Sr Program Manager, Membership Operations

Overview

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