Senior Operations Associate (Member Benefits)

Location: Charlottesville, VA (preferred), or select US East Coast locations (GA, FL, NC)

Working model: Flexible working with periodic travel to the Charlottesville office for key collaboration, planning sessions, and stakeholder engagement

Do you know when to solve a problem yourself and when to bring others in? Do you enjoy keeping things running smoothly while finding ways to make them better? Looking for a role where your operational decisions shape how members experience their benefits?

As Senior Operations Associate (Member Benefits) at CFA Institute, you will play a central role in the day-to-day delivery of key member benefits. You will sit at the centre of benefit delivery, running day-to-day operations while identifying opportunities to improve performance, resolve issues, and enhance the overall member experience. Working across internal teams, external partners, and global stakeholders, your focus will be on ensuring member benefits run effectively and continuously improve.

What You’ll Do

• Run the day-to-day delivery of a select number of member benefits, ensuring consistent and reliable execution

• Manage queries and issues, making clear decisions on resolution versus escalation

• Coordinate across internal teams, external vendors, societies and stakeholders to maintain service quality

• Support member benefits and services such as career programmes, mentoring, and the job board

• Monitor performance and usage, using data to identify trends and explain what is driving them

• Turn insights into practical recommendations to improve benefit delivery

• Identify recurring issues and implement process improvements

• Contribute to reporting and dashboards that track performance and engagement

• Support the scaling of member benefits and services, including improving efficiency through automation and AI

What We’re Looking For

• Experience in operations, service delivery, programme support, or customer-focused roles

• Proven ability to run or support day-to-day service or operational delivery

• Strong judgement and problem-solving skills, with the ability to triage and escalate effectively

• Confidence working with data, including identifying patterns and explaining trends

• Experience working across teams and coordinating with multiple stakeholders

• Strong communication skills in a global, cross-functional environment

• Highly organised, able to manage multiple priorities in a fast-paced setting

• A proactive mindset focused on improving how things work

• Experience in member-facing or service-based environments is desirable but not essential, including exposure to areas such as mentoring programmes, communities, job boards, or career-related services

Backgrounds in operations, customer service environments, programme coordination, or service-based organisations are particularly relevant.

This role is best suited to someone who enjoys operational ownership and problem-solving, rather than purely strategic or project-based work.

Why Join Us

• Support benefits and services used by a global membership of over 200,000 investment professionals

• Join a team at a key stage of growth, with new benefits being launched and scaled

• Work across a wide range of stakeholders, including product, data, marketing, operations, societies and external partners

• Gain exposure to global benefit delivery and cross-functional collaboration

• Contribute to improving how benefits operate and scale

This is an Associate Manager level role (internally titled Associate Manager, Member Value Delivery).

At CFA Institute, we are committed to transparency and equity in our hiring process. In compliance with wage transparency laws in many of the jurisdictions in which we recruit, we provide the following information regarding compensation for this position: Expected salary range: US $80,000–$90,000 per year. All salary ranges are subject to adjustment based on experience, education, location and other factors relevant to the position. Additional benefits include eligibility for an annual incentive bonus, a 12% employer contribution to a 401(k) plan, and a comprehensive medical benefits package.

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About CFA Institute

CFA Institute are the global leader in investment excellence and ethics. With nearly 200,000 charterholders across 160 markets, we drive professional growth, ethical behavior, and better markets. We care about our employees’ wel