Associate Vice President, Member Services

• →Serve as the integrated partner to the SVP by leading strategic initiatives and complex cross-function priorities. This includes the ability to successfully troubleshoot escalated issues, explore and scope new opportunities, and execute recurring and one-off projects from definition through execution, measurement, and post-implementation review.
  
  
• →Provide senior leadership and functional oversight for the Member Services customer experience function and establish service strategy, performance standards, and accountability across the College.
  
  
• →Supervise the Senior Manager of Credentials, who holds primary responsibility for the daily operation of the membership application process, including eligibility review, applicant communication, and adjudication support across all membership categories.
  
  
• →In collaboration with the SVP, establish the strategic direction and executive sponsorship for continuous improvement of the membership application pathway, ensuring effective processes, policy interpretation, service standards, controls, and measurable performance outcomes.
  
  
• →Develop, implement, and maintain oversight dashboards and metrics across the application pathway, including pipeline volume, conversion, aging, exception, and escalation reporting; set performance targets, surface bottlenecks, and report results to the SVP and enterprise leadership.
  
  
• →Lead the continued buildout of the membership marketing function. Provide strategic leadership for the development and maturation of the membership marketing function, establishing growth priorities, audience strategies, performance expectations, and effective partnership with Integrated Communications.
  
  
• →Develop and monitor recruitment and retention strategies across all membership categories; track key performance indicators and lead development and evaluation of products, programs, and services using data-driven insight.
  
  
• →Provides oversight of dues administration and employees responsible for maintenance of the membership data related to dues payment, drops, retirements, senior status, and overall membership health.
  
  
• →Oversee member experience initiatives, including Clinical Congress engagement and ACS Central, ensuring coordinated planning, on-site execution, and follow-through that strengthen member satisfaction.
  
  
• →Support and provide strategic direction for the evaluation and development of affinity programs and other member benefits, ensuring alignment with member needs, value proposition, financial considerations, and organizational strategy.
  
  
• →Provide leadership oversight and strategic guidance for employees supporting assigned membership committees, ensuring committee activities and priorities align with divisional and organizational objectives.
  
  
• →Supervise, coach, and develop division managers and professional employees; set priorities, allocate resources, define accountability standards, and ensure consistent high-touch customer service, complaint resolution, and service recovery.
  
  
• →In collaboration with the SVP, develop and manage the division’s annual operating budget and business operations, including evaluation of vendor, system, and technology investments supporting the application pathway and marketing function.
  
  
• →Represent the division on cross-divisional initiatives and enterprise workgroups; contribute to leadership planning and enterprise-wide strategy discussions.
  
  

• Bachelor’s degree from an accredited college or university is required. Advanced degree is preferred.
  
  
• 8+ years of progressively responsible leadership experience in membership or customer operations, process improvement, marketing, project management, and budget oversight, including direct supervision of managers and professional employees.
  
  
• Proficiency with Microsoft Office Suite, Adobe Acrobat, AI and survey tools, association management systems (AMS), business intelligence and dashboard tools (for example, Power BI or Tableau), marketing automation and CRM platforms, and budgeting/reporting systems.
  
  
• Demonstrated experience developing, implementing, and maintaining operational dashboards and key performance indicators.
  
  
• Demonstrated project management experience leading concurrent, recurring, and one-off initiatives to completion.
  
  
• Moderate travel required, including Clinical Congress, Leadership & Advocacy Summit, CMSS, and typically one additional meeting annually.

Comprehensive Benefits:
We’re committed to attracting and retaining top talent via valuable benefits!

• Vacation, personal, and sick hours including 13 paid holidays per year
• Tuition Reimbursement
• Medical—comprehensive coverage through BlueCross BlueShield
• Dental, Vision, and Prescription drug program
• 403(b) Matching Program
• Pension Plan
• Flexible Spending Medical/Dependent Care
• Employee Assistance Program
• Short Term/Long Term Disability
• Life Insurance
• Domestic Partner Coverage

The American College of Surgeons is committed to working with and providing reasonable accommodations to individuals with disabilities.  If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please send an e-mail to recruitment@facs.org or call (312) 202-5000 and let us know the nature of your request and your contact information.