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Manager, Member Services Television Academy - 4.5 Los Angeles, CA Job Details $71,000 - $75,000 a year 1 hour ago Benefits Disability insurance Health insurance Dental insurance Flexible spending account Pension plan Vision insurance Life insurance Qualifications Customer communication Research Full Job Description The Television Academy , based in the NoHo Arts District in North Hollywood, California, is a nonprofit organization devoted to celebrating and empowering storytellers to push the boundaries of what Television can be. The only major organization fully representing the television and broadband screen entertainment industry, it is comprised of over 28,000 members, representing 31 professional peer groups, including performers, directors, producers, art directors and various other artisans, technicians and executives. The Television Academy recognizes excellence among its peers with the Emmy award, culminating in the Primetime Emmy Awards telecast each fall. The Television Academy also produces several other awards shows and a variety of activities and events for its members throughout the year. These events are featured across the Academy's digital platforms and in its award-winning emmy magazine. Established in 1959 as the charitable arm of the Television Academy, the Television Academy Foundation is dedicated to preserving the legacy of television while educating and inspiring those who will shape its future. Through renowned educational and outreach programs, such as

The Interviews:

An Oral History of Television Project, College Television Awards and Summit, Student Internship Program, and the Media Educators Conference, the Foundation seeks to widen the circle of voices our industry represents and to create more opportunity for television to reflect all of society. For more information on the Foundation, please visit TelevisionAcademy.com/Foundation. Our comprehensive benefits package includes health, dental, vision, life and disability insurance; pension plan; optional retirement plan; flexible spending accounts; generous vacation, sick and personal days; and much more. At the Television Academy, we believe in and support workplace diversity, equity, inclusion and accessibility. It is our belief that a diverse and inclusive workforce leads to better discussions, decisions, and outcomes for everyone. In recruiting for our team, we welcome the unique contributions that you can bring. The Television Academy does not discriminate on the basis of education, opinions, culture, ethnicity, race, gender identity and expression, national origin, age, languages spoken, veteran's status, color, religion, disability (mental or physical), family care status, marital status, sexual orientation, beliefs and any other characteristic protected by law. If you have the skills, the passion to make an impact in the television industry and enjoy an enthusiastic work environment where differences of opinion and diverse backgrounds are respected and welcomed, then we want to hear from you! The Television Academy requires all employees to be fully vaccinated against

COVID-19

as a condition of employment. Successful candidates for all positions will be required to submit proof of vaccination against COVID-19 or request an exemption for qualifying medical or religious reasons during the onboarding process. Candidates should not present proof of vaccination until instructed to do so by the hiring department. Manager, Member Services About the Role As the Manager, Member Services, you will be the go-to resource for Television Academy members seeking Academy-related questions and information. As an important member of the Awards and Membership Department, you will provide best-in-class service on membership queries, including but not limited to joining, activities and events, programs, policies, and procedures, and aim to resolve member outreach using a First Contact Resolution approach. This role is ideal for a people-oriented professional who can provide timely, expert guidance to members by phone, email, or in person. You will quickly learn and apply protocols to deliver accurate, consistent information, and use strong creative thinking and problem-solving skills to support research assignments while managing multiple projects simultaneously. What You'll Do Member Communications & Service Manage high-volume member communications across email and phone, delivering timely, knowledgeable, and effective support that embraces the department's service ethos of First Contact Resolution. Support the rollout of a new Zendesk service platform, with primary responsibility for the daily management of ticketing assignments, replies, and service workflows. Provide ongoing feedback and insights on service processes, trends, and opportunities for improvement. For Televerse, the Academy's annual television festival, knowledgeably answer questions about festival programming, pricing, and general FAQs, and respond to outreach from both members and non-members. Integrate diversity and inclusion best practices across all Member Services initiatives and communications and collaborate with colleagues across the organization to ensure they are incorporated in all Academy programs. Events & Emmy Voting Support Manage member attendance for in-person All-Academy and FYC events. Partner with the Event Production team to receive late promotions, RSVP results, and member turn-aways; input relevant data for each event; excuse late cancellations; and manage absences. Create periodic and season-end reports on the annual cycle of FYC events. Initiate preparation for, and serve a leading role in, the daily management of the Voter Resource Center during both the nomination and final rounds of Emmy voting. Quickly build expertise on the rules of the competition and members' voting eligibility to respond to member queries. Compile daily and comprehensive Voter Resource Center data for year-over-year comparison and provide input and recommendations for process improvements. Member Records & Administration Maintain accurate member records, manage member bounce-back emails, and conduct outreach to update records. On behalf of members applying for or extending a green card or visa, draft letters to U.S. Citizenship and Immigration Services confirming membership and detailing the criteria necessary to join the Academy and their specific peer group. Conduct research, track data, and prepare top-line reporting. Assist with departmental needs, special projects, and new initiatives as needed.

What We're Looking For Strong Communicator:

Excellent written and verbal skills to provide timely, expert guidance to members by phone, email, or in person.

Detail-Oriented & Organized:

Strong organizational, time management, and problem-solving skills, with the ability to manage multiple projects simultaneously.

Team Player & Independent Thinker:

You work well independently and as part of a team, collaborating with colleagues across the Awards and Membership Department and the organization.

People-Oriented:

You bring compassion, patience, and a sense of humor to every member interaction and are committed to delivering best-in-class service.

Quick Learner:

You can quickly learn and apply protocols to deliver accurate, consistent information to members.

Tech-Savvy:

Adept using Microsoft Office products (Word, Excel, Outlook, PowerPoint, SharePoint Online), Google Docs, and/or other web-based applications to create sustainable protocols and efficiencies for department files and documents. Knowledge of streaming systems (Apple TV, Roku, Amazon Fire TV Stick, Chromecast, etc.) is a plus. What You Bring BA/BS degree preferred 3+ years of experience in member or customer service Television industry experience is a plus This is an exciting opportunity for someone who is passionate about television, customer service, and engagement. You will thrive in a dynamic environment where organization, attention to detail, and collaboration are key. Compensation The expected salary range for this position is $71,000 - $75,000 annually. Salary offers are based on a wide range of factors including but not limited to relevant skills, training, experience, and education depending on experience. Our comprehensive benefits package includes a flexible hybrid work environment, health, dental, vision, life and disability insurance; pension plan, optional retirement plan; flexible spending accounts; generous time off policies; professional development resources, and much more. Ready to join us? Submit your resume and brief cover letter to:

Disclaimer :

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. As the organization continues to evolve, duties or tasks may change without impacting the overall job description.