Manager, Member Support & Success

The Manager, Member Success and Support is responsible for leading the day-to-day delivery of exceptional service, support, and operational execution for members across LeadingRE and Luxury Portfolio programs. This role combines member success, support operations, and program administration responsibilities to ensure a consistent, high-quality member experience at every stage of engagement. This job is based in our Chicago Loop HQ, where we maintain a hybrid schedule. 

Key Responsibilities

Team Management

• Lead, coach, and develop the Member Success and Support team, ensuring clear expectations, accountability, and strong service delivery.
• Manage day-to-day team operations, workload prioritization, and service standards to ensure timely and accurate responses to member needs.
• Provide training, feedback, and performance management that supports team effectiveness, collaboration, and continuous growth.

Member Experience & Support

• Ensure a high-quality member experience by delivering responsive, professional support across programs, services, events, and resources.
• Oversee resolution of member questions, issues, and escalations, ensuring follow-through and strong service recovery when needed.
• Identify member needs and opportunities to increase awareness, adoption, and engagement with available programs and tools.

Training, Communication & Continuous Improvement

• Ensure the team is trained on programs, systems, policies, and procedures so they can effectively support members and deliver a consistent experience.
• Monitor service activity, member feedback, and support trends to identify improvement opportunities and recommend process enhancements.
• Partner with cross-functional teams to improve workflows, strengthen communication, and support broader member success initiatives.

What Success Looks Like

• Service issues and member concerns are resolved efficiently, with strong follow-through and a focus on member satisfaction and retention.
• Processes are well organized, scalable, and continuously improved based on data, feedback, and operational needs.
• Strong internal partnerships support seamless execution, better communication, and greater overall value to members.
• Optimize advertising operations to drive revenue growth and enhance business outcomes.
• Ensure accurate, timely execution of listing feed management and special projects that contribute to the organization’s financial performance.
• Provide clear, consistent reporting and communication to leadership and stakeholders, supporting transparency and informed decision-making.

• Bachelor’s degree in business, communications, marketing, or a related field preferred.
• 3+ years of experience in member services, customer success, account support, operations, or a related field, preferably in real estate, professional services, or membership-based organizations.
• Prior people management experience with demonstrated ability to lead teams, build accountability, and support performance and development.
• Strong communication, relationship management, and problem-solving skills, with the ability to work effectively across teams.
• Strong organizational and project management skills, with the ability to manage multiple priorities and improve operational processes.
• Experience with CRM or service platforms and comfort using data and reporting to monitor trends and improve service delivery.
• This job description in no way states or implies that these are the only activities to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related responsibilities requested by their manager.

Working Conditions

This hybrid position is based in the Chicago headquarters and combines in-office and remote work as determined by management. The role involves regular use of computers and phones as well as participation in in-person and video meetings. Flexibility and professionalism are expected to meet business needs. Occasional travel may be required.

Company Benefits

The Company provides a comprehensive benefits program for its employees, including but not limited to, paid time off, short- and long-term disability programs, life insurance, comprehensive health insurance (vision, dental, medical), and a 401(k) plan.

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.