This Role Is Not for Everyone. That's the Point. We're a fast-moving, international business, and our members — intended parents, surrogates, and donors — are going through one of the most significant journeys of their lives. That means the membership function can't run on good intentions alone.

It needs a strong operator:

someone who can build structure out of complexity, hold multiple teams and territories to a consistent standard, and keep dozens of plates spinning without dropping a single one. If you've run operations under pressure before — whether that's membership, events, client services, or anything where the stakes were high and the moving parts never stopped moving — keep reading. What You'll Actually Be Doing This role comes down to owning the global membership function end to end, day to day. In practice, that means: Running the operation. You'll take full operational responsibility for how membership is delivered — onboarding, activation, benefits, ongoing support, admin — making sure every stage of the member journey happens accurately, consistently, and on time, everywhere we operate. Leading the people who deliver it. You'll lead and develop global member services and operations teams, setting clear direction, coaching performance, and building accountability across territories and regional managers. Building the systems that make it scale. Processes, SOPs, workflows, CRM data, reporting — you'll design and continuously improve the operational backbone that lets a global team deliver a consistent member experience, no matter where a member is based. Being the senior escalation point. When a member issue is complex, sensitive, or high-risk, it lands with you. You'll resolve what can be resolved, and know exactly what to bring to the Chief Membership Officer. Deputising for the CMO. When needed, you'll step in to provide continuity of leadership and decision-making, so nothing stalls in their absence. Who Thrives Here You're a genuine operator — you don't just manage a function, you build and fix the machinery underneath it. You've spun a lot of plates before and enjoyed it. A background in events, client services, or another high-pressure, multi-moving-part environment has probably taught you how. You lead teams with clarity, not chaos — people know what's expected of them and why. You read data and member feedback and turn it into decisions, not just dashboards. You're calm under pressure and comfortable being the person complex, sensitive issues land with. You move easily between the operational detail and the bigger commercial picture. You're genuinely aligned with MSJ Global's mission — our members are trusting us with something deeply personal, and that shows up in how you lead. About You Fluent in English and Spanish — non-negotiable, given the territories and members you'll be supporting. Significant senior-level experience in membership, customer experience, member services, operations, corporate events, or client services leadership. A track record of leading and developing teams — setting expectations, driving performance, and building real accountability. Strong understanding of the end-to-end member or customer journey, with experience improving service delivery, satisfaction, and retention. Experience designing and embedding operational processes, SOPs, and service standards across teams or territories. Comfortable using KPIs, data, and member feedback to monitor performance and spot opportunities before they become problems. Confident managing complex or sensitive member issues with empathy and composure. Solid grasp of risk, compliance, governance, and data protection principles. Commercially aware — you understand how pricing, benefits, retention, and member experience all connect. Experience in fertility, surrogacy, healthcare, or another regulated and emotionally sensitive environment is a strong plus, though not essential. Work Environment Based in Miami, working closely with teams and territories including Mexico City, London, and the US. Some travel expected as the role requires. Occasional evening or weekend availability during peak periods. Why This Role You'll sit at the centre of a global membership function that touches every part of our members' journey with us. You'll have real ownership, real autonomy, and a direct line to the Chief Membership Officer — and the trust to run the day-to-day without someone looking over your shoulder.

If you're the person who turns operational chaos into something that just works, we want to hear from you.

Language:

English (Required) Spanish (Required)

Work Location:

Miami (with travel to global territories as needed)

Benefits:

401(k) Flexible schedule Health insurance Paid time off

Work Location:

Hybrid remote in Miami, FL 33134