The APA’s Membership team is dedicated to serving psychiatrists across the U.S. and around the world who are treating patients with mental illness. We’re looking for someone passionate about user experience to drive the strategic member experience vision and ensure our processes meet the needs of our more than 37,000 psychiatrist and medical student members. The Deputy Director would have a unique combination of technical and business skills to build a meaningful and lasting user experience for our members while overseeing the administrative functions of the Membership Department including supervising administrative staff. Help us increase membership for the fourth straight year in our thriving organization.
The Deputy Director is responsible for guiding the member experience strategy across the Association, serving as quality control for the use of membership data across the Association and its District Branches/State Associations, ensuring the full implementation of Salesforce including identifying new opportunities to utilize its capabilities to improve member engagement, and overseeing the administrative functions of the Membership Department including supervising membership administrative staff
This is an opportunity to build a meaningful and lasting user experience for our more than 37,000 members while ensuring they receive the customer service they have come to expect. You will be a central part of a department that has helped the APA achieve a fourteen year high in membership and is a respected contributor of cross-functional work throughout the Organization. You will work hard within a great team, be recognized for your contributions, and see the ongoing results of your contribution.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Drive the Association’s Member Experience Strategy, including working collaboratively across the Association to improve how members engage with and are served by the Association
Serve as an expert on member experience and is the point of contact within the Association and among the District Branches/State Associations
Lead the development and ongoing refinement of the member experience strategy, including identifying areas of dissatisfaction in the experience and developing plans to monitor and take actions to improvement the experience
Direct member data collection, analysis, and improvement
Build strong relationships with Marketing, IT, and other departments key to member experience
Supervise Membership Administrative Functions
Supervise team of six Membership Coordinators and the Membership Administrative Coordinator, including ongoing training, skill development and evaluations.
Responsible for membership administrative tasks, including day-to-day membership tasks and yearly honorary membership programs (i.e. APA Fellowship Categories and Convocation)
Ensures that the manual processes of the membership coordinators are tied with the system process so both are complimentary and efficient
Manage the Membership administrative presence at the APA Annual Meeting
Manage the collection, reporting, and analysis of membership data
Serve as main point of contact for District Branches/State Associations as it relates to membership data needs
Responsible for the management and maintenance of the membership database
Maintains an expertise on Salesforce reporting
Develops and implements a membership data strategy aimed at measuring key membership retention and engagement indicators
Responsible for being an expert on and compiling key membership reports throughout the year and as requested
Ensuring quality control of all activities to maintain a high level of satisfaction
Direct the ongoing implementation of Salesforce capabilities into Association processes
Serve as membership expert throughout ongoing implementation of Salesforce platform across the Association
Provides insights on how to adjust the system to improve user experience and provides feedback to IT on system’s outputs to ensure they match what APA intended to collect on the front end.
Maintains all online member applications, identifies problems based on member feedback, works with IT and the vendor to fix issues, follows up where appropriate and helps to ensure data integrity.
Identify opportunities to utilize Salesforce and MemberNation capabilities to improve Association processes and member engagement
Proactively identify and form solutions to common member challenges
EXPERIENCE AND PROFESSIONAL QUALIFICATIONS:
Bachelor’s degree required with a minimum of seven years of office experience, preferably in a related field/position
MBA or master’s degree in a related field preferred
Strong knowledge of digital strategy, IT and/or operations, and/or customer experience strategy
Strong knowledge and familiarity with using or implementing tools such as Salesforce or other related platforms
Exceptional strategic and analytical expertise with ability to take ideas and assemble concepts/solutions for communication to different levels of the organization
Self-starter with attention to detail
Ability to multi-task and manage multiple complex projects in a cross-functional environment
Ability to measure performance outcomes
Service-oriented with a focus on superior results
Self-motivated and comfortable working with minimal supervision
Excellent oral and written communication, attention to detail, and a creative mind
Strong organizational and time management skills
Strong leadership abilities
Ability to interact in a diplomatic and tactful way with members, public, and other staff
Experience using multiple communication platforms in a professional setting
Ability to learn and utilize new software applications as required
American Psychiatric Association (APA) is the world's largest psychiatric organization, with over 36,000 U.S. and international member physicians and over 200 employees. Its vision is a society that has available, accessible quality psychiatric diagnosis and treatment. APA has excellent benefits, including medical, dental, 401k, tuition reimbursement and flexible spending accounts. The APA is located in Arlington, VA within walking distance of the Rosslyn Metro stop.