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This job contributes to REI's success by driving performance through the management of REI's membership program. The Sr. Program Manager, Membership Ops, owns the end-to-end execution of membership program including strategy, budgeting, program management, operational process development, and cross-functional partnership. This role is responsible for ensuring operational excellence, managing and optimizing member benefits, and supporting the delivery of a best-in-class member program experience.
Responsibilities and Qualifications
- Define and execute operational strategies for Membership programs to support REI's business objectives.
- Lead new benefit testing and program management, including pilots, prototypes, and A/B tests.
- Optimize existing program benefits and processes for operational efficiency, member satisfaction and market differentiation.
- Develop and deliver management-level documents, reports, and presentations articulating business return/risk for operational initiatives.
- Build program optimization strategies relevant to overall membership goals.
- Develop and manage program execution processes, including clear descriptions of inputs, outputs, and timelines, as well as day-to-day actions that support delivery of program objectives and key success metrics.
- Manage relationships with internal stakeholders (e.g., Marketing, Retail, Digital, IT, Finance, Legal) to support initiatives from concept through delivery.
- Accountable for building, forecasting, and tracking the Membership budgets.
- Inspire and engage internal stakeholders on the value of the membership program and operational excellence
Qualifications
- 7+ years' experience in Membership or Loyalty Program Management
- 5+ experience in developing membership operations plans & strategies in collaboration with partner teams.
- Bachelor's degree required, MBA preferred
- Experience in managing external vendors, partners, and relationships connecting to membership programs.
- Experience in process management, and working with technical teams on toolset/feature development.
- Experience managing a budget. Comfort in making decisions within this budget and impact context.
- Proven program manager experience with a track record of innovative thinking, and sound judgment in the solution of issues or the pursuit of business opportunities.
- Strong analytical mindset and ability to generate actionable insights from data.
- Excellent communication, collaboration, and leadership skills.
- Self-driven, accountable, and comfortable managing through ambiguity.
- Proficiency with MS Office tools (Excel, PowerPoint, Word, Access)
Closing
At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization . We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.
Pay Transparency
We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.
REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here for a detailed overview of benefits plans by employee profile.
Pay Range
$98,300.00 - $147,400.00 per year
