Member Relations and Operations Specialist

About the Northeast Microelectronics Coalition (NEMC): NEMC, a division of the Massachusetts Technology Collaborative (MassTech), is a dynamic initiative bringing together industry leaders, academic institutions, and innovative startups. Our Hub’s mission is to foster collaboration and accelerate progress in domestic microelectronics. We seek a driven professional to manage the daily member experience, ensure data integrity, and optimize the operational flow for our growing community.

About the Role: The Member Relations and Operations Specialist is a full-time regular position crucial to the sustained engagement, retention, and operational efficiency of the NEMC Hub's member base. This role serves as a lead administrator of the NEMC Member Portal and Member Management Software platform. The Specialist will independently manage complex member data, execute professional communications, and lead the logistical coordination for high-impact events. They are responsible for ensuring a positive, seamless member experience through proactive support and play a key part in the operational stability and strategic, incremental evolution of member services.

Responsibilities:

Community Engagement and Support

• Serve as a primary point of contact for member inquiries, ensuring high-quality customer service and timely, accurate information.
• Act as the front-line troubleshooter for members, resolving issues related to Portal access, forgotten credentials, and technical usage to ensure a frictionless digital experience.
• Develop, coordinate, and deploy professional member communications (e.g., newsletters, alerts, announcements) via the Member Portal and other channels.
• Lead the logistical coordination and execution of member-focused events and meetings, including meeting planning, vendor communication, on-site assistance, and follow-up.
• Proactively identify and implement operational suggestions for an overall better member experience across all touchpoints (communications, events, and portal usage).

Membership Data and Platform Health

• Own the day-to-day operations and maintenance of the Member Management Software and the Member Portal, acting as the primary system administrator.
• Ensure the integrity and accuracy of all member data (e.g., contact information, activity tracking) across the platform and integrated systems, facilitating reliable reporting and key metrics tracking.
• Manage and optimize the new member approval and onboarding lifecycle, ensuring a seamless and positive transition into the community.
• Implement and enforce efficient data management processes to maintain clean and organized records.

Digital Experience and Portal Evolution

• Manage and troubleshoot the ongoing functionality and user experience of the Member Portal.
• Collaborate directly with NEMC leadership on strategic portal enhancements, managing the implementation of incremental changes based on member needs.
• Support the integration of APIs and other third-party tools with the Member Management Software platform and Member Portal to enhance service delivery.
• Develop and maintain comprehensive user guides, training materials, and FAQs for the portal community.
• Develop and maintain reporting dashboards (e.g., membership retention, event attendance, portal usage) for the Senior Manager, ensuring the presentation of clean, curated metrics.
• Project and Grant Program Support:
• Utilize and maintain grant management software to support divisional grant programs, focusing on accurate data tracking of member and other applicant activities related to grants.
• Provide high-level administrative and organizational support to the NEMC management team, leveraging expertise in data systems, reporting, and project coordination.

About You:

You are a highly motivated, detail-oriented professional with proven experience in managing and optimizing online platforms, preferably with a focus on member portals or community platforms. You possess strong organizational and project management skills and are comfortable owning projects and working proactively to achieve engagement goals. You are a great communicator, a fast learner, and have a strong ability to leverage data and curate key metrics to inform decisions and manage day-to-day member relationships effectively.

Qualifications:

• 3+ years of experience in member management, community relations, or association operations, demonstrating a trajectory toward increased responsibility.
• Demonstrated proficiency and hands-on administrative experience with Member Management Software or CRM systems with a proven ability to extract, interpret, and curate system-based performance metrics.
• Strong understanding of member portal functionalities, user experience best practices, and basic data architecture principles.
• Excellent organizational and project management skills, with a proven ability to independently manage multiple tasks and deadlines effectively.
• Strong experience with data management, cleaning, and organization, including the preparation and curation of data for reporting and analytical purposes.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office 365 tools.
• Familiarity with grant management processes and/or database management tools (e.g., Airtable) is a plus.
• Ability to work independently, take ownership of tasks, and collaborate as part of a team.
• Ability to travel to off-site events often not accessible by public transportation.

What You Will Gain:

• In-depth knowledge of a Member Management Software platform and its functionalities, including API integration and strategic evolution.
• Direct experience in managing and retaining a high-profile membership community in the critical microelectronics sector.
• Opportunity to own and execute engagement and communication plans.
• Practical experience in implementing and utilizing grant management software for new grant programs.
• Exposure to the microelectronics industry and networking opportunities with industry leaders, academics, and entrepreneurs.

Work Location:

MassTech currently requires the Member Relations and Operations Specialist to be able to work at our Westborough office a minimum of two days a week. This hybrid work arrangement is subject to change.

To Apply:

Please submit your resume and a brief cover letter outlining your relevant experience and interest in this role.

MassTech is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

MassTech offers a hybrid work schedule and a competitive total rewards package.