Business Operations Manager

American Nurses Association ANA • Silver Spring, MD

3d • $75,000 - $94,000 • Hybrid

About The Position

The American Nurses Enterprise (ANE) is seeking a Business Operations Manager to support highly skilled and high-performing teams across the Education and Resources department. As a Business Operations Manager in the Education & Resources department, you will be a cross-functional manager responsible for overseeing and optimizing the operational execution of education programs, sales-supported products and services, and customer-facing initiatives across the American Nurses Enterprise (ANE). You will serve as a critical connection among the sales, content development, product management, finance, marketing, legal, and IT functions. You will provide direct service to customers and other external stakeholders to ensure operational excellence, accurate reporting, compliant processes, and high-quality user experience. As Business Operations Manager, you will manage end-to-end operational workflows including program logistics, sales operations support, reporting, invoicing, contracting coordination, system administration, and continuous process improvement to support enterprise goals related to relevance, reach, customer satisfaction, and revenue. You must be adept at communicating through managing-up, managing managers’ expectations, and keeping one or more steps ahead of what’s needed. Join the American Nurses Enterprise (ANE) and be part of the team building a healthy world through The Power of Nurses™. Our goals are to (1) Elevate the Profession of Nursing Globally, (2) Evolve the Practice of Nursing to Improve Health, Health Care, and Health Equity, and (3) Ensure the Professional Success of Nurses. Our core values: Trusted, Inclusive, Innovative and Empowered guide everything we do. We are committed to creating a supportive and dynamic workplace where employees can thrive. We understand the importance of work-life balance and offer flexible work arrangements and generous paid time off. Our modern office spaces are designed to foster collaboration and creativity. The collaborative culture and supportive team environment make ANE a great place to grow your career.

Requirements

• Minimum 5 years of progressively responsible experience in operations, program coordination, sales operations, or project management in a complex, cross-functional environment.
• Minimum 2-5 years’ experience in customer service
• Direct customer-facing experience is a must

Nice To Haves

• Project management experience is a strong plus.
• Experience supporting educational programming, professional development, or healthcare/nursing education products.
• Experience with e-learning, LMS platforms, and eCommerce environments.
• Familiarity with accreditation standards, compliance-driven operations, or nonprofit enterprise environments.

Responsibilities

• Manage the administrative processes related to the coordination, development, planning, implementation, delivery, and evaluation of educational products and services to B2B and B2C customers.
• Manage relationships with independent contractors, to include coordinating contracts and schedules, processing invoices, providing systems access and training.
• Own the workshop execution process for both in-person and virtual workshops, including processing course requests and contracts, workshop build in multiple systems, registration management, and logistical coordination. Support independent contractors, workshop hosts and ANE staff before, during, and after delivery.
• Coordinate or lead, when necessary, the documentation, enhancement, and update of business processes and work instructions to increase efficiency, accuracy, and excellence. Deliverables may take the form of documents, new communication channels, or development of automated workflows.
• Organizing and maintaining files and other information for access by multiple teams, minimizing duplication.
• Collaborating with team members to manage data and reports as needed to support activities.
• Oversee routine program logistics, including timelines, documentation, system setup, reporting, and coordination with internal teams and external subject matter experts.
• Serve as back-up staff, when needed, for product management, LMS administration, and sales relationship management, to prevent gaps in service for course builds, customer care, and other activities related to the delivery of educational products and services.
• Serve as the lead point of contact for the sales inbox and response. Provide tier 2 customer support and resolution for escalations regarding issues like payments, refunds, and enrollments.
• Must develop and maintain knowledge of Education & Resources products, services, and activities as well as Enterprise-wide to resolve customer issues as quickly as possible.
• Support the sales and relationship team, with delivery of client engagements and bulk sales including contract coordination, invoicing, discount codes, enrollment tracking, billing, and customer support.
• Enter, track, and manage customer contacts and contracts using approved contracting and customer relationship management (CRM) systems in accordance with standard operating processes and work instructions.
• Support development of prospecting lists from the CRM, event lead generation and ANE data systems.
• Generate invoices, support payment collection, assist with billing reconciliation, and coordinate with Finance and Accounting as needed.
• Produce and maintain accurate operational, enrollment, and revenue reports (actuals and forecasts) for internal leadership and external clients.
• Communicate professionally on behalf of the ANE to support lead qualification, customer needs assessment, renewals, upgrades, and follow-on opportunities, as appropriate.
• Use and interpret data across learning management systems (LMS), CRM platforms, eCommerce platforms, and other systems.
• Create, manage, and analyze operational, financial, and performance reports to support informed decision-making and identify insights.
• Identify operational risks, delays, or inefficiencies and recommend data-informed solutions for implementation at the team and department levels. Develop and manage project plans for implementation solutions when appropriate.
• Collaborate closely with Education & Resources teams (e.g., Sales, Content Development & Product Management, Publications, and Meeting Services) as well as functional teams for IT, marketing, finance, and legal to ensure coordinated execution of initiatives.
• Support budget tracking, payment collections, data collection, forecasting, and documentation related to programs and sales-supported offerings.
• Contribute operational insights and feedback to improve procedures, tools, and customer experience across the enterprise.
• Perform additional duties as assigned to support evolving organizational needs.
• ANE reserves the right to modify duties as business needs require.

Benefits

• 401K retirement contributions of up to 7%
• generous PTO which includes the week-off between Dec 25 and Jan 1, in addition to Personal Days-off
• 11 paid Holidays
• excellent health/medical benefits
• ANE learning and development programs (internally and externally)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level