Member Centric Support Lead

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

NOTE: This role is hybrid and requires 2 days a week onsite in out Walnut Creek, CA office.

Job Summary:

The Member Centric Support Lead is a pivotal role within our organization, championing our commitment to exceptional member service across all touchpoints. This individual will lead a team of Member Success Associates, fostering a culture of service excellence, emotional connection, and attention to detail. The Lead will empower their team to deliver personalized, seamless experiences that exceed member expectations while leveraging technology and data-driven insights to continuously improve processes and drive innovation. Additionally, this role will ensure a consistent member-centric approach across all products and services offered in our stores, collaborating closely with internal business partners to align touchpoints, processes, technology solutions, sales efforts, and procedures.

RESPONSIBILITIES / JOB DUTIES:

• Leadership & Culture:
  • Cultivate a member-centric culture within the team, promoting our core values and fostering a positive, collaborative work environment.
  • Set clear expectations for performance and member service, providing regular coaching and feedback to team members.
  • Lead by example, demonstrating a passion for member satisfaction and a commitment to continuous improvement.

• Operational Excellence:
  • Oversee day-to-day operations of the Member Success team, ensuring efficient and effective service delivery.
  • Monitor key performance indicators (KPIs) and service levels, identifying opportunities for improvement and implementing solutions.
  • Collaborate with cross-functional teams to streamline processes, enhance the member experience, and drive operational efficiency.

• Member Engagement:
  • Develop and implement strategies to deepen member relationships, fostering loyalty and advocacy.
  • Proactively seek member feedback, analyze trends, and implement initiatives to address member needs and preferences.
  • Empower team members to build genuine emotional connections with members, going above and beyond to create positive and memorable experiences.

• Technology & Innovation:
  • Leverage technology to personalize interactions, streamline processes, and enhance the member experience.
  • Stay abreast of emerging trends and technologies, identifying opportunities to innovate and improve service delivery.
  • Partner with IT and other stakeholders to implement new tools and solutions that drive efficiency and member satisfaction.

• Employee Development:
  • Invest in the development of team members, providing ongoing training, coaching, and mentorship.
  • Create a culture of learning and growth, encouraging team members to develop their skills and reach their full potential.
  • Recognize and reward exceptional performance, fostering a sense of pride and accomplishment within the team.

• Cross-Functional Collaboration:
  • Partner with internal business partners (e.g., product, sales, marketing, operations) to ensure a consistent member-centric approach across all products and services offered in our stores.
  • Collaborate on the design and implementation of seamless touchpoints, processes, technology solutions, sales efforts, and procedures that prioritize the member experience.
  • Provide insights and recommendations to enhance member-centricity throughout the organization.

KNOWLEDGE AND SKILLS:

• Leadership and Management: Proven ability to lead and motivate teams, set clear goals, and provide effective coaching and fe