Senior Director, Membership Services

Are you looking to join one of Greater Toronto’s Top 2025 Employers?

The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario’s health-care system by courageously pursuing best practices, new ideas, solutions, and opportunities to improve.

Job summary

The Senior Director, Membership Services, is responsible for leading the effort to better serve members through the capture, management and evaluation of membership data collected through multiple applications and platforms in our digital ecosystem. Interpret insights to develop priorities and turn them into actionable outcomes that shape the member experience. In this role you will provide leadership to the Service Delivery team and oversee the key priorities and outcomes for our front-line teams in Response Center and Membership Processing including planning the implementation and operationalization of the annual renewal process including member recruitment.

How you will make a difference

Program Strategy:

• Leading the development and implementation of program strategy aligned to OMA outcomes. Collaborating with Senior Management, engaging in consultations across the OMA and providing advice and expertise.

Data Management and Evaluation:

• Leading the capture, management, and evaluation of membership data across multiple applications and platforms.
• Interpreting data insights to develop priorities and actionable outcomes that enhance the member experience.

Strategic Decision-Making:

• Acting as the business owner of My Account, New Member Application, OMA Management System, Membership Database, Ring Central and Salesforce Service Cloud.
• Making strategic decisions with the knowledge and authority of these systems.
• Communicating with key stakeholders and collaborate with Technology to develop a roadmap that aligns with the organization’s strategy and vision.

Data-Driven Planning:

• Advancing data-driven planning to support the organization’s ability to respond to member needs and improve the member experience.

Leadership and Team Oversight:

• Providing leadership to the Service Delivery and Membership Data team.
• Overseeing key priorities and outcomes for frontline teams in the Response Center and Membership Processing.
• Overseeing the annual renewal process and member recruitment.

Continuous Improvement:

• Identifying opportunities for continuous improvement
• Leading efforts to learn form other medical associations and similar organizations

Member Experience:

• Ensuring a positive and consistent member experience related to touchpoints within the scope of the role.
• Supporting organizational priorities and maximize the value proposition for members

Risk and Privacy:

• Advancing work with Risk and Legal/Privacy Officer to ensure organizations effective data protection standards and processes are followed and compliant with regulatory requirements.

Requirements that are important to us

• University degree or equivalent 
• Six to nine years of relevant experience
• Salesforce Administrator Certification is required
• Experience working with cross-functional teams
• Experience managing multiple priorities
• Strong strategic development, project management and interpersonal skills
• Experience and hands-on management of sophisticated CRM platforms a plus 
• Familiar with data design and modeling concepts 
• Advanced knowledge of Microsoft Office Products 
• Experience with Customer Service/Experience an asset
• Demonstrated experience and skills with people leadership, including ability to lead a diverse team through change and manage expectations.
• Strong strategic development, project management and interpersonal skills
• Supports the organization’s commitment to respect equity, inclusion, diversity, and anti-racism.

The OMA has moved to a permanent hybrid work environment. As such, the individual in this position will be required to work a minimum number of days in our Toronto office.


What do we have to offer you?

• A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
• A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
• An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
• A commitment to growth and development through paid professional development and continuous in-house learning
• A friendly and flexible hybrid work environment
• Competitive salary and bonus program
• Exceptional group benefits package, including a spending account and a robust wellness program
• An organization that has been recognized as a Greater Toronto’s Top Employers for five consecutive years.

As a condition of employment, OMA conducts background checks and reference checks for all open positions.

     
             
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The Ontario Medical Association is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.