Senior Member and Audience Services Representative

This is a Full Time Job

Position Summary:

This position is responsible for assisting the Manager with organizing and improving service desk workflows and operational efficiencies for Minnesota Public Radio (MPR). The Member & Audience Services team serves as the primary point of contact for supporting MPR members and audiences.

We are seeking a Senior Member and Audience Services Representative with strong technical knowledge of mobile devices, podcasts, and streaming platforms from an end-user perspective. The ideal candidate is customer-oriented, patient, and skilled at supporting listeners who may not be technically savvy. This role requires strong organizational skills, the ability to multitask, and a collaborative approach to problem-solving.

Member & Audience Services focuses on managing communications designed to deepen relationships with our audiences. Within this team, this position supports day-to-day operations and serves as a first point of contact for listeners seeking technical assistance via phone, web, and email.

Work Location: Hybrid, St. Paul, MN

Application Process: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Application Deadline: February 12, 2026 - A preferred candidate has been identified.

Position Responsibilities:
• Identify cross-functional opportunities to surface barriers to improvement and collaborate with partners to improve communication and issue resolution.
• Advocate for member and subscriber needs to support greater personalization and more efficient resolution throughout the member experience.
• Support the development and alignment of an enterprise-wide intake process for new SOP initiatives, contributing to the identification and prioritization of impactful standards in collaboration with stakeholders.
• Map workflows to identify and eliminate non-value-added steps in order to streamline processes.
• Document programming methodologies and create curated toolkits that translate highly technical information into clear, value-driven resources for internal and external audiences.
• Build and maintain a knowledge base to support training and core project work.
• Create and diagram workflows for inclusion in the knowledge base.
• Contribute to the development and alignment of the annual strategic plan, including providing input on budget considerations, initiative timelines, and dependencies.
• Assist with optimizing strategy and planning to enhance customer service for MPR members and audiences, as well as national APM programs.
• Support the coordination of training for technical staff to enhance skills and align with evolving business strategies.
• Contribute to training resources and learning opportunities that support skill development and professional growth.
• Assist with schedule coordination to support service coverage and operational needs.
• Investigate and resolve member and audience issues, major incidents, and technical problems related to MPR podcasts, websites, and in-house applications on Android and Apple devices.
• Work cross-functionally with other technical teams to support projects as they arise.
• Troubleshoot listener issues related to in-house applications, Wi-Fi connectivity, and iOS software versions.
• Partner with the Manager to identify workflow efficiencies and training opportunities that improve productivity, leveraging technical understanding of Salesforce APIs and their impact on audience experience and revenue.
• Maintain and update the knowledge base of standard operating procedures for internal teams and listeners.
• Compile and analyze service data to assess performance against service levels, identify interaction trends, and escalate potential issues.
• Assist in developing audience-facing member service policies, procedures, and standards.
• Research emerging industry trends through journals, seminars, and conferences, and share insights with the Manager.
• Collaborate with the Manager to develop and execute messaging in response to member and listener questions, comments, and issues.
• Maintain working knowledge of company policies, procedures, government regulations, and accepted business ethics.
• Perform other duties as assigned.

Required Education and Experience
• Bachelor’s degree or an equivalent combination of education and relevant work experience.
• Five or more years of related experience, preferably including experience serving as a technical lead or subject-matter expert.

Required Skills, Knowledge, and Abilities:
• Technical experience with CRM systems, mobile devices, mobile applications, streaming support, SharePoint, and Office 365.
• Strong collaboration and leadership skills, including experience supporting onboarding and knowledge-sharing within a team.
• Ability to mentor peers, share expertise, and support continuous learning.
• Ability to work effectively with others and contribute positively to a team environment.
• Skilled at prioritizing work, focusing on outcomes, clarifying next steps, and meeting deadlines.
• Strong problem-solving and troubleshooting skills, with the ability to adapt to a variety of personalities.
• Service-oriented mindset with a strong commitment to audience satisfaction.
• Well-developed collaboration skills for working with cross-functional teams.
• Strong organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Ability to adapt to changing priorities and responsibilities.
• Ability to work independently with minimal supervision.
• Ability to maintain a high level of confidentiality.
• Enjoys organizing and working with large and complex sets of information and projects.
• Self-motivated and proactive.

Preferred Skills and Experience:
• Experience serving as a project or initiative lead.
• Background in customer service and member retention.
• Knowledge of and familiarity with MPR as a listener and/or member.

Physical Demands and Working Conditions:
• Ability to perform the essential functions of the position with or without reasonable accommodation.

Physical Demands:
• Ability to move within an office environment and sit for extended periods
• Frequent use of hands for data entry, keystrokes, and simple grasping

Working Conditions:
• Moderate noise levels
• Occasional exposure to typical outdoor weather conditions