Manager, Member Services

Join a team that nourishes life from farm to table! Upstate Niagara Cooperative, proudly owned by 200+ local family farms, is one of America’s largest and most stable dairy cooperatives. Guided by farmer- and employee-led values, we process and market high-quality milk, yogurt, dips, sour cream, cottage cheese, and more under our trusted brands: Upstate Farms®, Bison®, Milk for Life®, and Intense Milk®. Here, you’ll support sustainable farming, strong communities, and the mission to deliver fresh, local dairy to families every day. 

Job Summary: The Manager of Member Services is responsible for leading and supporting the Member Services field team and Member Quality while overseeing programs related to milk quality, regulatory compliance, animal care, premiums, and member relations. This position serves as the primary connection between member farms, field staff, milk haulers, processors, and customers, ensuring member farms meet quality and animal welfare expectations while maintaining strong producer relationships.

Key Responsibilities: 

Team Leadership 

• Provide leadership, guidance, and support to the Member Services field team and Member Quality Manager.
• Oversee field operations related to regulatory compliance, Animal Care Evaluations, premium programs, milk quality testing, and related processes.
• Make key operational decisions and provide direction for the department.
• Serve as the liaison between producers, milk haulers, field staff, and other stakeholders.
• Communicate new programs, policy changes, and implementation plans to members and staff.
• Foster collaboration, accountability, and professional development within the team.

Member & Customer Relations 

• Build and maintain positive relationships with member producers and bulk milk customers.
• Complete customer surveys and questionnaires related to member farm practices as needed.
• Ensure member farms meet customer expectations regarding milk quality, animal welfare, sustainability, and other program requirements.
• Assist producers in understanding and meeting evolving customer and industry standards.

Field Operations & Regulatory Oversight 

Support and assist the field team in carrying out the following responsibilities: 

Animal Care Evaluations 

• Conduct annual National Dairy FARM Program Version 5.0 Animal Care Evaluations on member farms.
• Assist with and participate in third-party FARM program verifications.
• Maintain all required certifications and complete annual training requirements.

Regulatory Compliance 

• Maintain certification as a New York State Certified Milk Inspector through the New York State Department of Agriculture and Markets.
• Oversee regulatory inspections and ensure compliance with applicable state and industry regulations.
• Support field staff with regulatory inspections, follow-up activities and new installations

Qualifications:

Education:  

• HS Diploma or equivalent required.
• Animal Science or Agriculture degree a plus

Experience:  

• 3-5 years’ experience in dairy farm operations, milk quality, animal welfare standards, or dairy regulatory compliance (preferred).

Skills:  

• Build trust and establish positive working relationships with dairy producers, customers, and employees.
• Possess excellent communication and interpersonal skills.
• Be highly organized with strong time management abilities.
• Be willing to obtain and maintain required regulatory certifications and FARM Program evaluator qualifications if requested.

Competencies: 

• Demonstrate strong leadership and decision-making abilities.
• Be comfortable working independently in the field and collaboratively within a team environment.

Working Environment:

Physical Demands: 

• Ability to sit for extended periods while driving and performing office/computer work.
• Ability to stand, walk, bend, kneel, and stoop for extended periods while conducting on-farm evaluations and inspections.
• Ability to walk on uneven, wet, muddy, or slippery surfaces typical of dairy farm environments (barns, milking parlors, holding pens, and outdoor lots).
• Ability to climb stairs, ladders, or steps to access farm equipment, milking systems, or storage areas as needed.
• Ability to lift and carry up to 25-40 lbs. occasionally
• Manual dexterity and hand-eye coordination sufficient to operate testing equipment, handle milk samples, use a computer/tablet, and complete written or electronic documentation.
• Visual acuity is sufficient to visually assess animal body condition, hygiene, facility conditions, and to read gauges, labels, and regulatory documentation.
• Ability to work safely in proximity to livestock, including tolerance for exposure to animals of varying temperament and size.
• Ability to tolerate exposure to variable outdoor and barn conditions, including heat, cold, humidity, dust, odors, and noise associated with a working dairy farm environment.
• Ability to safely operate a motor vehicle for extended periods to travel throughout the Cooperative's service area, including occasional overnight travel.
• Ability to wear required personal protective equipment (PPE) such as boots, coveralls, or gloves when entering farm facilities, as needed for biosecurity or safety purposes.

Schedule: 

• Able to travel by car throughout the Cooperative's service area
• Primary office location is Batavia, New York.
• Typical work schedule consists of approximately 50% field work on member farms, with the remaining time spent in the office.
• Participate in membership meetings, corporate meetings, and other events held in the Batavia and Lancaster offices.
• Occasional overnight travel is required

Pay: $101-$133K a year * 

* The salary range listed for this position represents the good faith and reasonable minimum and maximum pay for this role at the time of posting.  Actual compensation may vary based on factors including, but not limited to, experience, skills, training, knowledge, education, and overall qualifications.  The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. 

Upstate Niagara Cooperative, Inc. is committed to equal employment opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic.