Position Objective: Responsible for overseeing member services workflow. Manages member escalations, monitors call volume and HelpDesk ticket responses. Supervises and coaches Member Services Representatives. Coordinates member data accuracy and audits. Supports all recruitment, engagement, and retention efforts. Primary Responsibilities: Ensure top-level customer service is being provided to members Serves as the point of contact for responding to inquiry escalations Provide Director, Member Services frontline data and information needed for strategic planning, assessing member needs, concerns, and trends Support Chapter leadership, District leadership, and Chapter Regional Representatives with communicat