Manager, Membership Engagement and Experience at MGMA-ACMPE – Denver, Colorado

Living the vision of "Advancing the business of healthcare today for a better tomorrow," Medical Group Management Association (MGMA) works to perpetuate success throughout the healthcare industry as the premier association for professionals who lead medical practices. Since 1926, through data, people, insights, and advocacy, MGMA empowers medical group practices to innovate and create meaningful change in healthcare. We believe the future is what you make it, and we’re here to support the people who are ready to make the world a better place. Tomorrow will be remarkable because MGMA is here to help.

The Medical Group Management Association (MGMA is looking for a Manager, Member Engagement & Experience to join our Denver/hybrid team.

The Manager, Member Engagement & Experience is accountable for the design, delivery, and continuous improvement of MGMA’s member engagement experiences across communities, networks, recognition programs, and volunteer experiences. This role advocates for the member experience and works alongside Product Owners and cross-functional leaders as a peer, jointly shaping engagement outcomes while retaining clear ownership of experience quality, adoption, and operational excellence.

Essential Functions:

Engagement Strategy & Experience Ownership

• Own the engagement experience strategy across communities, peer networks, recognition programs, and volunteer touchpoints.
• Define engagement goals, success metrics, and experience standards aligned to membership outcomes.
• Apply a learning mindset to continuously assess and improve engagement journeys, using methods such as surveys/NPS, interviews, journey mapping, usability-style testing, etc, to gather feedback and data.
• Other duties as required.

Program & Portfolio Delivery

• Lead end-to-end delivery of engagement programs, including design, execution, operating rhythms, and improvement cycles.
• Ensure consistent, high-quality engagement experiences across digital and in-person channels.
• Manage engagement initiatives aligned to the membership roadmap and organizational priorities.

Community & Network Management

• Oversee MGMA communities and networks to drive peer connection, participation, and learning.
• Serve as the subject-matter expert for community operations and best practices.

Technology & Platform Leadership

• Own day-to-day engagement operations within the Higher Logic community platform.
• Configure, manage, and optimize community structures, workflows, content models, and moderation practices.
• Partner with Product, Marketing and Technology teams to inform platform enhancements and engagement capabilities.

Data, Insights & Continuous Improvement

• Define, measure and monitor engagement KPIs across programs and platforms.
• Analyze participation, usage, and sentiment data to identify improvement opportunities.
• Translate insights into actionable enhancements to programs and experiences and demonstrate achievement of desired outcomes.

Cross-Functional Leadership & Launch Readiness

• Work alongside Product Owners as a peer to shape engagement opportunities, success measures, and launch readiness.
• Partner with Marketing, Chapters, and Technology teams to support adoption and change management.
• Ensure engagement considerations are represented in planning, roadmap, and launch forums.

Supervisory duties:

Direct supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; coaching, mentoring, and providing guidance; planning, assigning, and directing work; setting goals, appraising performance, and recognizing achievements; addressing performance or behavioral issues; and resolving employee concerns.

Knowledge, skills and abilities:

• Ability to consistently promote, support, work, and act in a manner in support of MGMA’s mission, vision, and values/behaviors.
• Deep knowledge of member engagement and experience design principles across digital and in person channels, including communities, networks, recognition programs, and volunteer experiences.
• Demonstrated ability to lead complex engagement programs and portfolios end-to-end, from strategy and design through delivery, optimization, and scaling.
• Strong ability to define engagement goals, success metrics, and experience standards that align with outcomes and organizational priorities.
• Advanced experience using engagement data, KPIs, and member feedback to assess performance and drive continuous improvement.
• Strong analytical and problem-solving skills to translate data and member insights into actionable recommendations.
• Ability to oversee and optimize online community platforms, including configuration, workflows, content models, moderation practices, and operational governance.
• Ability to lead complex programs and influence cross-functional partners without direct authority.
• Ability to design and scale high-quality engagement experiences across platforms, programs, and audiences.
• Strong program and portfolio management skills, including prioritization, operating rhythms, quality control, and continuous improvement cycles.
• Exceptional written and verbal communication skills, including report writing, executive presentations, and stakeholder communications.
• Strong organizational skills with the ability to manage multiple engagement initiatives, platforms, and stakeholder groups concurrently.
• Ability to lead, develop, coach, and evaluate staff in alignment with organizational goals, performance expectations, and applicable employment policies.

Education:

• A Bachelor’s degree in Business Administration, Communications, Marketing, or related field is preferred.

Experience:

• 5–8+ years of experience in member engagement, community management, or program delivery.
• 3 years of experience in a lead or supervisory capacity.
• Demonstrated expertise managing online communities, including hands-on technical experience with platforms such as the Higher Logic.
• Working knowledge of CRM/AMS platforms and member lifecycle models.
• Experience working with associations, chapters, or membership-based organizations preferred.
• Experience operating in a federated or matrixed environment preferred.
• Familiarity with healthcare organizations and practices preferred.

An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.
• Must have valid driver's license.

Working environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is generally performed in an indoor, professional office environment.
• Will need to attend conferences and MGMA events in various locations around the United States on a regular basis.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, fax machines, and scanners.
• Regular, predictable attendance is required.

Physical Activities:

The physical demands described here are representative of those that must be met by employees in this role, to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, employee is regularly required to successfully interact and accurately exchange information using the following suite of verbal and non-verbal communication skills critical to expressing oneself and conducting professional interactions on behalf of the business:

• Ability to read, write, edit
• Ability to converse, discuss, convey
• Also includes interactive engagement with software applications, computer graphics, and the ability to conduct internet research.

While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following observational abilities:

• Ability to perceive, identify, recognize
• Ability to detect, determine, discern, judge
• Ability to assess, estimate, compare

This is a largely sedentary role, so employee must be able to remain in a sedentary position while focusing for extended periods of time throughout the workday. Position also requires occasional movement inside the office to access file cabinets, printers, etc.

While performing the duties of this job, employee is regularly required to successfully navigate scenarios requiring the following operational abilities:

• Ability to operate PC/keyboard and other office productivity equipment
• Ability to position self to traverse/navigate around typical office setting
• Ability pull/push, lift, open/close, grasp/manipulate, transport up to 10 lbs.

Why Work for Us:

MGMA prides itself on providing team members from all walks of life with an inclusive work environment and comprehensive benefits package, including medical, dental, and vision coverage, life insurance, and both short- and long-term disability. We invest in our employees' growth with a 401(k) plan featuring company match, profit-sharing, and professional development opportunities. We prioritize work-life balance through a hybrid work schedule, an employee assistance program, and a generous time off package, which includes three weeks of vacation, 80 hours of sick time, and 11 paid holidays. From a flexible spending account and on-site fitness center to volunteer opportunities and tuition assistance, MGMA is committed to giving employees a well-rounded and gratifying employment experience.

We are an equal opportunity employer. All applicants shall be considered according to their individual qualifications, abilities, experience, and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status, or any other basis protected by applicable law.

MGMA does not engage in immigration sponsorship or relocation assistance.

The application deadline is April 24, 2016. This may be extended in the event additional time is necessary to receive a sufficient number of qualified candidates. The approximate salary range for this position is $100,000-$120,000, depending on the skills, education, and experience of the candidate.

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