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.
Expected Compensation Range $28.75 -$33.75 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity.
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 elevate 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
APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review Know Your Rights notice from the Department of Labor.
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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.
Expected Compensation Range $28.75 -$33.75 / hourly. Exact rate determined by experience and education related to the role, organizational compensation structure, and internal equity.
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 elevate 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
APMG offers a comprehensive benefits package including Medical plans with HSA and FSA options, Dental, Vision, Life and AD&D, Short-Term and Long-Term Disability, Paid Parental Leave and Paid Caregiver Leave after 1 year, Vacation (3 wks./per year, pro-rated, based on hours worked), Sick time (12 days, pro-rated, based on hours worked), Holiday Pay (10 holidays + 2 floating holidays each year), Volunteer Time (8 hours per year), Long-Term Care and Critical Illness insurance options, Employee Assistance Program, 403(b) Retirement Plan, and more.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
We are committed to hiring a breadth of diverse professionals and encourage members of diverse groups to apply.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr