About this role
Manager overseeing Thrive Plus membership program operations and client support, leading a cross-functional team and technology administration to deliver an exceptional membership experience nationwide.
Key Responsibilities
- Membership Operations & Performance
- Client Support Operations & Team Leadership
- Technology & Platform Administration
- Cross-Functional Partnership
- Training & Documentation
Technical Overview
Owning Freshdesk as the support function, administration of Recurly for membership management, Kount for fraud; CRM workflows; focus on automation and data-driven decisions.
Ideal Candidate
The ideal candidate is an operations leader with 4+ years of experience managing membership programs, who can lead a cross-functional client support team and optimize Thrive Plus across a national network.
Must-Have Skills
Bachelor's degree in BusinessMarketingCommunications or operational related field4+ years experience managing subscriptionloyaltyor membership programs3+ years of people management experienceStrong operations mindset with scalable processesExcellent project management and organizational skillsTech savvy with experience across multiple software platformsExperience with contact management softwareStrong written and verbal communication skillsStrong financial and business acumenAble to work cross functionally with stakeholders
Nice-to-Have Skills
Experience in Veterinary Services or Pet Care industry is a plusbut not required
Tools & Platforms
FreshdeskFreshdesk AIRecurlyKountCRM
Required Skills
Bachelor's degree in Business/Marketing/Communications/operational related field; membership management; subscription programs; client support; Freshdesk; Freshdesk AI; Recurly; Kount; CRM; KPI; cross-functional; leadership; operations
Hard Skills
FreshdeskFreshdesk AIRecurlyKountCRMTicketing systemFreshdesk ticketing
Soft Skills
LeadershipCross-functional collaborationCommunicationProject managementProcess improvementAnalytical thinkingOrganization
Keywords for Your Resume
ManagerMembershipClient SupportThrive PlusFreshdeskFreshdesk AIRecurlyKountCRMsubscriptionloyalty programsoperationsteam leadershipcross-functionalKPIsservice standardsbilling inquiriesThrive Pet Healthcare2 days in office in Austinremotedunning messagingmembership managementsubscription managementclient support
Deal Breakers
Lack of 4+ years in subscription/membership management, Lack of 3+ years people management, Bachelor's degree not in specified fields
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