Position is full-time, exempt, salary range $65,000 - $75,000 annually, hybrid (3 days in office currently; subject to change)

Summary of Position

The Manager, Member Services, provides support to the Director, Member Services as the department evolves and develops into one Television Academy members recognize as their go-to for Academy-related questions and information.

As an important member of the Awards and Membership Department, the ideal candidate must be able to work collaboratively, possess excellent written and verbal skills, be detail oriented, and understand a range of technology to support and organize the Member Services Department.

With the goal of enhancing the member experience, a 'people-person' will thrive in this role, as engaging with Academy members to provide response and expert guidance via phone, email or in person, will be a primary function. Further, the ability to quickly assimilate information and master protocols will be necessary to ensure accurate and consistent messaging is achieved. Natural traits such as compassion, patience and a sense of humor will serve the role well.

A creative thinker with problem-solving skills will aid in assignments involving research and when working on multiple projects at the same time.

Duties and Responsibilities

• Provide best in class service to members pertaining to queries about Academy membership, including but not limited to joining, activities and events, policies, and procedures
• Coordinate responses to member communications pertaining to broad questions about the Academy, including activities and events, policies, and procedures
• Manage multiple email accounts and promptly respond to resolve member queries with the aim of first touch resolution
• Integrate diversity and inclusion best practices across all member services initiatives and collaborate with colleagues across the organization to ensure incorporation in all Academy programs
• Manage FYC member attendance for in-person live events, with oversite by the Director, Member Services. This responsibility includes working with the Event Production team to receive RSVP results and/or member turn-away, input relevant data for each event, excuse absences, create periodic and season-end reports on live FYC Events
• Supervised by the Director, Member Services, lead preparations for and serve as the key point of contact for the Voter Resource Center, during both the nomination and final round of Primetime Emmy voting. Quickly gain expertise on rules of the competition and members' voting eligibility. Provide input on process, staffing needs, compile daily and comprehensive data for year-over-year comparison. Provide feedback and recommendations for improvements
• On behalf of members applying for or extending a green card or visa, work with the Director, Member Services to compose letters to U.S. Citizenship and Immigration Services that confirms membership and details the criteria necessary to join our organization and their specific peer group
• Adept at research, tracking data and creating reports
• Maintain accurate member records, manage member bounce back emails, and update records as required
• Assist with special projects and new initiatives, as needed

Minimum Requirements

• BA/BS degree preferred
• 3+ years in member or customer service
• Ability to work independently and as part of a team
• Adept using Microsoft Office Products (Word, Excel, Outlook, PowerPoint, Share Point online), Google Docs and/or other applications that aid in web-based organization, to create sustainable protocols and efficiencies for department files and documents
• Knowledge operating streaming systems (Apple TV, Roku, Amazon Firestick, Chromecast, etc.) is a plus

Desired Qualities

• Television industry experience highly desirable
• Expertise in utilizing data to create reports in Excel, Google Docs or other applications
• Excellent written and verbal skills
• Strong organizational, time management and problem-solving skills

Disclaimer: This description should not be construed to contain every function or responsibility. At management's discretion, the employee may be assigned different or additional duties from time to time.

Applicants must reside in the Los Angeles metropolitan area. Qualified applicants should submit resume with cover letter to: careers@televisionacademy.com