Senior Manager of Operations and Member Experience - Maryland Innovation Center at the HCEDA

POSITION CLASS DESCRIPTION/SUMMARY:

Sr. Manager of Operations at the Maryland Innovation Center (MIC) will drive operational excellence to further the growth and success of the MIC as a premier innovation hub in Maryland. Located in Howard County, the MIC supports entrepreneurs, startups, and established businesses by fostering innovation, collaboration, and commercialization. Reporting to, and in close collaboration with the Managing Director of the Maryland Innovation Center, this role will have fiduciary and KPI responsibilities.

ORGANIZATION SUMMARY:

The Howard County Economic Development Authority (HCEDA) is Howard County’s official economic development organization. The Maryland Innovation Center (MIC), a business unit of HCEDA, supports startups, entrepreneurs, and growth‑stage companies through workspace, programming, mentorship, and community connections. The MIC team includes Member Experience, Events & Programming, and Facilities functions. The Sr. Manager of Operations oversees the daily operations of these functions, ensuring operational excellence, a strong member experience, and alignment with HCEDA’s strategic goals.

OVERSEES:

Member Experience, Facilities Operations, and Administrative Functions.

WORKS CLOSELY WITH:

MIC Programming Team, MIC Member Companies, Howard County Department of General Services, Howard County Security, the Howard County Economic Development Authority (HCEDA) Director of Data and Research, HCEDA Head of Business Development; and HCEDA Controller. Senior Manager of Operations will oversee all operations and processes within the team and across partner departments in alignment with the mission and objectives of the Howard County Economic Development Authority (HCEDA). Foster a culture of collaboration and consistency within the team and with MIC Members.

OPERATIONAL LEADERSHIP:

Oversee the member company pipeline from prospect engagement through onboarding, growth, office transitions, graduation, and retention, ensuring alignment with capacity, member needs, and HCEDA strategic growth objectives. Develop and optimize operational systems, workflows, and internal processes to improve efficiency, consistency, and member experience. Serve as a cross‑functional operational liaison between MIC, HCEDA departments, vendors, and external stakeholders. Oversee vendor relationships, service agreements, and operational contracts. Ensure operational compliance with applicable county, facility, and organizational policies.

MEMBER AND COMMUNITY EXPERIENCE:

Oversee the end‑to‑end member experience, including onboarding, renewals, office transitions, and community engagement touchpoints. Support the operational execution of events, mentorship programs, educational workshops, and ecosystem initiatives. Help foster a collaborative, professional, and innovation‑focused environment for entrepreneurs and stakeholders.

DATA, REPORTING, AND FINANCIAL OVERSIGHT:

Track, analyze, and report operational KPIs related to occupancy, retention, programming, engagement, and financial performance. Assist in budget forecasting, expense management, and operational planning. Maintain operational systems and reporting tools to support data‑driven decision‑making.

FACILITIES AND INFRASTRUCTURE:

Coordinate building operations, facilities management, safety procedures, and maintenance requests in partnership with Howard County departments and vendors. Support the operational scalability of coworking, office, conference, and event spaces.

DESIRED CHARACTERISTICS:

Entrepreneurial mindset with a passion for fostering innovation and economic growth. Highly organized and operationally minded with strong attention to detail and follow‑through. Strong leadership and interpersonal skills with the ability to work across diverse personalities, teams, and stakeholder groups. Ability to thrive in fast‑paced, evolving environments while balancing competing priorities. Systems thinker with a process improvement mentality. Strong problem‑solving and decision‑making capabilities. Service‑oriented mindset with a focus on delivering an exceptional member and stakeholder experience. Ability to balance strategic thinking with hands‑on execution. Strong written and verbal communication skills.

QUALIFICATIONS:

Bachelor’s degree in business administration, operations management, public administration, entrepreneurship, economic development, or related field. 7–10+ years of progressive operational, program management, community management, or organizational leadership experience. Experience managing cross‑functional operations, programs, or facilities in a fast‑paced environment. Demonstrated ability to manage projects, budgets, vendors, and operational processes simultaneously. Strong organizational, analytical, and problem‑solving skills. Experience using Salesforce, reporting, project management, and operational software platforms. Exceptional communication and relationship management skills. Ability to work independently while collaborating across multiple teams and stakeholders.

PREFERRED QUALIFICATIONS:

Experience working within startups, innovation hubs, incubators, accelerators, coworking environments, higher education, or economic development organizations. Familiarity with entrepreneurship support ecosystems, venture funding environments, and startup operations. Experience with event operations, community engagement, or member experience management. Experience developing operational systems and scalable internal processes. Knowledge of Howard County and Maryland’s innovation and entrepreneurial ecosystem. Master’s degree in business administration (MBA), public policy, entrepreneurship, economic development, or related discipline.

EEO STATEMENT:

HCEDA is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. HCEDA prohibits discrimination on the basis race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state, or local laws. #J-18808-Ljbffr Howard-County