Manager of Member Success

Job Description

Job Description

Salary:

Are you ready to join an enthusiastic team of professionals supporting community pharmacies nationwide? American Associated Pharmacies (AAP) is one of the largest independent pharmacy cooperatives in the United States. Along with its distribution subsidiary, API Warehouse, AAP supports thousands of independent pharmacy owners, helping them thrive in a competitive health care market.

AAP is seeking a motivated Manager of Member Success to join our team. The Manager of Member Success is responsible for creating a positive, high-quality and consistent member experience by overseeing the support functions, designing and executing engagement initiatives that strengthen member connections, coaching and developing team members, and providing insights to ensure organizational programs and resources are aligned with member needs.

Responsibilities:

• Oversee member enrollment, onboarding, issue resolution, member engagement and account management.
• Lead, coach and develop the Member Support team to ensure responsive, professional and consistent service delivery.
• Collaborate with Sales and Marketing to design and execute strategic member engagement initiatives, such as programs or events, to strengthen connections and increase the value of membership.
• Collaborate with other teams to address systemic member issues and ensure services are aligned with member needs.
• Monitor support and engagement metrics and member feedback to identify trends, areas of risk, and actionable opportunities for process improvement.
• Establish best practices, workflows and performance benchmarks to continuously improve the member experience.
• Represent our organization with professionalism, warmth and a member-first mindset.
• All other duties, as assigned.

Qualifications:

• Bachelors degree in business, communications or related field (or equivalent experience).
• 5+ years of experience in member services, customer success or account management; leadership or team management experience preferred.
• Strong leadership and people-management skills with experience developing high-performing, empowered teams.
• Adapt communication styles to the audience while remaining authentic and respectful.
• Proficiency in CRM and other member management tools and comfort with data-driven decision-making.
• Demonstrated ability to collaborate with other teams to improve service quality and member engagement outcomes.