Manager, Membership

POSITION

Manager, Membership & Operations

ORGANIZATION

Addictions and Mental Health Ontario (AMHO)

LOCATION

Toronto, ON (Hybrid)

EMPLOYMENT TYPE

Full-time, Permanent, Existing Role (modified)

About the Organization

Addictions and Mental Health Ontario (AMHO) represents over 150 organizations that provide front-line substance use, addiction, and mental health support and services. AMHO members support Ontarians through their mental health and substance use health challenges by providing community-based and hospital-based services including counselling, structured psychotherapy, case management, crisis support, withdrawal management, live-in addictions treatment, peer support and consumer-survivor programs, harm reduction, and supportive housing.

We engage our members, government, and allies to lead change that will revolutionize the addiction and mental health care experience for people in Ontario. AMHO is known for its thoughtful, evidence-informed research projects, policy advocacy, capacity building and system transformation initiatives, knowledge exchange, education, and quality improvement programs. We are a small, energetic, and nimble team dedicated to advancing AMHO's mission.

In addition to market competitive compensation, we offer an industry-leading benefits package including health and dental coverage, a defined-benefit pension plan (HOOPP), and the flexibility of a hybrid work environment.

About the Opportunity

Reporting to the Director, Membership & Operations, the Manager, Membership & Operations plays an important role in delivering an exceptional member experience and supporting the effective operations of Addictions and Mental Health Ontario (AMHO). This position effectively responds to member needs, implements membership strategy, processes, and data systems, and provides project management and coordination for member events and AMHO's annual conference. In addition to core membership and operational responsibilities, the Manager may also contribute to strategic initiatives that advance AMHO's long-term organizational goals (i.e. membership strategy, process improvements, technology and data governance, and planning).

Key Responsibilities

Membership Operations:

• Respond to member inquiries with a solutions-focused approach, ensuring needs are understood and addressed promptly.
• Maintain accurate member records in the membership database and support team training on database features, best practices, and administration.
• Support new member prospect research and outreach.
• Process membership applications, renewals, event registrations, and sponsorship requirements in a timely and organized manner.
• Support the development and implementation of an updated member onboarding process.
• Coordinate and project manage the annual membership renewal campaign.

Operations Support

• Track event budgets, monitor invoices, and ensure payments are processed on time, flagging any variances or issues to the Director.
• Support the external Finance team on financial processes including A/P, A/R, sponsorship, fundraising, membership dues, and subscription services, escalating issues as needed.
• Contribute to high-impact operational and strategic initiatives, including the development of AMHO's new membership strategy.
• Conduct environmental scans, analyze market, regulatory, and sector trends, and assess internal capabilities to inform project and event strategy.
• Provide backup support to the Executive & Officer Coordinator, when required.

Event Planning and Project Management

• Assist with event strategy development, acting as project lead as assigned.
• Manage the execution of assigned events and strategic projects, including development and monitoring of workplans, timelines, risks, and budgets.
• Lead event logistics including registration, invoicing, venue coordination, audio-visual needs, and catering.
• Coordinate vendors, suppliers, and internal teams to ensure seamless event execution within approved budgets.
• Oversee the production and delivery of sponsorship commitments and lead post-event sponsor reporting.
• Coordinate cross-functional project teams to ensure alignment, clear communication, and efficient project delivery.
• Track the progress of initiatives, prepare regular reports for management, and communicate results, learnings, and recommendations to project stakeholders.

Change Management and Implementation Support

• Lead and support change management activities to promote adoption of new processes, technologies, and operational improvements.
• Benchmark organizational performance and identify opportunities for continuous improvement across membership and operational functions.
• Support scenario planning and contingency preparation to mitigate operational risks and disruptions.

Qualifications and Experience

Qualifications

• Post-secondary degree in business administration, nonprofit management, public administration, or a related field.
• Minimum of 4 years career experience in membership services, operations, project coordination, or administrative management, ideally within a nonprofit, association, or health-sector environment.
• Experience supporting events, conferences, and stakeholder-focused initiatives, including planning, logistics, registration, and vendor coordination.
• Experience working with databases, CRM systems, and/or membership management software, including data entry, reporting, and quality assurance.
• Experience supporting or leading change management activities, process updates, system improvements, or technology adoption.

Skills and Competencies

• Strong proficiency with MS Office 365 (Word, Excel, PowerPoint, SharePoint, Outlook) and comfort learning new digital tools and platforms.
• Familiarity with financial processes such as invoicing, accounts payable/receivable, budget tracking, and reconciliation.
• Ability to analyze data, perform environmental scans, and summarize insights to support strategic decision-making.
• Experience developing and tracking project workplans, timelines, risks, and deliverables.
• Demonstrated ability to coordinate multiple projects simultaneously, meet deadlines, and manage competing priorities in a fast-paced environment.
• Strong attention to detail and accuracy in documentation, record-keeping, and process execution.
• Ability to identify operational issues, recommend solutions, and contribute to continuous improvement.
• Strong knowledge of change management best practices to support adoption of new processes and technologies.
• Excellent verbal and written communication skills with the ability to respond to member inquiries clearly, professionally, and with a solutions-focused approach.
• Proven ability to build positive relationships with members, partners, vendors, and colleagues across departments.
• Strong customer-service orientation with the ability to understand stakeholder needs and respond effectively.
• Highly organized, proactive, and comfortable navigating complexity and ambiguity.

Please inform us if you require any accommodations during the hiring process. We thank all applicants in advance however, only those under consideration will be contacted.

Addictions and Mental Health Ontario is an equal opportunity employer, and we are committed to building an inclusive, diverse, accessible and respectful workplace. AMHO always encourages people with lived experience with addiction and mental health service delivery to apply. If you are interested in this position, please submit your resume online (insert job link)

Please note: we are only accepting applications from those authorized to work in Canada and we are not currently sponsoring any work visas.

AMHO is working in partnership with HR à la carte for our recruitment efforts.