Membership Services and Experiences Lead in Washington, District of Columbia at Zeta Phi Beta Sorority Incorporated

Job Summary
The Membership Services and Experience Lead is responsible for creating positive, consistent, and meaningful experiences for members across every stage of their membership lifecycle. This role manages incoming membership applications across all categories, ensures accurate and up-to-date member records, and serves as a knowledgeable resource and guide for members navigating organizational processes.

Position: Full-Time
Reports to: Associate Director, Membership Services and Experiences
Work Location: Hybrid - On-Site Days Required
FLSA Category: Non-Exempt
Salary Range: $60,000 - $70,000
Standard Schedule: Monday-Friday (some weekends and evenings required)

About the Organization
Zeta Phi Beta Sorority, Incorporated (ΖΦΒ) was founded on January 16, 1920, at Howard University by five trailblazing women. The sorority is built on the principles of Scholarship, Service, Sisterhood, and Finer Womanhood. It is a historically Black sorority and a member of the National Pan-Hellenic Council. With over 125,000 initiated members and more than 900 chapters worldwide, the organization is known for its community-conscious, action-oriented programs, including Z-HOPE (Zetas Helping Other People Excel).

Key Responsibilities

Membership Operations
- Review, process, and track Reclamation, Charter, New Member, Auxiliary, Transfer, and all other membership category applications in accordance with organizational policies and timelines.
- Monitor and support the operational onboarding process for new members, ensuring timely access to required systems, platforms, and resources.
- Maintain accurate and up-to-date membership records on an ongoing basis, performing regular audits to ensure data integrity across membership systems.
- Process requests to verify and vet members for conference registrations, leadership roles, and other eligibility-based opportunities.
- Identify and flag discrepancies, policy gaps, or workflow inefficiencies in membership processing and recommend process improvements.
- Partner with internal departments to ensure membership materials, communications, and resources are coordinated and distributed in a timely manner.
- Maintain working knowledge of all membership categories, bylaws, and policies to accurately respond to member inquiries and process requests.
Membership Experience
- Serve as a primary point of contact and concierge for members navigating organizational processes, guiding them through the full lifecycle of their membership.
- Provide a welcoming, informative, and consistent experience across all member interactions — phone, email, and in-person on required on-site days.
- Provide logistics and production support for membership-related events, conferences, and programming at the International Headquarters or off-site.
- Review satisfaction surveys and other experience data to identify trends, surface insights, and recommend improvements to the member experience.
- Review the Members Only Portal regularly to identify opportunities to improve content, accessibility, and available resources for members.
- Proactively identify and escalate recurring member pain points or experience gaps to the Associate Director.
Support and Reporting
- Provide administrative and project support to the International First Vice-President and membership-oriented committees, including scheduling, document preparation, and follow-up.
- Partner with the Service team to respond to Help Desk tickets, troubleshoot member issues, contribute to training materials, and draft internal and member-facing communications.
- Compile and prepare membership data for monthly and quarterly reports for the IHQ, International Board of Directors, and Appointed Officers.
- Maintain organized records of membership processing activity, experience feedback, and operational workflows.
- Support the tracking and management of membership inventory, materials, and fulfillment.
- Provide day-to-day supervision, coaching, and feedback to a direct report, supporting their growth and performance.
Qualifications
- Associate's degree or higher preferred; high school diploma or GED required.
- Minimum 2 years of experience in customer service, member or donor-based organizations, cultural institutions, or a similar service-oriented environment required.
- Minimum 1 year of supervisory, team lead, or mentorship experience preferred.
- Experience with data entry, records management, or application processing strongly preferred.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, SharePoint, and Teams) required.
- Experience in public speaking, facilitating, or conducting training preferred.
- Experience with CRM platforms, membership management systems, or help desk tools preferred.
Knowledge, Skills, Abilities
- Strong attention to detail and accuracy in data entry, record-keeping, and application processing.
- Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with members, colleagues, and leadership.
- Strong problem-solving skills and the ability to provide timely, accurate resolution to member inquiries and operational issues.
- Ability to manage and prioritize multiple workflows simultaneously in a fast-paced, deadline-driven environment with minimal supervision.
- Strong collaborative skills with the ability to work effectively across departments and with volunteer leadership.
- Ability to provide clear direction, feedback, and coaching to a direct report in a way that supports their development and performance.
- Proactive approach to identifying opportunities to enhance the member experience and improve operational processes.
- Ability to handle sensitive and confidential member information with discretion and professionalism.
- Familiarity with nonprofit membership structures, volunteer governance, or fraternal organizations a plus.

About the Team

Established in 1948 by the 12th International President and first Executive Secretary (now Executive Director), Lullelia Walker Harrison, the International Headquarters (IHQ) of Zeta Phi Beta Sorority, Incorporated was the first Black sorority to establish a national headquarters. The IHQ team works collaboratively to support the sorority's mission and ensure efficient and effective operations across its numerous chapters worldwide. Grounded in our core values, integrity, diversity, equity, inclusion, respect, collaboration, and accountability, the team serves as the neutral center of global operations. The team strives to be the catalyst for modern, innovative, reliable, and sustainable solutions that create effective business practices, enhance the member experience, and promote the global community impact of the organization.

As an organization founded by five, Black women, we acknowledge that BIPOC and woman-identifying candidates are less likely to apply to jobs unless they meet every requirement. Do not be deterred if your experience does not align perfectly with every qualification in the job posting.

The International Headquarters of Zeta Phi Beta Sorority, Incorporated works to include diversity among its workforce and does not discriminate in the selection of its employees based on factors including but not limited to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability, income, marital status or other characteristics protected under federal.