Program Specialist, Membership Services

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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Learning budget

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Salary

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401(k) match

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Schedule

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Weekend work

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Application

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Deadline

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Where they hire

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About this role

Program Specialist, Membership Services Boston, MA RESPONSIBILITIES: - Own cross-functional intake and partnership across teams like Growth, Product, and Marketing - centralizing incoming changes, embedding Voice of Customer and Employee insights early, and helping manage a shared roadmap to ensure Enablement and Operations are fully prepared to support both Membership Services Representatives to deliver a seamless member experience. - Support larger cross-functional programs within the Program Management team. - Turn metrics into decisions and represent our members, translating rich data into crisp dashboards and executive narratives that spotlight “why it's happening” and “what we'll do next.” - Standardize tools & documentation, creating reusable templates, SOPs, and governance artifacts that serve as the single source of truth for program execution across Membership Services and ensure Membership Services Representatives are fully prepared the moment a new feature or promotion goes live. - Help coordinate our AI-supported service strategy, ensuring members receive hyper-personalized, effortless help at every touchpoint - Drive proactive risk & issue management, and escalate blockers before they threaten scope, timeline, or member experience. - Craft stakeholder updates that get read, and lead productive meetings that drive momentum, ensuring all communication is tailored to the audience's needs. - Champion a culture of continuous learning, experimentation & improvement by facilitating retros, proposing creative solutions using bleeding-edge AI tools, and implementing incremental tweaks. QUALIFICATIONS: - 2+ years in project/program coordination or management. - Self-starting, fast-moving, and collaborative approach to problem-solving. - Excellent attention to detail with the ability to handle multiple tasks efficiently.

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