Manager, Global Member Processing

THE ORGANIZATION

The Entrepreneurs’ Organization (EO) is a high-quality support network of 20,000 business founders and owners in 220 chapters and 59 countries worldwide. EO’s purpose is to move the world forward by unlocking the full potential of entrepreneurs. Since 1987, EO has helped entrepreneurs achieve transformational growth through the power of life-enhancing connections, shared experiences, and collaborative learning. Guided by EO’s core values: trust and respect, thirst for learning, think big, be bold, and together we grow, EO’s international staff collaborates successfully across diverse cultures. As an EO employee, you will gain access to the world’s top experts in entrepreneurship, grow beyond your perceived limits, and make breakthroughs as you refine and realize your personal goals. EO’s competitive total rewards package, flexible work environment, and generous professional development resources are frequently cited as among the most popular benefits of working at EO.

POSITION SUMMARY

The Manager, Global Member Processing, will support all administrative and training aspects of EO’s annual renewal project. This project is the most important revenue driver for the organization and is the only EO activity which touches every member of the organization. The Manager is expected to work harmoniously and effectively with the team. This individual should be a self-starter who desires to show ownership, commitment to the job, exercises confidentiality and discretion.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for all member and staff renewal inquiries, including direct support to all 11 regional renewal leads and the EO Accelerator renewal staff lead.
• Design, deploy, and maintain a comprehensive renewal training program for EO Global staff, chapter staff, and Member Service Centre (MSC) associates.
• Own and maintain all external renewal‑related resources, including FAQs and knowledge‑hub websites, ensuring accuracy, clarity, and timely updates.
• Manage and update all internal renewal support documentation, including Teams content and related knowledge‑management assets for EO staff.
• Own the end‑to‑end member installment‑payment experience, including process oversight, issue resolution, and support for the EO Accelerator staff lead.
• Partner in the planning, optimization, and training of renewal‑related technology platforms, including Chargebee and Adyen.
• Lead the ongoing development and administration of EO’s supported system, Chargebee, including internal and external standard operating procedures (SOPs), annual setup, and adoption planning.
• Ensure accuracy, completeness, and integrity of chapter‑level financial and renewal data stored across EO databases.
• Serve as primary owner of renewal communication channels, including identifying and implementing solutions for shared inbox management ([email protected]) and acting as the primary responder to inbound HubSpot tickets.
• Develop and execute a standardized process for managing the [email protected] email inbox, including defined workflows, response standards, and templated answers.
• Respond to inbound renewal‑related phone calls from members and chapter staff, providing timely issue resolution or escalation as needed.
• Continuously improve renewal reporting capabilities by supporting enhancements to both internal and external reporting and analytics.
• Ensure all process documentation is promptly published, version‑controlled, and archived for ease of access by current and future team members.
• Serve as secondary escalation point for troubleshooting renewal‑specific technology issues.
• Partner with the Data & Insights team to support deployment and execution of the annual member exit survey.
• Facilitate post‑renewal feedback sessions with regional staff and/or chapter staff to identify improvement opportunities and best practices.
• Prepare and deliver renewal reports and ad hoc analyses for regional and global stakeholders as requested.
• Act as the primary lead to monitor installment‑payment completion, ensuring follow‑up on incomplete payments and timely notification to regional teams.
• Provide general operational and analytical support to the Finance Department and broader membership team as needed.
• Able to travel up to 20% as needed.
• Perform other duties as assigned.

QUALIFICATIONS, SKILLS, AND KNOWLEDGE REQUIRED

• Bachelor’s degree with a minimum of 3 years of relevant work experience
• Experienced in project management, computer software and personal development, CRMs, AMSs and other data sources
• Understanding of association management
• Exceptional skills in MS Excel, communications and customer service
• Ability to interact with entrepreneurs and vendors with tact, diplomacy and poise
• Excellent attention to detail
• Promote quality through continuous performance improvement