• Strong professionalism, service oriented, and conflict resolution skills
• Ability to coach and empower team members to optimal outcomes with empathy and clarity
• High attention to detail in a fast-paced environment
• Strong Troubleshooting and Problem-Solving Skills.
• Solution-oriented thinking and initiative-taking
• Excellent written and verbal communication
• Strong systematic, organizational and time management abilities

Required Qualifications

• Minimum of 5 years in customer/member service (association, Real Estate, Non-Profit, Not-for Profit, membership organization or regulatory setting preferred)
• Proven experience with proprietary Client Relationship Management (CRM) or Association Management Systems (AMS) or related membership databases
• Strong professional demeanor and customer service etiquette on the phone, via email, and in-person.
• Demonstrated ability to conduct detailed membership audits to ensure data integrity, compliance, and accurate reporting
• At least 3 years of staff supervision or training experience
• At least 3 years of experience planning or supporting events
• At least 3 years of experience writing or editing communications.
• Demonstrated proficiency in Microsoft Outlook, office systems, cloud-based applications

Work Environment & Physical Requirements

This full-time role operates in a professional office setting using standard office equipment. Occasional standing or use of step stools may be required (e.g., during supply restocking or testing support). Must be able to lift 30 lbs. Occasional travel may be required.

Evaluation & Performance Measures

Performance is evaluated annually based on key results, staff development progress, service quality indicators, and training delivery effectiveness. Evaluations are conducted by the Chief Executive Officer.

Disclaimer

This job description is not exhaustive and may evolve based on organizational needs. It does not constitute a contract for employment.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $75,000 - $95,000