Operations Manager

Reporting to the Executive Director, the Operations Manager develops and implements operational and technology strategies to meet the ABA’s business needs. This position serves as a liaison/interpreter between key stakeholders and the ABA’s technological resources, helping to ensure operational efficiency.

This position uses technical skills to configure the Association Management Software system (Impexium), the project management system (Jira), and other systems and related products such as Confluence. This role provides internal IT support for software and hardware in partnership with our external IT provider. This position maintains the integrity of data housed in those systems while documenting appropriate processes and ensuring that staff is trained and appropriately utilizing key software.

The Operations Manager works closely with: Membership Manager and Membership Specialist on membership processes and reports, The Senior Director of Finance & Administration on financial aspects of the AMS, and with many other staff on system modules.

The role is preferred to be based in Chicago, IL. The role may be a hybrid-based role with 2-3 days of work at the ABA Headquarters and 2-3 days in a remote office or full-time office-based.  There is also an option for a fully remote employee.

The role is a full-time exempt role with typical weeks being 37.5 hours. Typical work hours are 8:30am-4:30pm.

National travel may be required for the role, 1-3 times per year.

Responsibilities

The Operation Manager will manage the following crucial areas for the ABA, related to technology and operational efficiencies across the organization:

1. DATABASE ADMINISTRATION

• Serve as the technical lead and primary knowledge expert for the AMS (Impexium).Provides staff support, including problem diagnosis, training, and correction. Field requests and gather requirements from end users for database needs and enhancements.  Assist with development of public-facing AMS pages.
• Serve as business analyst to understand staff needs and system capabilities and propose solutions to best meet both.Manage products, subscriptions, certifications, and other components of the database.
• Ensure staff are trained to effectively utilize AMS for business needs, including querying and invoice management.
• Serve as primary contact with AMS vendor and manages all RFAs and third-party integrations.
• Perform tests and evaluations regularly to ensure data security, privacy, and integrity.
• Monitor database performance, implement changes, and apply new patches, and versions when required.

2. SYSTEMS MANAGEMENT

• Serve as liaison to external IT provider to ensure effective IT solutions for ABA staff.
• Manage the virtual phone system in partnership with the IT provider including call flow, out of office and reports.
• Onboard new staff and provide entry level training and best practices for Microsoft office and other solutions.
• Develop and implement strategies to ensure staff are effectively and efficiently using technology to achieve organizational goals.
• Manage staff access to all software subscriptions including, but not limited to:MS Office, Adobe, Zoom, Jira, Drop Box and Google.
• Development the documentation of standard operating procedures for all aspects of ABA’s shared software including AMS, Jira, Confluence, and other technology as needed.
• Proactively support IT needs by identifying pain points and recommending new solutions.Lead the team in evaluating proposals and selecting technology options that cost effectively meet the needs of the ABA and support the strategic plan.
• Manage integrations between systems.
• Develop and manage budgets for all ABA technology needs.

3. DATA MANAGEMENT

• Maintain integrity of data in the AMS including establishing access profiles, training staff on data use, establishing processes for creating or editing fields, setting up process flows, SQL stored procedures and triggers and conducting audits of data.
• Fulfill high-level data requests. Assist staff in capturing relevant customer data, develop and manage data analysis queries, and develop business intelligence reporting systems. Collaborate with membership staff to ensure that new memberships, annual renewals, and terminations are processed effectively.
• Oversee meeting registration for all ABA events. Set up and manage registration process for small meetings in AMS and serves as liaison with external registration company to manage registration for Annual Meeting.
• Provide instructions and resources to front-line customer service team to effectively and efficiently respond to the technical and data-related needs of members and stakeholders.
• Develop and implement processes to update customer profiles, manage and reduce entry of duplicate records by customers and staff, and manage relationships between individuals and organizations.
• Manage financial transactions, refunds, and reports.Provide guidance to front-line staff and ensure financial integrity.  Work with Senior Director, Finance and Administration on integration and reporting.

5. PROJECT MANAGEMENT SOFTWARE ADMINISTRATION

• Serve as lead JIRA administrator, creating and organizing new projects on the JIRA platform, and configure the layout, design, workflow, and dashboard.
• Implement processes to facilitate efficient project management in Jira, including data collection and reporting, and creation, management, and distribution of project deliverables.
• Oversee use of Jira and Confluence, and train staff (directly or through third party training) in effective use of Jira, Confluence, and project management methods and procedures.

Qualifications

This is an extraordinary opportunity for an individual with strong technical skills, the ability to translate verbally and in writing to those less technically savvy, and a desire to collaborate as part of a growing team.

The successful candidate will be a problem solver excited about working in a fast-paced, ever-changing environment. They will be highly detailed, organized, and collaborative while managing multiple projects simultaneously. They will see the big picture and embrace change to ensure they meet their goals and the goals of the ABA.

Specific requirements include:

• Bachelor’s degree or equivalent experience.
• Experience administering Association Management Software systems is required (Impexium experience preferred).Highly proficient in SQL, HTML, CSS, and Javascript. Advanced knowledge of Microsoft Office 365 suite.
• Extensive knowledge of technology solutions and process improvement.
• Excellent critical thinking and analytical skills, as well as accuracy and attention to details.
• Self-motivation and ability to take initiative and take on new responsibilities as necessary.
• Excellent verbal and written communication skills with exceptional attention to details.
• Familiarity with project management software (Jira or similar) preferred.
• Association experience preferred.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. While performing the duties of this job, the employee is regularly required to communicate with others both inside and outside of the office, to use a computer and to be able to move around in the office.
• Personal qualities of integrity, collaboration, commitment, solution-orientation, and a commitment to and passion for the ABA’s mission.

SEARCH PROCESS

This search is being conducted by Meg Laundry, Associate, Tuft & Associates, Inc. Qualified candidates should submit, in confidence, a resume and a cover letter that outlines relevant personal qualifications to:

• Complete the resume submission form below, and include your resume and cover letter.
• Email your resume and cover letter to Tuft & Associates, Inc. at cbabjak@tuftassoc.com.