SR Member and Audience Service Rep

Position Summary:

This position is responsible for assisting the Manager with organizing and improving service desk workflows and operational efficiencies for Minnesota Public Radio (MPR). The Member & Audience Services team serves as the primary point of contact for supporting MPR members and audiences.

We are seeking a Senior Member and Audience Services Representative with strong technical knowledge of mobile devices, podcasts, and streaming platforms from an end-user perspective. The ideal candidate is customer-oriented, patient, and skilled at supporting listeners who may not be technically savvy. This role requires strong organizational skills, the ability to multitask, and a collaborative approach to problem-solving.

Member & Audience Services focuses on managing communications designed to deepen relationships with our audiences. Within this team, this position supports day-to-day operations and serves as a first point of contact for listeners seeking technical assistance via phone, web, and email.

Expected Compensation Range: $28.75 -$33.75 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity.

Work Location: Hybrid, St. Paul, MN

Application Process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Application Deadline: February 12, 2026 - A preferred candidate has been identified. 

Position Responsibilities:

• Identify cross-functional opportunities to surface barriers to improvement and collaborate with partners to improve communication and issue resolution.
• Advocate for member and subscriber needs to support greater personalization and more efficient resolution throughout the member experience.
• Support the development and alignment of an enterprise-wide intake process for new SOP initiatives, contributing to the identification and prioritization of impactful standards in collaboration with stakeholders.
• Map workflows to identify and eliminate non-value-added steps in order to streamline processes.
• Document programming methodologies and create curated toolkits that translate highly technical information into clear, value-driven resources for internal and external audiences.
• Build and maintain a knowledge base to support training and core project work.
• Create and diagram workflows for inclusion in the knowledge base.
• Contribute to the development and alignment of the annual strategic plan, including providing input on budget considerations, initiative timelines, and dependencies.
• Assist with optimizing strategy and planning to enhance customer service for MPR members and audiences, as well as national APM programs.
• Support the coordination of training for technical staff to enhance skills and align with evolving business strategies.
• Contribute to training resources and learning opportunities that support skill development and professional growth.
• Assist with schedule coordination to support service coverage and operational needs.
• Investigate and resolve member and audience issues, major incidents, and technical problems related to MPR podcasts, websites, and in-house applications on Android and Apple devices.
• Work cross-functionally with other technical teams to support projects as they arise.
• Troubleshoot listener issues related to in-house applications, Wi-Fi connectivity, and iOS software versions.
• Partner with the Manager to identify workflow efficiencies and training opportunities that improve productivity, leveraging technical understanding of Salesforce APIs and their impact on audience experience and revenue.
• Maintain and update the knowledge base of standard operating procedures for internal teams and listeners.
• Compile and analyze service data to assess performance against service levels, identify interaction trends, and escalate potential issues.
• Assist in developing audience-facing member service policies, procedures, and standards.
• Research emerging industry trends through journals, seminars, and conferences, and share insights with the Manager.
• Collaborate with the Manager to develop and execute messaging in response to member and listener questions, comments, and issues.
• Maintain working knowledge of company policies, procedures, government regulations, and accepted business ethics.
• Perform other duties as assigned.

Required Education and Experience:

• Bachelor’s degree or an equivalent combination of education and relevant work experience.
• Fiv