Manager, Member Audience Services

About This Role

This role leads the frontline service team for American Public Media Group, serving as the primary contact for members, listeners, and audiences. The manager ensures exceptional service delivery, deepens audience relationships, and reinforces the organization's mission through all interactions.

Responsibilities

• Oversee daily operations of the Member & Audience Services team, ensuring timely, accurate, and empathetic responses to inquiries.
• Monitor performance against established service-level agreements (72-hour response time), CSAT scores, and case resolution benchmarks.
• Develop and implement service standards, quality assurance processes, and escalation procedures.
• Identify trends in member/audience feedback and proactively recommend improvements to content, membership, and digital engagement strategies.
• Partner closely with the Director of Marketing Automation to align service operations with CRM, automation platforms, and data pipelines.
• Serve as the operational lead for case management systems and phone systems.
• Produce and share regular KPI reports on SLA compliance, case resolution rates, and revenue generation.
• Directly manage 3-6 Member & Audience Services representatives.
• Recruit, train, mentor, and evaluate team members; create a supportive environment that fosters growth and accountability.
• Collaborate with Membership, Development, Marketing, and Programming to ensure the “voice of the member and audience” informs organizational decisions.

Requirements

• B.A./B.S. in communications, marketing, project management, or related discipline, or equivalent work experience
• 10+ years in customer service, membership, or audience engagement roles
• 5+ years of proven leadership and team management experience
• Demonstrated experience with CRM systems, SaaS tools, case management, and telephony systems
• Deep understanding of customer interaction workflows, case management, and service operations
• Tech savvy with strong understanding of how data moves across systems and how to leverage it for efficiency and insights
• Strong analytical, organizational, and project management skills
• Excellent interpersonal and written communication skills
• Proven ability to balance strategic leadership with hands-on operational execution
• Commitment to diversity, equity, and inclusion in service delivery
• Enthusiasm for APMG’s mission and portfolio of programs

Qualifications

• B.A./B.S. in communications, marketing, project management, or related discipline, or equivalent work experience.
• 10+ years in customer service, membership, or audience engagement roles, ideally in nonprofit, media, or mission-driven organizations, with 5+ years of proven leadership and team management experience.

Skills

* Required skills

Benefits