SUMMARY The Manager, Education Technology & Operations serves as a project manager and provides day-to-day oversight of NACD’s event registration and product set up (cvent), continuing education credit, operational reporting and analysis, and manages two members of the event technology team for in-person and virtual event delivery. This project manager works closely with the full Education team and cross departmentally with Digital, Technology, Solutions & Innovation (DTSI), Content Leads, Credentialing, Marketing, Partner Relations, Chapters, and other stakeholders to ensure that all NACD programs are implemented meeting the standards for customer service, delivery, as well as continuing education credit.
ESSENTIAL DUTIES AND RESPONSIBILITIES Technology & Operations Project Management • Provides project management for all attendee management personnel and their recurring responsibilities, including but not limited to, registration processes and builds, standardized email communications, website interfaces, attendance and education credit tracking, mobile applications and virtual event platform executions, and other member and attendee-facing duties for all NACD courses, programs, and events. • Establishes and manages registration standards and processes for all NACD programs, courses, and events. o Reviews all event request forms, assigns registration/attendee management lead, and encourages independence while adhering to standard operating procedures o Works with key stakeholders to determine, implement, and monitor program standards and business rules/exceptions o Updates standard operating procedures (SOPs) as needed and reviews and updates cancelation, transfer, and refund policies. Ensures policies are included in workflows and procedures with Education department and other interdependent departments. o Resolves conflicts, and devises contingency plans, communicates decisions, and deadlines o Continually evaluates key operational processes to facilitate accreditation and continuing education credit workflows to improve productivity and maintain high standards of quality control o Oversees the accuracy and timeliness in registration processing, confirmation distribution, and registration outreach e.g., Know Before You Go (KBYG), Badge Review, and Pre-read material o Tests and reviews all event builds, registration process builds, and email communications for all NACD education offerings. Provides sign off approval after event build. • Works as the registration and technology lead for NACD’s premier annual meeting, Summit, including collaboration for website, building and constructing event website as needed, strategically building registration processes, routinely reporting statistics to leadership and stakeholders. o Troubleshoots and resolves elevated registration, accreditation and CEU concerns • Travels to and attends in-person events as needed • Develop, communicate, implement, and maintain standards, processes, roles, and responsibilities, service level agreements, system requirements, and other guidelines to team members serving as super-users. • Cross trains to serve as backup to the LMS Specialist role to avoid a single point of failure. • Reviews all event planning calendars and checklists, understanding the timeline and identifying possible conflicts. Leverages project planning tool for tracking deliverables. • Encourages operational excellence and adherence to deadlines and agreed upon timelines • Supports and cultivates policies and procedures with a member-first mentality • Works collaboratively with other department and content leads to ensure clarity for all communication and online information. • Works closely with Marketing on program registration set up and event detail pages with in cvent. • Manages workflows related to event set up in content management system (CMS is Welcome!). • Innovates to develop and implement processes and procedures to help enhance the experience at all NACD events Supervisory Responsibilities • Provides leadership and managerial oversight of two direct reports: Senior Specialist, Attendee Management, and Coordinator, Attendee Management. Mentors and trains staff, encouraging growth, progression, and advancement and facilitating open dialogue and feedback of current processes • Manages and trains the onsite registration team for large events. Performs other duties as assigned. OTHER REQUIREMENTS • Stands/walks for long periods of time at events • Climbs, balances, stoops, kneels, crouches, or crawls as needed • Lifts between 20 and 50 pounds on occasion EDUCATION/QUALIFICATIONS A bachelor’s degree and a minimum of five years of experience in customer service, registration, or project management. Must possess strong technical, project management, and problem-solving skills, and be a team player with a positive attitude and professional work ethic. Must possess and exhibit strong customer service skills, exemplary attention to detail, excellent communication and interpersonal skills, and ability to handle confidential information in a professional manner. Must demonstrate ability to work independently as a self-starter as well as work as part of a team and collaboratively across the organization, handling multiple activities and priorities whilst meeting deadlines and maintaining utmost professionalism, organization, and extreme attention to detail. Proficiency in Microsoft Word, PowerPoint and Excel is preferred. Experience with Cvent is cvent is required and experience with Salesforce is preferred. This position description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be required to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time. NACD employees are required to be fully vaccinated for the COVID-19 virus by their first day of employment. An employee is “fully vaccinated” two weeks after receiving their second dose of a two-dose vaccination series or two weeks after the first shot of a single-dose vaccine (or as described by the vaccine manufacturer). The salary/hourly range for this position is $75,000-85,000 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.