Member Experience Manager

Why Work Here?

“Mission driven, great benefits and room for growth!” 

Why consider AORN, Association of periOperative Registered Nurses, as the next place for your career as our Member Experience Manager? Because we’re innovative and all about quality and collaboration – we’re continually seeking to enhance our offerings to allow us to better tailor to the needs of our nurse members while expanding our market position and growing revenue across our business and sales divisions. 

Our mission is to define, support, and advocate for patient and staff safety through exemplary practice for each phase of perioperative nursing care using evidence-based guidelines, continuing education, and clinical practice resources. We collaborate with professional and regulatory organizations, industry leaders, and other health care partners who support our mission. Our culture is one of openness, teamwork, risk taking and being at the cutting edge of our field and we only look for employees who hold these same traits. 

Values mean more to AORN than just bullets on a page. They drive our daily decisions and impact how we work as an organization:

• Innovation: Taking courageous and bold actions for growth and sustainability. 
• Communication: Exemplifying respect, collaboration, transparency and honesty. 
• Quality: Ensuring accountability and excellence.  
• Diversity, Equity, Inclusiveness: Promoting fairness, valuing differences, considering all perspectives. 
• Achievement: Achieving our mission, realizing the vision. 

Our Member Experience Manager champions a deeply customer-centric approach to the entire member lifecycle, ensuring members receive a cohesive, intuitive, and high-quality experience from joining and onboarding through benefit access, engagement, renewal, and beyond.

The Member Experience Manager continually seeks to understand member needs, expectations, behaviors, and friction points and translate those insights into practical improvements. This position collaborates closely with Marketing to understand the latest market and consumer insights, then works cross-departmentally to turn those insights into action. By connecting member needs with the teams responsible for each touchpoint, the Member Experience Manager helps develop compelling and relevant communications and iterations across digital platforms, communications, programs, community opportunities, customer service, and in-person events, and to ensure that all aspect of the customer experience are easy to access, engaging, responsive, and valuable.

AORN is based in Denver, CO. Our Member Experience Manager will work remotely. 

More about what you’ll get to do as our Member Experience Manager: 

Member Experience Strategy and Improvement

• Work with marketing team to gather, collect and organize data about association industry, trends for membership and growth strategies for various age groups 
• Serve as a champion for the member and embed a customer-centric perspective in decisions affecting the member lifecycle, from joining and onboarding through benefit access, engagement, renewal, and ongoing participation.
• Design, map, and maintain current- and future-state member journeys across priority touchpoints; evaluate them against modern consumer expectations.
• Gather and synthesize member feedback, behavioral data, service trends, direct listening, usability findings, journey research, and market insights to identify unmet needs, friction, and opportunities to improve the member experience.
• Collaborate closely with Marketing to understand emerging market and consumer insights, translate those insights into experience requirements and practical recommendations, and work cross-departmentally with functional owners to implement improvements.

Member Onboarding

• Own and map the post-join and post-renewal orientation journeys, helping new members understand and begin using their membership while providing returning members with timely refreshers on benefits, resources, and engagement opportunities.
• Define the purpose, sequence, audiences, and touchpoints for each journey; partner with Marketing on content strategy and email and collateral execution; coordinate with other functional owners as needed; and monitor engagement and feedback to identify opportunities for improvement.

Renewal Strategy and Experience

• Own and oversee the renewal journey and member experience holistically across email, direct mail reminders, outbound calls, auto-renewal, and digital renewal touchpoints, ensuring the experience is coordinated, clear, convenient, and member-centered.
• Define the journey strategy, audiences, timing, sequence, touchpoints, and experience requirements; partner with Marketing, which develops the content and collateral, and Experience Services, which manages outbound call campaigns and direct mail execution.
• Monitor renewal performance, member feedback, and service trends across channels to assess whether the experience is working as intended, identify friction or gaps, and coordinate improvements with the appropriate functional owners.
• Perform other duties as assigned.

Must Have’s to be our Member Experience Manager:

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business, marketing, communications, or a related field, or equivalent professional experience.
• 6+ years of experience in subscription-based services, membership programs, customer experience, lifecycle management, retention, or a related area.
• Experience coordinating multifaceted programs involving several departments and contributors.
• Experience evaluating and improving customer or member journeys across digital and in-person channels.
• Ability to interpret member, customer, engagement, or retention data and translate findings into practical recommendations.
• Strong project management, organizational, and follow-through skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to translate strategy into clear requirements, coordinate cross-functional execution, and monitor results.

PREFERRED QUALIFICATIONS

• Working knowledge of modern consumer experience practices, including accessibility, personalization, journey mapping, feedback collection, and digital usability.
• Familiarity with CRM, subscription management, membership management, or customer data platforms and audience segmentation.

KNOWLEDGE, SKILLS AND ABILITIES

• Commitment to customer centricity, customer satisfaction, and advocating for the member throughout the full lifecycle.
• Strong ability to translate market, consumer, and member insights into clear experience requirements and actionable cross-functional improvements.
• Strong collaboration and relationship-building skills, with a proven ability to unite colleagues across departments and influence without direct authority.
• Ability to balance strategic priorities with detailed coordination and follow-through.
• Ability to demonstrate and hold others accountable for organizational values of: Innovation, Communication, Quality, Diversity, Equity and inclusion, and Achievement.

Here are some of the excellent benefits we offer and why it’s so great to work here! 

• Health insurance package options that include a HDHP plan and a PPO plan.
• Dental and vision coverage.
• Flexible Spending Account (FSA) and Healthcare Savings Account (HSA) options.
• Employer paid short- and long-term disability, accidental death and dismemberment, and life insurance coverage.
• Voluntary Life Insurance options including critical illness and accident insurance.
• 401(k) plan with immediate vesting.
• Pet insurance.
• Udemy Learning.
• Paid time off and 10 paid holidays per year.
• Paid sick time.
• Paid parental leave.
• Free subscription to Calm.
• Up to 8 hours of paid volunteer time.
• Employee Assistance Programs.
• Staff Incentive Bonus.

Working Conditions
 Works remotely, using a computer, telephone, and Teams daily. Ability to travel as needed in support of department and Association initiatives. Travel is less than 25%.

FLSA Status: Exempt

Application Deadline: Applications will be accepted on an ongoing basis and reviewed until the position is filled or a sufficient number of qualified applications has been received.

AORN provides equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We encourage people with disabilities and from other diverse backgrounds to apply. We do not discriminate based on disability.