Posted: 25-Aug-25
Location: Waukee, Iowa
Type: Full-time
Categories:
Operations1 JOB DESCRIPTION: DIRECTOR OF MEMBER SERVICES
1.1 POSITION TITLE:
Director of Member Services
Reports To: Executive Director
FLSA Status: Full-Time, Exempt
Location: Vision Soccer Academy, Waukee, Iowa
Salary Range: Commensurate with experience
1.2 POSITION SUMMARY
The Director of Member Services serves as the primary liaison between Vision Soccer
Academy and its families, coaches, and volunteers. This role oversees member
communications, registration systems, and family onboarding to ensure a professional and
consistent experience. The Director provides support to coaches in using the club
registration platform for scheduling, communication, and roster management, while also
administering the volunteer program and managing payment processes. Working
collaboratively with staff, the Director ensures smooth operations and strong family
engagement across all programs.
1.3 KEY RESPONSIBILITIES
1.3.1 Member Communication & Engagement
- Serve as the first point of contact for all family inquiries regarding registration, schedules,
policies, and club programming.
- Develop and distribute seasonal welcome materials, program guides, and family
communications.
- Coordinate and analyze seasonal member satisfaction surveys to inform service
improvements.
- Provide direct support during tryouts, orientation sessions, and club events.
- Mail Management: Check the PO Box regularly, distribute mail, and handle any necessary
copying or laminating through designated service providers.
- Scheduling: Create and maintain the master home game schedule each season and provide
updated registration reports to the Technical Director before board meetings.
1.3.2 Registration & Systems Oversight
- Manage and monitor the registration process for all programs (Recreational, Academy,
Select, Camps, Clinics).
- Maintain and update member records, rosters, and registration platforms (e.g., GotSport,
PlayMetrics, Google Drive).
- Collaborate with program directors to ensure accurate team assignments and program
deadlines.
-Offer ongoing support to coaches to enhance team communication, roster management,
scheduling and operations, especially for teams with pool training assignments.
-Serve as a resource for new coaches and program administrators to ensure consistent and
effective use of the registration platform.
1.3.3 Onboarding & Retention
- Guide new families through the onboarding process and provide a welcoming introduction
to the club.
- Support retention strategies by engaging families during key transition points and
ensuring consistent communication.
- Coordinate check-ins, follow-up outreach, and exit interviews with departing families.
1.3.4 Volunteer Program Administration
- Develop and manage the club’s volunteer engagement plan and seasonal needs.
- Recruit, schedule, and communicate with volunteers to support events, game day
operations, and administrative projects.
- Track volunteer hours and participation and recognize contributions. Record volunteer
credits to accounts and issue reimbursement requests when accounts are settled.
- Serve as point of contact for volunteer questions, assignments, and expectations.
1.3.5 Collaboration & Operational Support
- Work closely with the Director of Soccer, Director of Coaching, Director of Player
Development and other staff to align messaging and service expectations.
- Collaborate with the Director of Marketing on family-facing communications, newsletters,
and website updates.
- Maintain a clear understanding of program offerings, schedules, and policies to accurately
represent the club.
1.3.6 Financial Management
Payment Processing: Collect and deposit checks, record payments, and ensure timely
deposits for the Executive Director.
Payment Plans: Manage payment plan agreements, monitor compliance, and send
reminders for overdue accounts.
Billing: Handle a la carte billing, volunteer fee billing, and reimbursements, ensuring
accurate record-keeping and account updates.
Vision Soccer Academy is committed to providing a welcoming, responsive, and
professional experience for all members, families, and volunteers
1.4 QUALIFICATIONS
- Bachelor’s degree in communications, business, sports administration, or related field (or
equivalent experience).
- 3+ years of customer service, program management, or administrative experience.
- Strong interpersonal, organizational, and conflict resolution skills.
- Proficiency in Google Workspace and online registration platforms.
- Excellent written and verbal communication skills.
1.5 PREFERRED ATTRIBUTES
- Passion for youth sports and creating a positive member experience.
- Bilingual in Spanish or other language (preferred but not required).
- Experience managing or coordinating volunteers.
- Ability to manage multiple tasks and deadlines in a fast-paced environment.
- Willingness to work evenings and weekends during peak seasons.
Create a Job Match for Similar Jobs About Vision Soccer Academy VSA is a non-profit 501(c)(3) youth soccer organization, committed to maximizing the development of all our players to their highest potential and providing opportunities consistent with their commitment. Supported by an active Board of Directors, the highly trained staff is experienced, educated and motivated to provide an excellent soccer experience. This is accomplished through development and support of coaching excellence, employee growth, volunteer opportunities, outstanding service, and superior facilities. Connections working at Vision Soccer Academy https://ncaamarket.ncaa.org/jobs/21613271/director-of-member-services Return to Search Results