US-Educational Programs -

JOB DESCRIPTION

Title

Registration Manager

Division

Education

Department

Event Experience

Reports to

Senior Director, Event Experience

Status

Full-time, Exempt

Level

Manager

Direct Reports

None

Salary

$83,000

DC, Hybrid. Candidate must be local, also CASE does not provide US sponsorship for this position

Position Purpose

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.

Essential Functions

The primary duty of this position is office and non-manual work directly related to CASE's business operations. The position regularly exercises discretion and independent judgment on matters of significance within delegated authority. Core functions include, but are not limited to, the following:

Registration Strategy and Program Management

• 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.

Financial and Vendor Responsibilities

• 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.

Member and Stakeholder Leadership

• 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.

Decision-Making and Independent Judgment

• The position operates under general direction and determines the methods, sequencing, and priorities used to achieve assigned objectives.
• The position compares and evaluates possible courses of action and has authority to make decisions or recommendations after considering operational, financial, policy, and member-service implications.
• Judgment is required when established guidance does not fully address a registration issue, exception, system limitation, or stakeholder need.
• Decisions and recommendations may affect event revenue, financial controls, conference operations, service standards, and the member experience.
• The position refers matters outside delegated authority or involving material organizational risk to the Senior Director, Event Experience or other appropriate leader.

Other Responsibilities

• 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.

Position Requirements

Education and Experience

• 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; Personify experience is preferred.

Knowledge, Skills, and Abilities

• Sound judgment and the ability to analyze information, evaluate alternatives, and make independent decisions within delegated authority.
• Ability to interpret and apply policies, business rules, and financial controls to complex or unusual circumstances.
• Project and process management skills, including the ability to establish priorities, coordinate stakeholders, manage deadlines, and improve workflows.
• Strong analytical skills and the ability to convert registration and financial data into practical recommendations.
• Excellent written and verbal communication, consultation, interpersonal, and problem-solving skills.
• Superior member-service skills and the ability to resolve complex or escalated concerns effectively.
• 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.

Work Requirements

• Periodic domestic travel is required, including onsite conference support for approximately four to five conferences annually.
• Conference responsibilities may require evening or weekend work and work outside the employee's regular schedule.
• Ability to work effectively in office, conference, and approved remote-work environments, consistent with organizational requirements.

Classification Note

CASE may review and revise the classification or job description when duties, compensation, law, or organizational needs change.

Management reserves the right to review and revise this document at any time. This document describes intended job content and is not a contract of employment.

Alternative Work Arrangement: After 4 weeks of employment, eligible staff are given the opportunity to work from home up to 2 days per week and in-office 3 days per week.

Management reserves the right to review and revise this document at any time. This document represents a description of intended job content, and should not be construed in any way to be a contract of employment.