Role Description

St. Louis REALTORS® is seeking a Director of Membership & Operations to lead our membership team and oversee the core systems and processes that power our association. This role combines high-touch member service with hands-on operational leadership across our AMS, MLS/Supra integrations, phone systems, and key front-desk functions. The ideal candidate has 3+ years of experience in association or membership, strong technical and process-improvement skills, and a passion for building efficient, member-friendly operations.

In This Role, You Will

• Lead and coach the membership and front-line service team to deliver responsive, high-quality support to residential, commercial, and affiliate members.

• Oversee the membership lifecycle and ensure accurate, timely updates across local, state, and national systems, as well as MLS and Supra keybox access.

• Own data integrity and reporting in our AMS (Rapattoni), and partner with finance on membership-related billing and reconciliation.

• Serve as primary liaison to key vendors (Rapattoni, Supra, phone system), helping to troubleshoot issues, coordinate upgrades, and improve system performance.

• Oversee operation of the REALTOR® Store, inventory, and related member-facing processes.

• Continuously review and improve operational workflows, SOPs, and member-facing touchpoints to reduce friction and increase consistency.

• Collaborate with other departments (education, professional standards, commercial, communications, finance) to support programs, events, and initiatives that drive member engagement.

What You’ll Do

• Lead and coach the membership team to deliver responsive, high-quality service.

• Manage the membership lifecycle: applications, onboarding, changes, terminations, billing support, and compliance.

• Ensure data integrity and reporting within our AMS and related systems.

• Help shape and improve processes that make it easier for members to do business with us.

• Oversee the REALTOR® Store and support member-facing programs, events, and courses as needed.

After first 90 days 1 remote work day per week is allowed.

What We’re Looking For

• Associate’s degree required; bachelor’s degree in business, management, communications, or a related field preferred.

• 3+ years of experience in membership, association management, customer service, or related operations, with some supervisory or team lead responsibilities.

• Strong comfort with technology, including Microsoft 365 (Outlook, Word, Excel) and database/CRM or AMS tools (Rapattoni experience a plus).

• Proven ability to interpret and communicate membership requirements, policies, and keybox rules to members and brokers.

• A process-minded, detail-oriented problem solver who can manage multiple priorities without losing sight of member experience.

• Excellent written and verbal communication skills, with a calm, professional demeanor—even when dealing with complex or sensitive member issues.

• Experience in a REALTOR® association, MLS, or trade association environment is strongly preferred.

About You

You’ll be successful in this role if you:

• Have an associate’s degree (bachelor’s in business, management, communications, or a related field preferred).

• Bring 3+ years of experience in membership, association management, customer service, or operations, including some supervisory or team lead responsibility.

• Are comfortable with technology, including Microsoft 365 (Outlook, Word, Excel) and database/CRM or AMS platforms (Rapattoni experience a plus).

• Understand (or can quickly learn) the REALTOR® ecosystem—local, state, and national associations, MLS, and electronic keybox (Supra) access.

• Think in terms of process and systems, not just tasks—always looking for ways to streamline, standardize, and improve.

• Communicate clearly and calmly, especially when explaining membership requirements, policies, and keybox rules to members and brokers.

• Can juggle multiple priorities while maintaining a positive, professional, member-focused demeanor.

Experience in a REALTOR® association, MLS, or trade association is strongly preferred.

About St. Louis Association of REALTORS

St. Louis REALTORS® is a leading local trade association representing nearly 8,000 real estate professionals throughout the St. Louis region. We are committed to supporting our members’ success through advocacy, education, professionalism, and community impact—helping to strengthen both the real estate industry and the communities we serve.

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