Assistant Manager of Member Services         

NALP seeks an Assistant Manager of Member Services to support member engagement and development efforts while also providing outstanding customer service, accurate data management, timely order fulfillment, and broad administrative support.

NALP is a Washington, D.C.-based non-profit legal educational association with a staff of 13 full-time professionals dedicated to helping our members become experts in the field and excel in their jobs. 

The Assistant Manager of Member Services will complete duties including:

Member Services

• Promoting the value of NALP, including professional development opportunities, volunteer opportunities, inclusion initiatives, public service initiatives (including PSJD), to current and prospective members.
• Providing administrative support to volunteer governance groups, including the Nominating Committee, the Regional Leadership Council, the Board of Directors, and various programs and projects.
• Providing support for the association’s membership database, including data entry, spreadsheet and PDF preparation, mail merges, report writing, mailings, and customer service related to these and other systems.
• Coordinating engagement efforts with new members including sending welcome communications, developing and hosting new member webinars, and coordinating new member welcomes from the Regional Representatives on the Regional Leadership Council.
• Serving as the staff liaison to the Newer Professionals Section and exploring opportunities for collaboration with the Experienced Professionals Section.
• Administering the implementation, logistics, and growth of NALP’s forthcoming credentialing programs working closely with the Senior Director of Member Professional Development, Communications, and Research.
• Identifying, recommending, and implementing improvements to internal systems and workflows, including continued refinement of the membership renewal process and long-term automation planning.
• Contributing to the redesign and streamlining of web-based platforms and knowledge management systems to improve the accessibility and clarity of member resources.
• Maintaining positive relationships with members to serve as a connector, problem-solver, and feedback channel between members and the NALP staff team.

Meetings

• Providing support for the association’s conference registration system by working closely with the Director of Member Services to ensure a seamless on-line and on-site event registration process.
• Serving as part of the onsite support team for some association conferences and events.

Office Administration

• Serving as the primary responder to telephone and e-mail inquiries.
• Providing direct member support and customer service via telephone and email.
• Completing all order fulfillment, invoicing, shipping, and mailing for the association’s online bookstore.
• Recording and managing accounts receivable.
• Providing as-needed support for a variety of in-house data collection, reporting, and posting systems.
• Providing general office and administrative support for staff, maintaining a functional and tidy administrative office, and performing other duties as assigned.

Skills

The Assistant Manager’s responsibilities require proficiency and accuracy with database entry and management, spreadsheet use, and word processing.    

The Assistant Manager will also have a demonstrated ability to think critically and strategically, work collaboratively with members and committees to enhance engagement efforts and support initiatives that promote long-term organizational growth.

This position requires the ability to work quickly and accurately in a self-directed manner, take initiative in problem-solving and trouble-shooting, work both  collaboratively and independently, communicate accurately and effectively with co-workers, members, and the public on the telephone, in person, and in writing, provide high quality customer service to members and the public, present information effectively both orally and in writing, juggle multiple tasks and return to tasks after interruption, prioritize in order to meet multiple and competing deadlines, complete tasks with an excellent attention to detail and accuracy, ask questions and seek guidance when necessary, accept responsibility for delegated assignments, handle financial matters with integrity and honesty, learn new skills and master new applications as needed, maintain positive working relationships with supervisors and co-workers, observe confidentiality of association matters, and lift boxes up to 40 lbs.

Experience

Work experience providing a high-level of direct customer service is required. Proficiency with web-based applications, interactive databases, and all components of MS Office (Word, Excel, Outlook, PowerPoint) is also essential.   Experience supporting a member database and conference registration system, fulfilling orders, and using a content management system is preferred.  Prior work experience for a member association is preferred.  (Alternatively, prior work experience for a law firm or a law school, or an understanding of the legal employment industry will also be considered.)  Experience using an association management system is a plus.

Other

Some travel is required. 

Bachelor’s degree preferred.  This full-time position is under the general supervision of the Senior Director of Operations,  Member Services, and Meetings and the Director of Member Services and is evaluated by the Executive and Deputy Directors.  Benefits include fully paid employee medical and dental insurance coverage, paid holidays, sick leave, vacation, and a retirement plan.  Position is available immediately. Starting salary of $68K- $75K depending on experience.

Under NALP’s Workplace Location Policy this is a hybrid position that calls for the Assistant Manager to work from the NALP office a minimum of 1-2 days per week in order to complete the responsibilities of the position.  This hybrid role can only be performed within the US in one of the following states:  Maryland, Virginia, and Washington, DC. We regret that we’re unable to consider candidates located outside of this location list for this opportunity due to our business registration status.

To apply, submit a resume, a list of three references, and a cover letter indicating requested salary by email (info@nalp.org) to:

              Jay Richards, Senior Director of Operations, Member Services, and Meetings
              NALP
              Suite 510
              1220 19^th Street, NW
              Washington, DC  20036
              info@nalp.org

In your e-mail application, please put ‘Assistant Manager’ in the subject field.  Review of credentials and interviewing will begin immediately.