Career Title: Business Operations Manager

Department: Education and Resources

Salary: Competitive salary commensurate with experience

FLSA: Exempt

Note: Union dues are 1.44% of bi-weekly pay

Career Summary:

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.

What You Will Do:

Operations Management & Support

• Manage the administrative processes related to the coordination, development, planning, implementation, delivery, and evaluation of educational products and services to B2B and B2C customers. This includes, but is not limited to:
• 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.

Customer Care & Sales Support

• Direct customer-facing experience is a must, and any project management experience is a strong plus.
• 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.

Cross-Functional Collaboration

• 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.

Other Responsibilities

• Perform additional duties as assigned to support evolving organizational needs.
• ANE reserves the right to modify duties as business needs require.

What you bring to the American Nurses Enterprise:

Required Education

• Bachelor's degree is required, preferably in Business Administration, Operations Management, Education, or a related field, or an equivalent combination of education and experience.

Required Work Experience

• 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

Preferred Skills

• 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.

What ANE Offers You:

• Join us and support more than 5 million Registered Nurses in the United States.
• Every role within ANE contributes to a healthier world through The Power of Nurses™.
• An opportunity to help transform a 129-year-old organization to meet the future needs and demands within Health Care.
• Be a role model for embracing and empowering the uniqueness of every employee.
• Continuously innovating through creative and strategic initiatives.
• Exceptional benefits including but not limited to 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, and much more.
• Commitment to your career development and advancement through ANE learning and development programs (internally and externally).

Work Schedule:

Hybrid employees must work a minimum of 20% in the office.

Location:

ANE Headquarters office located at: 8403 Colesville Road, Suite 500, Silver Spring, MD 20906

Learn more about the American Nurses Enterprise:

https://www.nursingworld.org/ana-enterprise-jobs/

https://www.linkedin.com/company/american-nurses-association