Director, Member Experience

The Director of Member Experience leads ACC’s frontline team responsible for managing high-volume interactions with members, customers, and staff. This role ensures exceptional service by staying informed about ACC’s products, services, events, and activities while identifying cross- and up-selling opportunities. The Director analyzes member experiences, develops performance metrics, and implements quality control measures to enhance efficiency and maintain high standards of member satisfaction.

This leadership role requires strategic problem-solving, strong team management skills, and a commitment to continuous improvement. Ideal candidates will have experience in customer service or call center management, with the ability to analyze data, optimize member interactions, and resolve complex issues effectively.

This position is based in Washington, DC where we have a hybrid work environment (roughly 40% of the time in the office).   

Major Duties and Responsibilities: 

• Collaborate across divisions to optimize member experience and satisfaction.

• Manage relationships with third-party vendors, including the overflow call center, to ensure alignment with organizational goals and standards of service.

• Analyze customer service performance metrics to identify trends, opportunities, and areas for improvement.

• Act as a liaison between the organization and its members, addressing inquiries, concerns, and escalations in a timely and professional manner.

• Collaborate with senior leadership to define key strategic goals and initiatives related to member satisfaction, retention, and loyalty.

• Oversee daily customer/member contact management functions in the Member Services Department, including call center and email response. Promote atmosphere of professionalism and excellence.

• Develop interdepartmental communication plan to ensure team is fully informed of all new information related to products and services. Initiate relationships with other areas in ACC to ensure staff have access to information required in order to handle all interactions in a timely and informed manner, and in turn, to assure quality services are provided for other areas of ACC.

• Develop standards, measurements, and continuous training to develop and maintain team as a world-class customer service provider.

• Assist with call handling and call management, backing up staff as needed and serving as a role model for the team.

• Manage the day-to-day training and communication with external customer support vendors. Ensure that vendor is up-to-date on all FAQs and emerging customer issues. 

• Guide and support staff with customer service issues and processes.  Using sound judgment, make decisions to satisfy customer concerns and balance ACC business needs.

• Support live educational programs held on-site and off-site with top-notch customer service as requested. Coordinate training and responsibilities for staff that travel to meetings and expos to represent the College.

• Collaborate with the Data Integrity Team to ensure the accuracy of the business systems database, refunds when applicable, reconciliation and adjustments associated with member/customer transactions.

• Prepare monthly reporting that includes telephone and correspondence volume and topics; monitor, identify and act upon trends; use performance data to monitor and drive performance of the team and individual staff members.

• Monitor service calls to observe employee demeanor, technical accuracy and adherence to ACC policies. Coach team to achieve high performance.

• Identify and implement systems and knowledge bases related to the management of customer contacts.

• Ensure the development of documented departmental procedures to ensure continuity of work.

• Maintain harmony among team members and quickly resolves issues.

• Study and standardize procedures to improve efficiency. Investigate and recommend new services and vendors to bring improvements and technological advancements to the team’s systems.

• Work continually towards self-development to stay current on customer service and supervisory procedures and practices.

• Promote atmosphere of professionalism and excellence on customer service and supervisory procedures and practices, ensure an efficient training program and onboarding process is in place.

• Responsible for adhering to ACC’s Organizational Accountabilities and the Member Services Core Accountabilities:

a)      Consistently demonstrate Member Services values in all business interactions and performance. Resource Center has identified the following as department values:

i)       Recognize and appreciate members and volunteers.

ii)     Maintain collaborative relationships with other staff, partners, and customers.

iii)   Deliver personalized service.

iv)   Assure honest, reliable, and accountable business relationships.

v)      Lead by example.

b)      Exhibit spirit of cooperation, showing adaptability and flexibility in work groups and with members. Support team goals, assists co-workers and shows appreciation for others.

c)      Consistently interact with others in a courteous and professional manner.

d)      Use all resources of office and position effectively. Make efficient use of the time and talent of others. Do not waste materials, supplies or time.

e)      Show independence and initiative. Demonstrate creativity in problem solving, contributing new ideas and solutions.

Required Qualifications: 

•       Bachelor’s degree or equivalent professional experience

• Minimum 7 years experience in a call center, membership, or similar service unit

• Minimum 3 years management experience with demonstrated ability to effectively lead and direct others

• Experience or strong desire to explore and implement AI strategies for enhancing customer/member services

• Proficient with MS Office applications and Microsoft Outlook.

• Demonstrated, successful experience with relational databases

• Salesforce/Fonteva experience preferred

• Dialpad experience preferred

• Excellent English language oral, written, and comprehension abilities

• Proficient mathematically and in preparing statistical reports

• Experience with cross- and up-selling preferred

• Ability to travel occasionally

About Us:  

At the American College of Cardiology, we bring our hearts to work. 

We are a 500-person organization dedicated and committed to our mission to transform cardiovascular care and improve heart health for the past 75 years. When you join our team, you become part of a passionate culture that envisions a world where innovation and knowledge optimize cardiovascular care and outcomes. 

Every day, we are committed to supporting our more than 56,000 members and their patients around the globe and in doing so, ensure our staff have a positive environment of teamwork, collaboration, professionalism and excellence. To learn more about why ACC has been recognized as one of Modern Healthcare's Best Places to Work in Healthcare please visit our site at: www.acc.org/jobs. 

ACC's talented team is spread out among more than 25 US states and Washington, DC. While this is a remote position, selected candidates will need to reside and work from, one of our already registered locations: Alabama, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Kentucky, Massachusetts, Maryland, Minnesota, Mississippi, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, West Virginia.

What We Offer:  

ACC values all members of our College family, including ACC staff. As the foundation of the organization, ACC staff enjoy world-class benefits and a culture of work-life balance. Our benefit offerings include insurance (medical, dental, vision, basic life, and short- and long-term disability, and supplemental options), generous paid time off (pre-loaded vacation and sick, 12 holidays and an organizational shut-down during the last week of the year, parental leave, 2 community service days, and half-day summer Fridays), tuition assistance and a very competitive 10% retirement contribution after a year of service, and much more! You can visit our careers site for an overview of our full offerings: https://www.acc.org/about-acc/jobs-at-the-acc. Please note that these offerings may change at any time.  

ACC believes in fair and equitable pay. Multiple factors are taken into consideration when we determine what salary to offer a selected candidate. These factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, as well as internal equity, market, and business considerations. Our salary ranges differ based on the cost of labor in the local market where the job will be performed. For this role in Washington, DC (and other high-cost of labor markets if applicable, including California, Colorado, Illinois, Maryland, New York, Washington) the target base salary range is: $105,000 - $125,000. Please note that actual salaries may vary within the range based on factors including, experience, education, training, professional achievement, business need, and location. The salary ranges for other locations in the US will vary based on the local labor market; ACC’s Recruitment Team will be happy to provide more information to candidates during initial discussions.

COVID Considerations: 

As an employer in the public health space, and an organization that serves members who are essential medical personnel, ACC requires all staff to be fully vaccinated against COVID-19 upon hire. Proof of vaccination will be required.  Individuals can request an exemption from this requirement due to a medical condition or sincerely held religious belief, and those requests for reasonable accommodations will be evaluated individually. 

ACC is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all candidates and employees. All employment is decided on the basis of qualifications, merit and business need. Equal Opportunity Employer, including individuals with disabilities and veterans. 

ACC is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact Crystal Nott, Sr. Director, People Resources & Engagement at cnott@acc.org or (202)375-6423.