Chapter Relations, Membership, Project Management/Program Development
The Director is responsible for the strategic development of new and existing services for members and other stakeholders in alignment with AOM’s mission, vision and goals. The incumbent will grow global membership by increasing engagement, enhancing the value proposition and ensuring the effective delivery of services through efficient systems and business processes. The Director has direct accountability for generating revenue and a hands-on role in the operations management and execution of differentiated and profitable programs that increase user satisfaction and contribute to the long-term sustainability of the organization.
Membership and Program and Service Development
Drive membership and service revenue through the development of member acquisition and retention strategies.
Manage and oversee the effective execution of engagement plans to serve members throughout their lifecycle and to successfully meet annual retention goals.
Define and lead the program and service strategy. Analyze business opportunities, specify and prioritize user experience, and partner with organizational leadership to direct and integrate cross-functional product development teams.
Lead service development based on global market needs. Implement business plans and optimize associated business processes.
In collaboration with Communications and Marketing Team, conceptualize and align service benefits and value propositions with communications and marketing plans to maximize reach and revenue.
In collaboration with leadership team, implement and launch new products and services that generate revenue and deliver a strong value proposition to key audiences (members, schools, institutions, divisions and interest groups) across the profession and industry. Report on respective projects, identify potential cross-organizational dependencies, and actively engage in discussions on organizational risk, capacity and ability to deliver on plans.
Develop and oversee career services for the profession and across career stages. Generate new revenue through the development of career resources and products.
Oversee and lead the Community project and platform to grow engagement and monetize the program.
Develop mentoring programs and other service models in collaboration with divisions and interest groups.
Implement a new service model for institutions. Assess their needs, propose solutions, address possible concerns and offer school benefits through new service delivery mechanisms.
Anticipate future member and stakeholder needs by identifying emerging issues, industry trends, and engagement opportunities.
Continually review AOM membership structure and dues, new service models and pricing for all products.
Design and direct complex and diversified projects, coordinating the work of other professionals and ensuring program and service accountability.
Identify and negotiate strategic partnerships that benefit AOM with complementary organizations.
Operations and Account Management
Leverage and continuously improve the processes and systems for all products and services to engage and retain members and stakeholders through efficient account management.
Manage and oversee program and service operations including budget, business processes, systems, planning, and improvement initiatives.
Oversee effective management of iMIS to ensure data integrity and system capabilities to support efficient member processing via online platforms.
Work with team members to successfully leverage customer expertise and institution relationships, enable successful integration and ensure AOM is delivering on all service commitments.
Primary responsibility for system workflows and user experience of members and stakeholders related to acquisition, retention, engagement, account management, and member service.
Develop and implement workflows that align with IT initiatives to support, serve, and strengthen departmental efficiency.
Develop data standards and procedures to ensure a high degree of accuracy and integrity in the management of data and obtain buy-in from members and vendors. Oversee data privacy and personal data to ensure compliance.
Oversee dues and transaction operations including billing and collections processes; regularly evaluate competitiveness and equity of dues rates, monitoring revenue flow, and identifying opportunities to improve efficiency and system operations.
Responsible for senior level relationships with Divisions and Interest Groups and Institutions.
Manage and track membership data and identify and respond to member needs and membership trends.
Create, analyze, interpret and disseminate monthly and quarterly reports and presentations to provide key performance indicators for membership and programs and services.
Work closely with the Communications team to improve the overall member experience, renewal routines, surveys and engagement tactics to retain and involve members.
Leverage data, analysis and surveys to inform strategy development.
Handle special projects as assigned by Executive Director and COO.
Lead the Membership and Services team to ensure retention and growth of current and new relationships.
Day to day management of direct report(s) and overall responsibility of indirect reports/team (where applicable); instill a culture based on AOM HQ values. Solve roadblocks, introduce and reinforce best practices, and provide mechanisms to aid the work of direct reports.
Serve as an inspirational mentor to all staff. Enhance communication, professionalism, and commitment to AOM’s mission, objectives and strategic direction.
Carryout the performance management program, working to build and grow capability while addressing performance issues in a timely and structured manner; coach, mentor, counsel, and discipline when necessary; generate timely and proper performance management documentation including annual performance reviews.
Establish and align objectives of direct reports with key business goals. Set expectations, provide guidance and prioritization. Establish procedures to monitor progress. Communicate financial goals and objectives to all staff.
In collaboration with COO and HR, facilitate professional development and learning, performance coaching and evaluation including increased capability to handle complexity.
Foster inter-departmental collaboration across departments.
Financial Management and Reporting
Work across operations to analyze and evaluate ROI of programs and services and to identify opportunities for maximizing revenue and sales.
Lead and oversee budget execution. Monitor and manage budgets. Conduct analysis and forecasting.
Develop staff in the use of financial and other statistical data to manage their activities and support informed decision-making.
Develop revenue generating and cost saving programs.
Secure the Academy’s revenue streams. Manage expenditures and generate new revenue sources.
Develop and manage budgets, evaluate results and develop corrective strategies as needed.
Education and Experience:
Bachelor’s degree in management, marketing, project management or other job-related discipline required; advanced degree highly preferred.
Senior level experience in conceptualizing and implementing new products and services.
Deep understanding of and familiarity with customer relationship/account management systems and data tools and technologies.
Proven track record in implementing and optimizing services and programs.
Prior managerial experience with proven ability to develop direct reports.
Expertise in designing and directing complex and diversified projects, coordinating the work of other professionals, and ensuring program accountability.
Experience developing and managing business processes and revenue generating areas.
Experience working in a non-profit, higher ed or member-driven organization is a plus.
Advanced Microsoft Office programs and Excel a must.
Skills and Abilities:
Highly developed service orientation, communication and interpersonal skills with ability to interpret, lead and translate information across a multi-faceted organization and cultivate long-term relationships with members, stakeholders, vendors, partners and senior leaders internally and externally.
Advanced financial management ability to generate new revenue, manage revenue producing areas and control costs. Proven ability in managing the fiduciary aspects of planning and delivery of annual budgets.
Ability to analyze and interpret data to clearly articulate needed strategies. Senior level experience in data management, research methods or data governance.
Flexible and adaptable with proven success in a changing environment.
Strong technology aptitude and computer skills with the ability to quickly learn and navigate new systems.
Demonstrated ability as a leader, change agent, strategic thinker, collaborator, and presenter at all levels across the organization.
Sound decision making, critical thinking and problem-solving ability.
Ability to take ownership and initiate, coordinate, manage and execute large multi-faceted projects and demonstrate agility while paying close attention to detail in a deadline driven environment. Ability as a “doer” to step-in where and when necessary to advance the work of projects.
Solid work ethic, personal integrity, and high professional standards.
Ability to understand and appreciate the needs of the association industry and academic market.
Extensive management experience including ability to motivate, lead, set objectives, manage performance and help with conflict resolution in multi-disciplinary teams.
Periodic domestic and international travel required, up to 15-20% annually. Travel typically includes use of various methods of transportation (car, plane, rail), depending on the location.
About Academy of Management
The Academy of Management (AOM) is the preeminent professional association for management and organization scholars. The mission of the Academy is “to build a vibrant and supportive community of scholars by markedly expanding opportunities to connect and explore ideas.” Our worldwide members are professors and Ph.D. students in business schools at universities, academics in related social science and other fields, and practitioners who value knowledge creation and application. Founded in 1936, our global community today is nearly 20,000 strong, spanning 115 countries.
Learn more about us at http://aom.org