Membership Operations Manager

Membership Operations Manager

Reports to: General Manager

Functional Accountability:Head of Membership and Sr. Membership Manager for member-facing execution

Position Summary

Membership Operations Manager owns the administrative and operational infrastructure behind House 120 Membership, ensuring that agreements, payments, records, systems, benefits and renewals are accurate, organized and executed efficiently. The role also serves as the liaison between the Operations and Membership departments and supports broader House operations, including serving as a member of the concierge team.

Key Responsibilities

• Partner closely with the Sr. Membership Manager to support prospect administration and ensure seamless conversion and new-member activation.
• Own membership agreements, amendments, renewals, changes, freezes, cancellations and documentation.
• Manage payment administration and follow-up, including outstanding and failed payments and coordination with Finance.
• Maintain accurate CRM records and Membership reporting across prospects, conversions, active members, payments, renewals and expirations.
• Administer membership tiers, benefits, credits, guest passes, special terms and entitlements.
• Ensure new members are fully activated across systems and internal teams have accurate membership information.
• Track utilization of key membership inclusions and proactively flag gaps or outstanding items.
• Maintain a forward-looking renewal calendar and manage the administrative renewal process.
• Provide timely Membership reporting and proactively flag issues requiring attention to the Chief Membership Officer and Membership Manager.
• Own operational projects, trackers, SOPs, documentation and cross-functional follow-through as assigned by the General Manager.

Key Performance Indicators

• Agreement, payment and member activation accuracy
• CRM and Membership record accuracy
• Timeliness of Membership execution and follow-through
• Renewal readiness and completion
• Member benefit and utilization tracking
• Concierge/member support
• Operational project completion

Benefits:

• Competitive hourly part time rate 
• Comprehensive health and wellness benefits package for FT employees
• Vacation and paid time off for FT employees
• Opportunities for professional development and advancement
• Access to club facilities