Education and Training, Information Technology and Web, Legal
4 Year Degree
The District of Columbia Bar has an immediate opening for a Manager, Member Experience (MME) in the Membership department. The MME is responsible for managing the day-to-day operations of the Bar’s quasi-contact center. This role ensures that Bar members are achieving a desired service experience. This position is also the primary point of contact for law firms. The MMS has three direct reports and seasonal staff. This position reports to the Director, Member Services and Experience (DMSE).
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 an automated and self-service Membership department.
Packages and informs Bar leaders of member insights..
Implements and administers membership policies, procedures and systems including the maintenance, physical security and retention of all membership records.
Coordinates with Information Technology 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, and implements changes for continuous improvement.
Responds appropriately to subpoenas for membership information, sensitive background checks for federal agencies, and requests for member contact information from other jurisdictions and/or investigators.
Improves and expands a consolidated billing program for law firms during the license renewal period while maintaining excellent customer service to enrolled law firms.
Monitors member experience benchmarks across key areas of member interaction, and provides ongoing reporting to DMSE.
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.
Demonstrated diplomacy skills and data-driven mindset.
Excellent verbal and written communication skills.
Ability to multi-task, be detail oriented, 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.
Outstanding problem-solving skills to identify and implement workable solutions in highly complex situations.
Must be able to set and manage multiple priorities with minimal supervision.
Ability to handle and maintain the confidentiality of highly sensitive information.
This is an exempt position. Salary is commensurate with experience. The D.C. Bar has an excellent benefits package.
Additional Salary Information: Salary is commensurate with experience
About District of Columbia Bar
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 courts, 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.