US-Educational Programs -Registration Manager

CASE•Washington, DC

5d•Hybrid

About The Position

The Registration Manager provides strategic and operational leadership for conference registration across CASE education programs in the United States and Canada. The position independently plans and administers registration operations; evaluates registration trends, risks, and service issues; recommends pricing, discount, refund, credit, and registration approaches; and makes decisions within delegated authority that materially affect event revenue, financial controls, operational effectiveness, and the member experience. The Registration Manager serves as the subject-matter expert and division lead for conference products in the Association Management System (AMS), develops registration processes and standards, and advises the Senior Director, Event Experience and conference teams on significant registration matters.

Requirements

Associate’s degree required; bachelor’s degree preferred; or an equivalent combination of relevant education and experience.
Three to five years of progressively responsible experience in association operations, event registration, program administration, customer operations, or a related environment.
Demonstrated experience independently managing complex processes, evaluating exceptions, resolving non-routine issues, and making recommendations with operational or financial impact.
Experience with database software and event registration applications is required.
Proficiency in Microsoft Office applications and database systems.
Ability to work independently and collaboratively across functions, cultures, countries, and time zones.
Demonstrated interest in advancing education in the not-for-profit sector and commitment to an inclusive organizational culture.

Nice To Haves

Personify experience is preferred.

Responsibilities

Lead registration planning and execution for the US/Canada education portfolio, determining work plans, priorities, controls, timelines, and service standards within established organizational objectives.
Analyze registration performance, customer feedback, operational risks, and financial impacts; identify issues and alternatives; and recommend or implement corrective action within delegated authority.
Develop, interpret, and maintain registration procedures, business rules, and internal controls for conference products in the AMS.
Serve as the division subject-matter expert and lead for conference setup in the AMS, resolving complex issues and determining when matters require escalation.
Advise the Senior Director, Event Experience and conference stakeholders on pricing structures, currencies, deadlines, discount strategies, refunds, credits, and registration exceptions.
Approve registration discounts, refunds, credits, and exceptions within documented authority levels; evaluate and recommend resolution of matters exceeding delegated authority.
Evaluate competing registration priorities and make decisions that balance revenue, member experience, operational feasibility, consistency, and financial risk.
Monitor registration results and prepare analyses and recommendations for leadership and conference teams.
Lead internal training and communication regarding registration processes, controls, deadlines, and significant system or program changes.
Plan and lead onsite registration operations for approximately four to five in-person conferences annually, including real-time resolution of significant service and operational issues.
Exercise fiscal responsibility in the use of CASE resources and maintain effective controls over registration-related transactions.
Partner with Finance and Accounts Receivable to establish approaches for reconciling balances, monitoring proforma invoices, resolving exceptions, and reducing financial exposure.
Review registration-related financial discrepancies, determine appropriate resolution within delegated authority, and recommend action on significant or unusual matters.
Source registration materials and services; evaluate options based on cost, quality, service, and operational requirements; and make purchasing recommendations or commitments within delegated authority.
Monitor the application of approved pricing, discounts, refunds, and credits and recommend changes to improve consistency, controls, or outcomes.
Serve as the primary escalation point for complex conference registration matters and determine appropriate resolutions by interpreting CASE policies, program requirements, and relevant circumstances.
Advise internal stakeholders on registration options, risks, exceptions, and member-impact considerations.
Build and maintain a comprehensive understanding of CASE programs, services, systems, and policies to provide authoritative guidance and resolve non-routine inquiries.
Collaborate across divisions and regions to share expertise, promote consistent practices, and support the OneCASE experience.
Capture and evaluate member feedback and interaction data to identify trends and recommend operational or service improvements.
Incorporate assignments and projects related to objectives established by the CASE Strategic Plan.
Represent CASE with professionalism, accuracy, sound judgment, and integrity in all activities, services, and work products.
Perform other duties and responsibilities consistent with the role’s purpose and level, as assigned by the supervisor.