Manager of Member Services

Overview

The Manager of Member Operations is responsible for the comprehensive oversight and management of all member service and billing operations for the Cooperative. This role ensures exceptional service delivery, operational excellence, and regulatory compliance across member-facing functions including customer service, billing, accounts receivable, collections, and capital credits. The position leads cross-functional teams, implements strategic initiatives, manages key operational relationships, and drives continuous improvement in member experience and operational efficiency.

This manager collaborates closely with the Senior Vice President of Operations to execute the Cooperative's strategic vision while maintaining day-to-day operational excellence.

• Bachelor s degree (BS or BA) in Business Administration, Accounting, or related field preferred.
• Minimum of seven to ten (7-10) years of progressive experience in utility member service, billing, and/or accounts receivable operations, or equivalent combination of education and experience.
• Minimum of five (5) years of supervisory or management experience leading teams and managing complex operational functions.
• Experience with electric utility operations, cooperative governance, and regulatory compliance strongly preferred.
• Demonstrated proficiency with customer information systems, billing software, and financial management.
• Ten (10) years of relevant utility experience may be considered in lieu of degree, with additional specialized training in management and leadership skills.