Director, Member Experience (Project Management)

WHY JOIN AGU?

Our employees are our most valuable assets! You will feel welcomed and supported from the moment you join our team, and you will take part in strengthening and evolving our workplace culture.
We offer work-life balance and innovative benefits.

• Work-life balance: remote-first organization, flexible work hours, unlimited PTO, Summer Fridays off, paid holidays, military leave.
• Benefits: Medical, dental, vision, life Insurance, disability coverage, employee assistance program, wellness, tuition reimbursement, 403(b) plan, FSA, HSA, theft protection, professional development, Work Pal, Parental leave, and much more.

WHO WE ARE?

The American Geophysical Union (AGU) supports a global community of more than half a million professionals and advocates in the Earth and space sciences.
Through broad and inclusive partnerships, AGU aims to advance discovery and solution science that accelerates knowledge and creates solutions that are ethical, unbiased, and respectful of communities and their values. Our programs include serving as a scholarly publisher, convening virtual and in-person events, and providing career support. We live our values in everything we do, such as our net-zero energy renovated building in Washington, D.C., and our Ethics and Equity Center, which fosters a diverse and inclusive geoscience community to ensure responsible conduct.

This is an exciting time to work at AGU. Every day we approach our work with a sense of purpose, and we look for others who share that passion and desire for a career with impact.

WHO YOU ARE?

The Director, Member Experience is key in helping AGU accomplish its mission of promoting discovery in Earth and Space science for the benefit of humanity by being both strategic and operational in focus. 

Reporting to the VP, Affiliation, Engagement and Membership, the Director, Member Experience is a key player in shaping the journey of our members.  Your mission?  Make every interaction memorable and impactful.  This role is perfect for those who understand the power of a customer-centric approach and can translate it into a top-notch user experience.

WHAT YOU WILL DO?

• Develop and implement a comprehensive member experience strategy in support of the membership growth roadmap that aligns with AGU's organizational objectives.
• Create and assess member satisfaction metrics and tracking systems.
• Collaborate with other departments such as Digital Innovations (DI), Project Management Office (PMO), Strategic Communications and Marketing (SCM) and others to ensure a consistent member experience across AGU.
• Oversee the member services team, ensuring they deliver exceptional customer service and resolve escalated member issues.
• Report to senior management on the effectiveness of member experience strategies.
• Analyze and synthesize market trends and member feedback to provide insights for business decisions.
• Create and monitor budgets related to member experience initiatives.

WHAT YOU WILL BRING?

• 10+ years of related work experience with a bachelor's degree in business administration, marketing, or relevant field.
• Proven work experience as a Customer Experience Director or similar role.
• Change management experience preferred.
• Experience testing hypotheses and overseeing customer value experiments.
• History of working in a matrix environment a plus.
• Subject matter expertise related to customer experience design and journey mapping.
• Prior experience in the for-profit sector is desirable, bringing unique perspectives and valuable insights to the role.
• Professional communication skills and the ability to communicate easily and effectively with scientists and researchers, AGU staff, and high-level officials in both public and private settings.
• Knowledge of measuring work performance and implementing improvement strategies to achieve greater success.
• Confidence and motivation to operate with independence and to take part in senior leadership efforts as needed.
• Mentoring skills: demonstrated track record of training, coaching and developing staff.
• Must be capable of exercising discretion on both internal and external confidential matters.
• Organizational skills, as well as attention to detail and ability to manage complexity. 
• Ability to multitask under pressing deadlines.
• Proficiency with Microsoft suite of products, including Word, Excel, PowerPoint, Outlook, Teams as well as Adobe Creative Suite.

AGU ESSENTIAL VALUES

• Accountability: Own it.
• Excellence: Give your all.
• Member & Customer Service: Members & Customers first.
• Teamwork: Together everyone achieves more.
• Respect: Earn it and give it.
• Integrity: Do the right thing.

HIRING SPECIFICS

• We understand that it is unrealistic for candidates to fulfill 100% of the criteria listed in a job posting. However, we encourage you to apply if you meet the majority of the requirements because we know that skills evolve. If you are willing to learn and evolve alongside us, join our team!
• The pay range for this position is based on several factors, including experience. We typically do not hire over the middle of our range (Min.105K, Mid. 140K, Max 175K)

• Full Time, Exempt, remote position in many US states. (We are NOT hiring in WA, OR and CA for now)

• AGU will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

• Work Authorization: We will not sponsor applicants for work visas in the US.
• AGU is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

• EOE/M/F/Vet/Disabled

QUALIFICATIONS:  

• Subject matter expertise related to customer experience design and journey mapping.
• Prior experience in the for-profit sector is desirable, bringing unique perspectives and valuable insights to the role.
• Professional communication skills and the ability to communicate easily and effectively with scientists and researchers, AGU staff and high-level officials in both public and private settings.
• Knowledge of measuring work performance and implementing improvement strategies to achieve greater success.
• Confidence and motivation to operate with independence and to take part in senior leadership efforts as needed.
• Mentoring skills: demonstrated track record of training, coaching and developing staff.
• Must be capable of exercising discretion on both internal and external confidential matters.
• Organizational skills, as well as attention to detail and ability to manage complexity. 
• Ability to multitask under pressing deadlines.
• Proficiency with Microsoft suite of products, including Word, Excel, PowerPoint, Outlook, Teams as well as Adobe Creative Suite.

EXPERIENCE:

• 10+ years related work experience with a bachelor's degree in business administration, marketing or relevant field.

• Proven work experience as a Customer Experience Director or similar role.
• Change management experience preferred.
• Experience testing hypotheses and overseeing customer value experiments.
• History of working in a matrix environment a plus.

AGU ESSENTIAL VALUES

• Accountability: Own it.
• Excellence: Give your all.
• Member & Customer Service: Members & Customers first.
• Teamwork: Together everyone achieves more.
• Respect-Earn it and give it.
• Integrity- Do the right thing.

HIRING SPECIFICATIONS:

• We understand that it is unrealistic for candidates to fulfill 100% of the criteria listed in

a job posting. However, we encourage you to apply if you meet the majority of the

requirements because we know that skills evolve. If you are willing to learn and evolve

alongside us, join our team!

• Full Time, Exempt, remote position in many US states. (We are NOT hiring in WA, OR

and CA for now)

• AGU will make reasonable accommodations in compliance with the Americans with

Disabilities Act of 1990.

• Work Authorization: We will not sponsor applicants for work visas in the US.
• AGU is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans,

and individuals with disabilities are encouraged to apply.

• EOE/M/F/Vet/Disabled