The District of Columbia Bar has an immediate opening for a Manager, Member Services (MMS) in the Membership department within the Operations Division. The MMS is responsible for managing the day-to-day operations of the Bar’s Membership department. This role ensures that Bar members are achieving a desired service experience. This position is the primary point of contact for law firms. The MMS has three direct reports and seasonal staff. This position reports to the Associate Director, Membership (ADM).
ESSENTIAL DUTIES AND RESPONSIBILITIES
Supervises and provides coaching and mentoring to direct reports and seasonal staff.
Identifies service environment enhancements related to technology, processes and policies.
Advocates for the transformation to a self or fully automated Membership department.
Implements and administers membership policies, procedures and systems including the maintenance, physical security and retention of all membership records.
Coordinates with Enterprise Solutions to ensure the Association Management System (AMS) is operating efficiently and optimally.
Ensures data integrity through consistent monitoring and oversight of all information that is entered in the AMS. Utilizes data hygiene best practices to keep the database accurate and up-to-date.
Resolves escalated customer service issues and engages the appropriate Bar staff to develop corrective and proactive solutions to member issues.
Partners with members of other Bar teams in support of ad hoc or standing service experience related initiatives.
Designs and launches a quality assurance program to assess adherence to Bar standards, business rules and key performance indicators.
Analyzes results and trends to make appropriate recommendations, implements changes and continually improves processes.
Responds appropriately to subpoenas for membership information.
OTHER DUTIES AND RESPONSIBILITIES
Performs other duties as assigned.
BA/BS degree from an accredited university with a minimum of four years of relevant work experience. Experience working in a membership association preferred.
Relevant management experience required.
Must have a commitment to delivering superior customer service.
Strong analytical and problem solving skills. Excellent verbal and written communication skills.
Ability to multi-task, be detail oriented and deadline driven and able to work well under pressure.
Must work well in a team environment and able to interact with Bar members, volunteers, vendors, the public and staff.
Must be able to set and manage multiple priorities with minimal supervision.
Ability to handle and maintain the confidentiality of highly sensitive information.
Under the Bar’s compensation structure, this position is in the Membership Job Family at the Manager Level. This is an exempt position. Salary is commensurate with experience. The D.C. Bar has an excellent benefits package.
This is not an attempt to list all the essential functions of this position. It is recognized that job duties may change over time, based on the Bar’s needs.
The District of Columbia Bar is an Equal Opportunity Employer.
The District of Columbia Bar, created by the D.C. Court of Appeals in 1972, is among the largest unified bars in the United States. The precipitating force for the D.C. Bar's creation was the legal community's desire to have a single organization that could uphold the ethical standards and rules of professional conduct.
Today the Bar's mission is to provide service to the profession, the cou...rts, and the community. The purposes of the Bar are to aid the court in carrying on and improving the administration of justice; to foster and maintain high ideals of integrity, learning, competence in public service, and high standards of conduct; to safeguard the proper professional interest of the members of the Bar; to encourage the formation and activities of volunteer bar associations; to provide a forum for and to publish information relating to the discussion of subjects pertaining to the practice of law, the science of jurisprudence and law reform, and the relations of the Bar to the public; and to carry on a continuing program of legal research and education and make reports and recommendations in the technical fields of substantive law, practice and procedure, so that the public responsibility of the legal professional is more effectively discharged.
As a result of a member referendum, Bar dues may only be used to support the admission and continued registration of lawyers, lawyer discipline, the operation of the Clients' Security Fund, and certain administrative operations. All other Bar activities are supported by voluntary contributions, user fees, and other nondues sources of income.
The Bar is governed by a 23-member board of governors that reflects the diversity of the membership, including lawyers in public interest organizations, in government agencies, in large firms, in small firms, and in solo practice.