Registration and Customer Service Manager

The American Association of Colleges and Universities (AAC&U) is a global membership organization dedicated to advancing the vitality and democratic purposes of undergraduate liberal education. Through our programs and events, publications and research, public advocacy and campus-based projects, AAC&U serves as a catalyst and facilitator for innovations that improve educational quality and equity and that support the success of all students. In addition to accredited public and private, two-year and four-year colleges and universities and state higher education systems and agencies throughout the United States, our membership includes degree-granting higher education institutions in more than twenty-five countries as well as other organizations and individuals.

AAC&U seeks a self-motivated, detail-oriented individual with excellent customer service skills, diplomacy, supervisory experience, and the ability to multi-task to manage year-round conference and event registration activities. The Registration and Customer Service Manager will partner with the Event Managers and Concept Advisors to develop pre- and post-event reporting, registration processes, including data entry and customer and member services for all aspects of AAC&U’s hybrid, virtual, webinar, and onsite registration management. This position will supervise the Registrar and report directly to the Vice President, Office of Global Citizenship for Campus, Community, and Careers.

DUTIES AND RESPONSIBILITIES

• Manage the registration process for all Meetings, Conferences, and Events (Annual, Network, Institutes, Webinars, etc.)
• Manage the reconciliation of meeting fees, member refunds, and registration-related requests
• Responsible for forecasting, creating, and preparing reports on registration data, including finances, and information on meeting trends to leadership
• Oversee the accuracy and monitor registration and financial data to include: payments (check request and purchase orders), cancellations, outstanding payments, substitutions, and work closely with finance to resolve and troubleshoot receivables and payment matters
• Responsible for responding to and managing AAC&U’s official registrar email account and phone number. Answer association questions and general event inquiries while redirecting high-level communication to appropriate event leads
• Manage website registration pages and all related links, coordinate with the AMS team, and maintain CRM updates
• Create registrant and financial reports to cross-reference and reconcile
• Set-up and manage onsite registration for conferences, meetings, other events
• Serve as a point of contact at registration to aid with registration solutions
• Work to ensure registrants, speakers, sponsors, and guests are properly checked-in
• Oversee and manage registration desk training for staff and volunteers
• Create name badges, reports, and other meeting materials
• Manage post-event deliverables, including but not limited to: finalizing registration lists, updating dashboards and trackers, working with accounting to finalize event financials
• Performs other duties as assigned

EXPERIENCE/REQUIREMENTS

• Bachelor’s degree preferred
• Minimum 5 years in full-time or equated experience in the professional area to include a minimum 2 years of supervising
• Experience with database and association-management software (AMS)
• Familiarity with meeting industry trends and best practices
• Ability to work in a varying schedule environment including nights, early mornings, weekends, and holidays
• Ability to travel and work in multiple time zones
• Ability to manage multiple priorities and pay meticulous attention to detail is essential
• Must have advanced skills in the use of MS Office tools
• Be able to lift 25 lbs
• In addition, qualified candidates will possess solid communication skills, the ability to handle confidential materials/information; exceptional interpersonal skills and professionalism; and proficient with multitasking in an environment where priorities can shift quickly
• Travel to off-site meetings will be required

How to Apply

Please submit a resume, cover letter describing relevant work and educational experience, and salary requirements to AAC&U, Box DESS, 1818 R Street, NW, Washington, DC 20009, or to jobs@aacu.org. Review of applications will begin on May 15, 2023.

AAC&U believes that a broadly diverse staff is critical to achieving excellence as a national higher education Association. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are fully committed to equal employment opportunity and compliance with the full range of fair employment practices and non-discrimination laws.