Member Experience Strategist

tmc Remote Full-time 2024-09-23

Organizational Overview

Do you want to ensure that progressive organizations have access to the best possible data, technology, and technical expertise? We know movement organizing and advocacy are more urgent than ever and many organizations and activists cannot easily access the tools to scale their work. 

Launched in 2018, The Movement Cooperative (TMC) is a nonprofit founded with the aim of creating a cooperative community addressing these structural challenges. Currently, our membership stands at nearly 80 national member organizations, 13 state-based member organizations, and over 1400 affiliate member organizations covered under our licenses. We leverage the collective purchasing power of our membership to secure cooperatively held data and technology licenses shared across membership and invest in common infrastructure like technical staff to support our members in their work. TMC is a member cooperative — our board is primarily elected by and made up of representatives from our member organizations.

Position Overview

The Member Experience Strategist requires a highly passionate, community-oriented, organized and ambitious individual with a strong work ethic, strong people and project management skills. This position will report to the Director of Membership and will work closely across teams within TMC, as well as within the membership community.

Responsibilities

Account Management (70%)

  • Be the expert in a cohort of 20-25 member organizations – know the members’  issue areas, target demographics, strategic vision, and tactics
  • Act as a progressive political thought partner in helping members plan strategic goals and strengthen their programs
  • Be responsive on the TMC Slack space and ensure member and staff questions have been routed to the appropriate team/individual for resolution.  
  • Provide resources and connections for members to support their strategic plans  
  • Manage TMC’s internal ticketing system for open requests needing resolution and communicate with other teams to move those requests to completion. 
  • Support and navigate the membership cycle for your cohort of members from onboarding, active membership, renewals, and offboarding 
  • Identify and refine processes to help ensure that TMC members are supported throughout the membership lifecycle.
  • Facilitation, agenda creation and organizing of member meeting spaces 
  • Manage member feedback and surveying to help solve members’ needs through deep engagement, listening, and responsiveness, with excellence and community values centered in the work.
  • Project manage member projects to ensure scope and deliverables are meeting member expectations and goals 

Internal Work Streams (20%)

  • Update our internal systems with information about technical issues and useful discussions with members.
  • Lead and manage cross-functional meetings and pieces of the member life cycle across the organization.
  • Support in documentation and updating TMC’s Member Library and/or other learning platforms 
  • Support targeted communication and outreach needs
  • Take part in internal working groups to refine service provision, reduce member pain points, and build cross-team collaboration

Additional Scope (10%)

  • Support in-person events by driving membership outreach, identifying use cases/content and on the ground support as needed. 
  • Supporting the eXperience constellations and teammates as a whole. 

Qualifications

You will need the following strengths:

  • Experience engaging via Slack, Google Suite, Notion, and Zoom. 
  • Ability to learn emerging technologies and applying to lane of work
  • Strong customer service skills within member­-centered projects or membership communities, and/or working within federated or affiliate-structured organizations.
  • Experience with membership cycle; onboarding, offboarding, relationship maintenance  & renewals
  • Experience working with a team in a collaborative manner that supports growth and professional development.
  • Demonstrated record of flexibility, creativity, initiative and experience building positive working relationships with multiple stakeholders inside and outside of an organization. As well as experience building out processes to improve and streamline communication.
  • Experience supporting a community with a focus on diversity, equity and inclusion.
  • Able to provide strategic guidance around member program needs and supporting a project a plan to achieve member-specific goals
  • Use a frame of equity when communicating and working with TMC members in which all of our members feel represented, heard and received in the TMC space.
  • Represent and reflect the cooperative’s values through member relations in our virtual community, in communications and member convenings.
  • Knowledge of agile project management models
  • Promotes the highest dignity and care with accessibility at the core of our service with members and vendors, including language, auditory, visual, and learning justice tools. 

We especially encourage applications from people who have any of these additional qualifications:

  • Proficiency with the technology or data industry; bonus if that experience is with progressive technology and data landscape.
  • Managing best practices and usage of FreshDesk ticketing systems.
  • Background in progressive campaigns either election or issue-based. 
  • Experience working with any of TMC’s marketplace core offerings or civic engagement tools;
  • Interest in the progressive political landscape and evolving events
  • Have a helpful attitude and willingness to support members
  • Sense of humor, willingness to learn and leading with curiosity

Physical Requirements 

  • Prolonged periods of working on a computer

Location Requirements 

  • While TMC’s workplace is remote, we require staff members to reside in and work in the continental United States. 

Benefits

The Movement Cooperative is dedicated to providing all employees a competitive salary, world-class healthcare, dental and vision benefits, retirement, unlimited paid vacation and sick days, flexible holidays, and all-staff holidays, remote virtual office, paid parental and adoption family leaves, and health and wellness benefits. The salary for this position is $78,000. This is a full-time exempt position. 

This position is within a union-represented collective bargaining unit, and specific terms and conditions of employment may be subject to a future collective bargaining agreement between TMC and the Union.

Next Steps

Please submit your resume and a cover letter detailing why you are interested in this role and your qualifications, in PDF format.

Here’s what you can expect from our interview process: 

  • Application Review
  • Materials Submission
  • Panel Interview ~60 minutes
  • Final Interview ~30 minutes

Applications must be submitted by 6 pm ET on October 7, 2024.

We are looking to fill this position by mid-November.

 

The Movement Cooperative is an equal opportunity employer. 

The Movement Cooperative recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, gender, gender identity, sexual orientation, citizenship status, disability, age, veteran status, and other protected status as required by applicable law.

At The Movement Cooperative, we have a clear vision: to be the organization where a diverse mix of talented people want to be, to stay and do their best work. We pride ourselves on bringing the best to our members, and we know our organization runs on the hard work and dedication of our passionate and creative employees.