Specialist, Member Services Experience

Specialist, Member Services Experience

• Flexible location of work (remote, in-office, or hybrid)
• Support the systems that support Ontario's dentists
• Operational excellence with purpose

Dentists like to smile too And nothing makes them happier than the support of their own dedicated professional association.

We're the Ontario Dental Association, and we represent over 90% of dentists in Ontario—advocating on their behalf, shaping policy, and advancing oral health for all. From behind-the-scenes systems to front-line service, our work helps dentists deliver outstanding care across the province.

What we're looking for

We're seeking a Specialist, Member Services Experience to improve the operational backbone of our Member Services team. In this role, you'll blend process thinking, data insight, and project execution to make sure our systems, tools, and reporting work smarter for members.

You'll also act as a trusted backup to our Contact Centre, ensuring uninterrupted service during peak times or coverage needs. If you're a systems-savvy, service-minded problem solver who likes to make things run better and is equally comfortable analyzing reports or mapping processes this could be your next move.

What You'll Do

As a Specialist, you will:

Boost efficiency and optimize workflows:

• Lead initiatives to document, analyze, and improve operational processes.
• Support automation and system enhancement projects (e.g., iMIS improvements).
• Help embed best practices that streamline how we serve members.

Deliver meaningful reporting and insights:

• Produce timely reports on contact centre performance, member interactions, and program use.
• Collaborate with analysts to identify trends and opportunities for service improvement.
• Provide leadership with operational insights to support strategy and planning.

Support projects and cross-team efforts:

• Contribute to and support integration across cross-departmental initiatives.
• Track progress, flag risks, and coordinate internal communications.
• Help ensure projects are delivered on time, on scope, and on purpose.
• Actively contribute to a variety of departmental projects, demonstrating strong project coordination skills.

Strengthen member programs and support:

• Analyze and support the Member Discount Program, including tools to track engagement.
• Act as backup support for call centre coverage during absences or overflow.
• Respond to member inquiries and resolve issues with professionalism and care.

What You'll Bring

• A post-secondary degree in Business Administration or a related field.
• 3–5 years of experience in member services or operations support.
• Project coordination experience, with the ability to track progress, manage timelines and support cross-team initiatives.
• Strong analytical and problem-solving skills.
• Experience producing operational reports and insights.
• Comfort with CRM systems (iMIS is a bonus) and proficiency in Microsoft Office.
• Excellent organization and communication skills.
• A mindset of continuous improvement and curiosity for how systems can work better.

Working at the ODA

This is a full-time, permanent position. Under our Flexible Location of Work policy, you can work remotely, in-person, or hybrid. You may be asked to support in-office operations or member events on occasion.

We offer a competitive salary and a comprehensive benefits plan (yes, dental included), along with vacation days, personal days, and a health spending account.

ODA is proud to be one of the GTA's Top Employers 2026 — we think that says a lot about the culture and work environment we've built over the last 150+ years. Here, every role helps shape the future of dentistry in Ontario.

How to Apply

Our online application lets you apply as a whole person not just a resume. It takes 10–15 minutes and includes a short assessment to help match your strengths to the role. After submitting, you'll receive an email with your results and next steps.

We are committed to building an inclusive team and strongly encourage applications from underrepresented groups including Indigenous peoples, visible minorities, 2SLGBTQI+ individuals, veterans, women, and people with disabilities.

Need accommodation during the process? Just click the "Help" button in the application to connect with us.