The Senior Manager, Education Technology & Operations serves as a project manager, technology innovator and team leader providing oversight of NACD’s education and event technology, to include registration and product set up (Cvent), learning management system (LearnUpon), project management software (Monday.com) and virtual instructor led, webinar and on-demand platforms (Cvent Studio). The Senior Manager provides operational reporting and analysis and manages two members of the education technology team for in-person and virtual event delivery. This role 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
Education Technology Innovation
Maintains an awareness of industry standards as related to education delivery platforms (including LMS, virtual, event registration, etc.).
Develops and implements plans for new education technology to bring additional educational products to market to meet financial and customer satisfaction objectives including establishing business requirements, understanding client needs, identifying, and implementing on operational requirements
Virtual Instructor-Led programing
co-branded partitions for OnDemand partnerships
partnership opportunities with universities, partners, chapters and other licensing clients
Provides oversight of projects, customer service, maintenance, and reporting for the following education delivery systems: webinars (Cvent Studio), on-demand learning (LearnUpon LMS)
Identifies process improvements and implements measures to streamline efforts, improve productivity, and accuracy via new technology exploration or implementing novel methods using existing technology
Creates RFPs for technology vendors, makes recommendations for vendors, and contracts with vendors.
In partnership with Digital, Technology, Solutions & Innovation (DTSI) oversees operational effectiveness and continuity, including:
manages vendor relationships, routine trouble shooting and software updates
provides oversight and technical direction
plans and executes version control and software updates to education technology platforms
expands available functionality to align with NACD education strategy
Collaboration & Communication
Works with Event & Exhibit Production Manager on design and functionality of onsite registration area at Summit
Resolves conflicts, and devises contingency plans, communicates decisions, and deadlines.
Troubleshoots and resolves elevated registration, accreditation, and technology use issues.
Provides regular leadership and coaching to direct reports, to ensure they achieve success in their assigned tasks, goals, and career path
Works collaboratively with other department and content leads to ensure clarity for all communication and online information and to ensure department processes work synergistically
Develops, communicates, implements, and maintains standards, processes, roles, and responsibilities, service level agreements, system requirements, and other guidelines to team members.
Lead representative from department on website strategy
Analysis and Process Improvement
Creates key data reports, both regularly scheduled as well as requested, to allow for strategic decision-making
Establishes registration standards and processes for all NACD programs, courses, and events.
Works with key stakeholders to determine, implement, and monitor program standards and business rules/exceptions.
Encourages operational excellence and adherence to deadlines and agreed upon timelines
Innovates to develop and implement processes and procedures to help enhance the experience at all NACD events. Supports and cultivates policies and procedures with a member-first mentality
Operations
Provides project management oversight 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.
Provides oversight of project management software, template builds, maintenance and reporting (Monday.com).
Oversees the accuracy and timeliness in registration processing and communication and provides final approval.
Oversees standard operating procedures (SOPs) as needed and reviews and updates cancellation, transfer, and refund policies. Ensures policies are included in workflows and procedures with Education department and other interdependent departments.
Trains onsite technology team to provide excellent customer service while adhering to SOPs.
Assists with development of budget and monitors budgeted revenue/expenses and processes invoices in a timely manner. Ensures expenses are kept at or below budgeted amounts.
Other Duties
Travels to and attends in-person events as needed
Attends kickoff, update and post-event review meetings as necessary.
Works with Director, Event Operations to equitably assign projects to appropriately manage workloads and timing
Alerts Director, Event Operations of issues, problems or concerns
Supervises, mentors, trains and provides leadership oversight of Education Technology Specialist and Education Technology Project Manager, encouraging growth, progression and advancement while facilitating open dialogue.
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 five to seven years of experience in customer service, virtual learning, 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 have demonstrated experience leading and managing people including the ability to encourage, empower, and hold others accountable. Demonstrable experience in contracting, oversight, regular communications, and relationship building with vendors while working to stay within budget. Must possess and exhibit 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 while meeting deadlines and maintaining the utmost professionalism, organization, and extreme attention to detail. Must exhibit exceptional communication and interpersonal skills with an ability to understand and follow oral and written instructions and to deal effectively with internal/external customers and vendors. Proficiency in Microsoft Word, PowerPoint, and Excel is required. Experience with Cvent is required and familiarity with Salesforce, LearnUpon, Welcome and Monday.com 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 $100,000 - $110,000 plus bonus potential. Compensation is based on several factors including but not limited to education, work experience, certifications, etc.
Please submit your application online at: https://www.nacdonline.org/about/NACD-careers/
