Member Services Manager

The Member Services Manager role is an integral part of GOVX Member Support Operations, providing a mix of direct-to-consumer support and partner success in a helpdesk-style fashion. This role supports day-to-day business success through management of process, product, quality assurance, digital and escalation support. 

Position Type, Expected Hours of Work, Location | 100% In-Office Role 
Full-time, exempt position.  100% In-Office role, 5 days per week at the GOVX Fulfillment Center in LaVergne, TN. Work schedule may vary depending on volume demands.  This position is not eligible for relocation allowance or visa sponsorship. 

Training
This position will require travel to the GOVX corporate office in San Diego, CA for 2 weeks of training with the Member Services Team upon start. Travel expenses will be paid by the company.

 
Responsibilities 

• A motivated leader who builds a team who achieves and supports best-in-class Member Services for GOVX members.  

• Manage a team of Member Service Experts, providing “helpdesk” style support for product, process, digital channels and escalations. 

• Develop and manage staffing budget. 

• Provide direction, guidance, and training to support day-to-day operational questions to a large team of Experts virtually and in person.  

• Manage escalated customer interactions with the utmost professionalism to maintain customer satisfaction. 

• Track, trend, and problem solve customer / business challenges to improve business procedures. 

• Provide leadership / guidance to Member Services team during times of high-volume traffic to ensure service levels are met. 

• Provide case solution support as needed. 

• Assist with team projects and other duties as needed to meet business objectives. 

• Participate collaboratively with stakeholders. i.e. Category Managers, Partner Success, Accounting 

• Vendor support for all GOVX affiliate partners, vendors, or brands. 

• Own workflows to drive team production and promote team success. 

 
Key Performance Indicators (KPIs)  

• Member Service service-level achievement to meet team business goals.  

• Accuracy % for tickets personally solved, Department Accuracy %, and Quality Assurance Monitoring scores. 

• Third Party Member Service Vendor performance to GOVX goals and objectives. 

• Projects and assignments are completed on time and on budget. 

• Customer Relations Service Level Metrics. 

• Bachelor’s degree preferred. 

• 5 years' experience in customer service roles (serving direct customers). 

• 2 years of high-volume customer contact center experience/high volume operations. 

• 3 years' experience as a team leader or similar experience. 

• Strong ability to intake information at high volume to prioritize actions and next steps. 

• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 

• High level of quality and accuracy demonstrated in prior roles. 

• A history of reliable shift scheduling and adherence to work schedule with prior roles. 

• Ability to perform well in a highly dynamic, diverse, and rapidly changing environment. 

Supervisory Responsibilities 
This position will have supervisory responsibilities. 

Travel Requirements 
This position will have limited travel requirements (Less than 10%). 

Other Duties 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

• Flexible Time Off, Paid Sick Leave, Paid Holidays
• 401(k) plan with discretionary match available
• Medical, Dental, Vision, and Life Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA)
• Voluntary benefits including Critical Illness, Group Accident, and Voluntary Life
• Employee Referral Program
• Collaborative work environment in a modern office, stocked with drinks and snacks.
• Discounts on the GOVX website

Pay Range
$65,000.00 - $75,000.00 annually, with opportunity of up to 5% variable pay based on hitting certain goals.

AAP/EEO Statement
EOE. Veterans/Disabled.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

Position will require successful completion of a background check and drug testing prior to starting employment.

About GOVX 
Savings for Those Who Serve 

GOVX was founded in 2011 to offer exclusive benefits to those who serve our country. The GOVX membership is comprised of current and former members of the United States military, law enforcement, firefighting, medical services, and government personnel. GOVX is dedicated to supporting these communities and to offering unique value to our members, while delivering an authentic platform for brands to reach our growing customer base. As the largest and fastest growing digital platform serving this deserving audience, we are committed to stretching the limits of ecommerce to deliver the best assortment for our members’ on-duty and off-duty needs.