Head of Programme Management

The Program Coordinator - Registries provides high-quality administration, customer service, and operational support for IEEE-SA Registration Authority programs and other Business Development activities in a fast-paced, high-demand environment. The incumbent serves as a key point of contact for internal and external customers and is responsible for managing inquiries, processing applications and payments, maintaining accurate records, corresponding with customers, and supporting assigned registry operations with a high degree of accuracy, responsiveness, and attention to detail.
This role requires strong organization, sound judgment, and the ability to prioritize multiple time-sensitive activities while ensuring compliance with established policies and procedures.
The position reports to the Director, Registry Operations and functions as an individual contributor, working under minimal supervision on routine responsibilities while keeping management informed of actions, progress, and issues requiring escalation. Manager assistance should be sought for non-routine matters and elevating high risk situations.
Manage the register function and act as the Registrar for the IEEE-SA Registration Authority (RA) which includes:
Review, process, and manage applications for nine active registration programs in accordance with established policies and procedures.
Serve as the primary Customer Service Center contact for internal and external Registration Authority customers across SA product lines.
Partner with IT staff to improve specialized databases and operational tools that support registry business activities.
Process checks, wire transfers, purchase orders, credit applications, and credit card payments; maintain related records and upload invoices to customer portals.
Vet prospective customers against required criteria to ensure compliance with corporate policies.
Support RA clients, IEEE and SA staff, and vendors by troubleshooting issues and researching databases, IEEE standards, and reference materials to provide accurate information.
Maintain archive filing systems for all IEEE-SA Registration Authority programs.
Review and recommend policy or procedure improvements that enhance the customer and staff experience.
Develop and maintain procedure and policy documentation for registration activities.
Prepare and review monthly forecasts and registration activity reports for accuracy and inclusion in cost-center reporting.
Monitor customer satisfaction survey results and provide ad hoc reports to the Director, Registry Operations.
Provide backup support to the Director, Registry Operations, in managing oversight committee activities.
Travel Information
~10% Domestic and International

Bachelor's degree or equivalent experience Computer Information Systems or Business degree with IT focus required

Work Experience

• 4-7 years Program administration, operations support, registry administration, customer service, or related business operations experience in a fast-paced, high-volume environment required
• 4-7 years Experience processing applications, customer requests, payments, invoices, purchase orders, or similar transaction-based operational work with a high degree of accuracy required
• 4-7 years Experience supporting internal and external customers, vendors, volunteers, committees, or cross-functional stakeholders required
• 2-4 years Experience using business systems, databases, reporting tools, customer portals, content management systems, or similar operational technology platforms preferred
• 2-4 years Experience preparing reports, maintaining records, documenting procedures, reconciling data, or supporting budget/forecast activities preferred
• Ability to apply established policies, procedures, and sound judgment to resolve routine operational and customer issues independently.

Working knowledge of budget, forecast, payment, invoicing, and financial reporting processes.
Ability to review, interpret, and reconcile financial and registration data with accuracy and attention to detail.
Strong organizational, project coordination, and time management skills, with the ability to prioritize competing, time-sensitive activities while maintaining accuracy in a fast-paced, high-demand environment.
Ability to build effective working relationships with staff, vendors, volunteers, committees, and customers with professionalism, responsiveness, tact, and discretion.
Proficiency with Microsoft Office Suite, Oracle, web conferencing tools, databases, content management systems, and other business systems used for registry operations, reporting, customer support, and online resources.
Detail-oriented, self-directed, adaptable, customer-focused, and able to learn quickly while working both independently and collaboratively.
Ability to research routine and complex questions using internal and external resources, including databases, standards documents, and web-based references.
Ability to provide patient, courteous, and effective support to a diverse customer base, including professionally managing challenging interactions while maintaining service quality, compliance, and results.
High degree of personal integrity, business ethics, responsibility, tact, discretion, and professional business etiquette.
Valid passport required.

\IEEE and its members inspire a global community through highly-cited publications, conferences, technology standards, and professional and educational activities.
Advancing Technology for Humanity\r\nIEEE and its members inspire a global community through highly-cited publications, conferences, technology standards, and professional and educational activities.