Membership Coordinator

Overview

Are you passionate about creating exceptional guest experiences while leading behind-the-scenes operations that support thousands of members? As the Membership Coordinator, you will play a key role in delivering outstanding service to supporters of the Columbus Zoo and Aquarium, Zoombezi Bay, and The Wilds. This position serves as the operational hub of the Membership office, coordinating daily functions, supporting seasonal staff, maintaining membership systems, and helping drive membership growth and engagement. If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in delivering exceptional customer service, we'd love to hear from you.

Responsibilities

Coordinates the day-to-day operation of the Membership office to ensure quick and exceptional service to customers and supporters of the Columbus Zoo, Zoombezi Bay, and The Wilds.

Membership Operations & Service Excellence

• Coordinate the day-to-day operations of the Membership office to ensure efficient, accurate, and exceptional service.
• Process memberships and season passes accurately and in a timely manner.
• Respond to and resolve member inquiries, concerns, and exceptions while ensuring a positive guest experience and consistent application of policies.
• Work the front line of the Membership area as needed, including weekdays, weekends, evenings, and holidays.
• Prepare member mailings and other member communications.
• Maintain cooperative working relationships with team members and external contacts.

Staff Coordination & Training

• Partner with Human Resources to coordinate seasonal Membership staffing needs, including hiring, onboarding, training logistics, and scheduling.
• Develop and maintain seasonal training materials, standard operating procedures, and operational reference guides.
• Support and guide seasonal staff to ensure consistent service standards and operational excellence.

Membership Programs, Marketing & Engagement

• Assist with the design and production of membership program collateral materials.
• Support the development and implementation of membership and season pass sales strategies for the Columbus Zoo, Zoombezi Bay, and The Wilds.
• Oversee membership benefits, programs, and member events.
• Help strengthen member engagement and support organizational growth initiatives.

Systems, Data & Compliance Management

• Maintain accurate and up-to-date membership databases and records.
• Prepare reports and operational data as needed.
• Coordinate membership package setup and maintenance within membership software.
• Assist with troubleshooting membership software issues, system updates, and data integrity efforts.
• Support compliance with applicable data privacy and security regulations, including PII and PCI requirements.
• Implement efficient and sustainable operational practices whenever possible.

Organizational Support

• Champion the mission of the Columbus Zoo Family of Parks.
• Serve as a strong team member and perform other duties as assigned.

Qualifications

Customer Service & Communication

• Demonstrated experience coordinating customer service, membership, admissions, retail, or administrative operations required; one year of related paid experience preferred.
• Excellent verbal and written communication skills required.
• Ability to provide exceptional guest service while positively interacting with a diverse range of guests.
• Ability to build and maintain effective working relationships with team members and external contacts.

Leadership & Team Support

• Ability to support, train, and guide seasonal employees in a fast-paced guest service environment.
• Six months of interviewing and hiring experience preferred.
• Ability to work effectively both independently and as part of a collaborative team.

Organization & Operational Excellence

• Strong organizational skills and attention to detail required.
• Ability to plan, prioritize, and manage work efficiently with minimal supervision.
• Ability to thrive in a fast-paced environment and effectively manage changing priorities and challenging situations.
• Ability to follow established procedures and safety protocols.

Technical & Professional Requirements

• Proficiency with Microsoft Office required.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Valid state-issued driver's license with a good driving record required.
• Ability to comply with the Columbus Zoo and Aquarium's drug-free workplace policy.
• Ability to successfully complete an annual criminal history background check.

Why You'll Love This Role:This position offers a unique opportunity to combine guest service, staff coordination, membership engagement, and operational excellence while supporting the mission of one of the nation's premier zoo and conservation organizations. Every day brings new opportunities to create memorable experiences for members and help connect people with wildlife and conservation.