- POSITION TITLE: Chapter & Member Services Director
- LOCATION: 2285 Butte Des Morts Beach Rd
- REPORTING TO: Executive Director
- FLSA CLASSIFICATION: Exempt
- LAST UPDATED: 2/6/2026
The Member & Chapter Services Director is responsible for overseeing all member- and chapter-facing services to ensure consistent, high-quality experience across the organization. Reporting to the Executive Director, this position provides strategic direction and operational leadership for chapter support, member services, and administrative functions. The Director leads Chapter Liaisons, the Member Service Desk, and Administrative Assistant(s), while strengthening systems, processes, and staff capacity that support membership growth, retention, and chapter health. This role collaborates closely across departments to ensure member and chapter needs are fully integrated into organizational planning and decision-making.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Fundamental Responsibilities
Strategic Leadership
Develops and leads a multi-year member and chapter services strategy that advances Wild Ones growth, retention, and engagement priorities while serving as an active member of the leadership team. In this role, the Member & Chapter Services Director establishes, monitors, and reports on key performance indicators related to chapter health, membership trends, service delivery, and retention. They analyze data and feedback to identify risks, opportunities, and improvements, ensuring Wild Ones remains responsive, efficient, and well positioned to support its national network of chapters and members.
Chapter Support & Development
Provides strategic oversight of chapter operations support to ensure chapters are equipped to deliver on the Wild Ones mission. The Director ensures chapters remain compliant with organizational bylaws, policies, guidelines, and the chapter guidebook, while overseeing chapter lifecycle processes including chapter seedling support, chartering, de-chartering, annual reporting, anniversaries, and recognition. They guide the development and continuous improvement of chapter officer training programs, ensuring resources are clear, accessible, and aligned with best practices. The Director works to strengthen chapter leadership capacity, sustainability, and membership growth across the organization.
Member Services & Experience
Oversees the Member Service Desk to ensure members receive timely, accurate, welcoming, and mission-aligned support. The Director establishes service standards, workflows, and documentation that create a consistent and positive member experience from initial join through renewal and ongoing engagement. They partner with Development, Marketing, Programs, and administrative teams to ensure member-facing processes are efficient, coordinated, and continuously improved, using member feedback and service data to strengthen satisfaction and retention.
Systems, Processes & Resources
Leads the development, documentation, and maintenance of systems and resources that support members, chapters, and internal staff. This includes oversight of the Member Center, training libraries, operational documentation, and internal workflows. The Director collaborates with technology, finance, and operations staff to optimize membership databases, reporting tools, and administrative systems. They identify opportunities to improve efficiency, reduce friction, and scale support services as the organization grows.
Team Leadership & Management
Hires, supervises, mentors, and evaluates Chapter Liaisons, Member Service Desk staff, and Administrative Assistant(s), ensuring the team has the clarity, tools, and support needed to succeed. The Director establishes clear roles, responsibilities, workflows, and performance expectations while fostering a collaborative, service-oriented culture grounded in accountability, respect, and continuous improvement. They support staff professional development and ensure strong internal communication and alignment across teams.
Reporting, Operations & Collaboration
Oversees the collection and reporting of chapter and membership data, providing regular insights to the Executive Director and board to inform strategic decisions. The Director represents member and chapter perspectives in organizational planning, policy development, and cross-departmental initiatives. They collaborate closely with leadership and staff to ensure member and chapter services are aligned with organizational priorities, values, and long-term sustainability.
EDUCATION AND/OR EXPERIENCE
• The ideal candidate holds a bachelor’s degree in nonprofit management, business administration, public administration, or a related field, or brings equivalent experience demonstrating strong leadership and operational expertise.
• They have seven to ten years of progressively responsible experience in membership services, chapter or affiliate support, nonprofit operations, or a related field, including at least three years in a management or leadership role.
• They bring demonstrated experience managing staff, supporting volunteer-led organizations, and working across distributed or multi-unit networks.
• Experience overseeing service operations, training programs, and administrative systems is required, along with comfort working with membership databases and CRM platforms.
• Experience within nonprofit or chapter-based organizations is strongly preferred, along with a commitment to the mission and values of Wild Ones and environmental stewardship.
KNOWLEDGE, SKILLS, AND ABILITIES
• Ability to foster an inclusive, welcoming environment through respectful, patient, culturally responsive service that values diverse perspectives among members, chapter leaders, volunteers, staff, and partners.
• Strong oral and written communication skills, with the ability to communicate clearly, tactfully, and professionally across all levels of the organization.
• Ability to work collaboratively and independently while building trust and strong working relationships with staff, members, chapters, vendors, volunteers, and board members.
• Demonstrated ability to handle sensitive and confidential information with discretion, professionalism, and sound judgment.
• Ability to manage multiple competing priorities in a fast-paced environment with strong time management and consistent follow-through.
• Strong organizational skills and attention to detail, with the ability to identify inefficiencies and implement process improvements.
• Demonstrated intermediate to advanced computer proficiency, including strong working knowledge of Microsoft Office and relevant software platforms.
• Strong strategic and analytical skills, with the ability to interpret data, guide KPIs, and align service delivery with organizational goals.
• Demonstrated leadership and people management skills, including coaching, mentoring, conflict resolution, and cross-functional collaboration.
WORK ENVIRONMENT and Job Specifications
- The work environment and job specifications listed below are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job.
- This position supports flexible work arrangements that may vary based on the candidate’s location and the evolving needs of the organization. While fully remote work may be considered, periodic travel is expected as necessary to meet business needs.
- Frequently move throughout the office and use computers, phones, office equipment, and other supplies necessary to perform job duties.
- Ability to sit for extended periods while performing computer-based and administrative work.
- Ability to perform required physical tasks related to shipping and inventory, including lifting up to 50 lbs. and frequent bending, squatting, kneeling, and twisting.
- Ability to manage frequent interruptions (e.g., calls, walk-in inquiries, time-sensitive requests) while prioritizing tasks and meeting deadlines.
- Ability to occasionally travel to in-person events such as conferences, team meetings, annual membership meetings and selected program activities, that may include occasional evenings or weekends, as needed.
- Ability to work on a consistent schedule during standard business hours, with occasional evening or weekend work to support organizational deadlines, launches, or events.
- This role may require occasional evening and weekend availability to support in-person and virtual events, meetings, and time-sensitive deadlines.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Applications, including a resume and cover letter, must be submitted to [email protected]