Program Manager, Digital Fulfillment

Job Description

Job Description

Title: Program Manager, Digital Fulfillment

FLSA Status: Exempt

Supervisor: Vice President, Content Delivery

Department: Content Delivery

Location: Remote

Alt Work Eligibility: CWW (Y), Remote (Y)

Level: Manager

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The starting base pay range for this position is $70,000-$85,000. Individual compensation will be commensurate with candidate's experience. This position is eligible for full benefits, as well as the Manager level annual incentive bonus program.

Summary of Position:

AVIXA (Audiovisual & Integrated Experience Association) is seeking a Digital Fulfillment Program Manager to join our team. This key role will be responsible for managing and optimizing the fulfillment process, ensuring program management at scale through successful delivery of sponsorship agreements, and excellent client service. The ideal candidate will possess a deep understanding of project management, strong customer service skills, and a passion for scalable program improvements. Bonus points if you know and love the AV industry.

Reporting to the Vice President of Content Delivery, this role serves as connector and facilitator for internal departments driving the execution of client sponsored initiatives. She/He/They will manage fulfillment tasks cross departmentally, regularly be a single point of contact for sponsors and stakeholders, track and communicate metrics, help to facilitate client payments as well as help to define and optimize workflows in support of the above.

AVIXA is the trade association and professional society that serves the audiovisual industry worldwide. In a time where the way that we communicate and experience the world has undergone such a notable evolution, technology is more integrated globally than ever, and we’re here for it.

Our vision is to serve as a first stop for the industry to connect, grow their knowledge and business, and be inspired. We’re focused on expanding our portfolio of customers and reaching more members of the AV industry and want you to join us in this endeavor!

Who are you?

You are a focused and passionate professional with direct experience developing, managing, and executing the fulfillment of sales deliverables. You are a highly organized program manager who possesses the ability to see the big picture while meticulously managing the day-to-day details. You are an excellent communicator and a master at both written and verbal skills. Bonus points for direct experience working with clients around the world.

What you’ll do:

• Association Sales Fulfillment Management: to include the daily management of the entire sponsorship fulfillment process, ensuring all tasks and touchpoints are executed efficiently and effectively both internally and externally, aligning with client expectations and AVIXA’s standards. To include:

• With a comprehensive understanding of each contract, develop a clear and deliberate plan and timeline to execute according to the terms
• Liaising with external sponsors to collect logos, digital ads, panelist info, and various contracted assets.
• Liaising with internal stakeholders and product owners to ensure comprehensive inventory management and successful execution of all deliverables
• Ensuring total program health for sponsors for the duration of their engagements
• Assembling and distributing program metrics upon program completion for both internal and external stakeholders

• Cross-Functional Collaboration: working closely with sales, marketing, content delivery, and other departments as needed to ensure seamless integration and execution of sponsorship deliverables.
• Performance Metrics: you will review existing key performance indicators (KPIs) for both customers and the sales staff, then work to provide an updated process for both management and distribution both internally and externally on an ongoing basis.
• Sponsor Payment Facilitation: working as a key facilitator between finance and sales, your role will help in the speedy recovery and collection of outstanding funds.
• Client Relationship Management: where you will serve as a key point of contact for sponsors, maintaining strong relationships and ensuring their needs and expectations are met throughout the engagement. This will include managing the long-term program health toward success and escalating challenges/problems and/or areas for improvement of both product and process.
• Client Success/Satisfaction: where you will work directly with sponsors on content best practices and industry alignment, ensuring success and strong ROI on their investments.
• Process Optimization : where you will analyze and refine sales fulfillment processes to improve efficiency, accuracy, and client satisfaction. Implement best practices and innovative solutions to streamline operations in key products such as Webinars, Power Hours and Podcasts.

Key Qualifications and Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Expert-level Program Management Skills: including planning, organization, prioritization, risk and stakeholder management, and critical thinking. Strong ability to manage multiple projects and priorities simultaneously.
• Analytical Skills: Ability to analyze data, identify trends, and implement effective solutions to improve processes. Look at the data, interpret success/ opportunities for improvement, and craft a strategic story for internal stakeholders and key customers.
• Marketing/ Design Skills: Bonus points for the ability to create engaging reports and storytelling presentations.
• Digital Tools Fluency: including but not limited CRM, digital program/ project management tools (bonus points if you know ClickUp in particular!), digital analytics platforms (such as Google Analytics, Chartbeat, etc.). Bonus points for experience with tools such as CMS, DAM, etc.
• Communication Skills: Excellent verbal and written communication skills, with the ability to build and maintain strong client relationships.
• Adaptability and Conflict Resolution Skills: agility in adjusting to changing circumstances, and resolving issues that benefit all parties involved.
• Collaboration and Empathy: Notable interpersonal skills that include understanding customer needs and advocating for their satisfaction and success, as well as working effectively with diverse teams across different departments.

Education: Knowledge and experience are prioritized. College/ education may be considered alongside direct experience

Experience: Minimum 5 years in program management, sales fulfillment, client success, marketing or related roles

Technical Skills: CRM, project management platforms, digital analytics platforms, digital publishing tools

Other skills: Fluency in English language and grammatical best practices, digital writing and/or project management

Why You’ll Love Working Here:

• AVIXA is a global organization that celebrates diversity of thought, background, demographics, and experience. Learn more about us!
• The AV industry is truly inspiring, changing how people experience the world.
• We’re headquartered in Fairfax, VA but also have a widely distributed team (and meet up in person a couple times a year). We recognize that talented people live all over the world.
• Our team likes to have fun and enjoy a good meal, even when we’re not together. We also expect everyone to have a strong opinion on whether a hot dog is a sandwich!
• Our values: Trust, Heart, Courage. No buzzwords here. We take these seriously and live them every day.
• Our people: you will be surrounded by some of the most talented, supportive, smart, and thoughtful leaders and teams.
• It’s not all about work: generous PTO and holiday time off, flexible working hours, option for a Compressed Work Week (i.e., 9/75 work week, or every other Friday off)
• The perks: AVIXA offers comprehensive medical, dental, and vision benefits, 401k plan with company matching, pet insurance, learning and career development opportunities, education assistance, and more!

This description describes the general duties and responsibilities of the position. It is not a complete list of duties, and the employee may be required to take on additional duties and responsibilities as required by the needs of the association.

EEO Policy Statement: “It is the policy of AVIXA to provide equal employment opportunities to all qualified persons, and to recruit, hire, train, promote, and compensate persons in all jobs without regard to race, color, age, religion, sex, national origin, disability, sexual orientation or any other category protected by law.”