View all jobs

Chapter Operations Specialist (remote)

Job Title

Chapter Operations Specialist (remote)

Job ID

14064

Location

Founded in 1954, Association for Corporate Growth (ACG) Global has 59 chapters in North America and Europe. ACG”s network comprises 90,000 middle-market professionals, including its 15,000 members who invest in, lend to, advise, and lead middle-market companies toward growth and profitability. ACG”s mission is to drive middle-market growth. For more information about ACG, please visit www.acg.org.

Chapter Operations Manager

As the Chapter Operations Manager, you will provide support to ACG chapter staff, members/customers, and non-members. Your primary responsibilities will include supporting chapters with setting up event technology platforms, report requests, and troubleshooting technical issues.  Additional responsibilities include responding to member inquiries regarding joining ACG, renewing membership, profile updates, website access, event registration issues, as well as describing ACG”s value to prospective members by reviewing ACG member benefits and connecting them with a local chapter. 

Additionally, you will provide technical service and support to ACG chapters and members/customers across ACG”s various technical platforms, (AMS, CMS, and custom-built platforms). You will also serve as a point of contact for members/customers regarding AMS/CMS outages and functionality questions along with work with membership team to support current and new campaigns and assist ACG chapters with membership related issues.  This will include responding to service tickets and answering calls.

Your responsibilities as the Chapter Operations Manager will include:

  • Respond to all membership inquiries via ticketing system or phone. 
  • Assist members/customers experiencing technical issues logging into the website which may require a password reset.
  • Troubleshoot member/customer membership or event registration issues until there is a resolution.  
  • Notify the Senior Manager, Chapter Operations if there is a system outage preventing members/customers from completing membership or event transactions on the website.
  • Guide members through key functionality of their “MY ACG” profile including, renewing membership, updating their membership profile, enrolling in membership auto-renewal, downloading receipts for membership/event transactions, saving stored payments and accessing attendee lists for registered events.
  • Correct member record issues such as duplicate records, incorrect membership dates, missing membership invoices and chapter relationships.
  • Assist members with transferring to a new chapter. 
  • Assist all ACG and chapter staff on membership related inquiries.  
  • Provide customer support to attendees of ACG events. 
  • Enter membership and event registration payments into the AMS when needed.
  • Assist with the training of chapter staff on ACGs technology platforms including the AMS database, web platform and ACG Access, (meeting scheduler).
  • Assist the Senior Manager, Chapter Operations in the management of the AMS and CMS including submitting service tickets to resolve issues, testing system updates before pushing them live and managing the development of new features.
  • Serve as a contact to HQ and chapter staff on inquiries regarding ACG technology platforms including the AMS, CMS and mass email system. 
  • Assist HQ and chapters with setting up events in the AMS system.
  • Develop new or update existing Standard Operating Procedures (SOPs) to be used for training on all ACG technology platforms (AMS, CMS and mass email system).
  • Assist HQ staff in pulling data to support new initiatives or to track results of current initiatives. 
  • Travel to ACG”s annual conference, DealMAX, is required.

To be successful, you should have:

  • Bachelor”s Degree in Association or Business Management or related field of study or any equivalent combination of relevant background, skills, and experience.
  • Minimum 2 years” professional experience and project management.
  • Association experience a plus.
  • Training internal and external staff on an organization”s technology platforms.
  • Experience using a Salesforce or similar CRM platform and Drupal CMS is preferred.   
  • Demonstrated knowledge of an AMS and CMS. 
  • Thorough understanding of troubleshooting issues with technology platforms and describing issues when submitting service tickets to support technicians.
  • Intermediate level skill in mass email systems and Microsoft Office Suite, with advanced proficiency with Word, Excel, and Teams.
  • Excellent organizational, planning, project, and time management skills to handle multiple projects simultaneously, within established deadlines and budget.
  • Excellent verbal and written communication skills provide clear and succinct information and to members, chapter staff and internal team members. 
  • Interpersonal communication skills ensure effective teamwork in a project-based environment.
  • Problem-solving skills offer sound, efficient and effective solutions.
  • Ability to effectively use diplomacy in conflict resolution and problem-solving matters.
  • Work well under pressure and maintain professionalism in a high-paced department.

Compensation: 
$60,000-$65,000 based on experience

Benefits:
ACG values our employees” time and efforts. Our commitment to your success is enhanced by our competitive annual compensation, depending on experience and an extensive benefits package, including:

  • 401(k) with matching
  • Dental insurance
  • Disability insurance
  • Flexible spending account
  • Health insurance
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Retirement plan
  • Tuition reimbursement
  • Vision insurance

Interested?
Write us a cover letter and include an example of a problem that you solved in the past year. Define how you identified the problem and came up with the solution, and the impact. Make us excited about your organizational and problem-solving skills, while showing us your strong communication and writing skills. Please submit your cover letter as described above with your current resume.

ACG Global is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.