This position will oversee daily operations and administration of the International Coaching Federation's Credentialing programs to ensure organizational effectiveness and efficiency. The Director of Operations will supervise Credential managers and support staff to ensure the review of credential applications and all processes relevant to the award, denial, or renewal of a credential are carried out in a timely and professional manner in alignment with established policies and procedures.
WHO IS ASSOCIATIONS INTERNATIONAL? Associations International (AI) is an association management company based in Lexington, KY, who partners with non-profit trade and career associations like ICF in a consulting-client relationship. Our job is to help those non-profits meet their mission and grow their membership through the work of our talented, dedicated team of professionals.
WHAT WILL I DO?
Oversee the daily operations of ICF Credentialing programs to ensure standardization, fairness, and efficiency in all processes.
Collaborate closely with the Vice President to make decisions for operational activities, set strategic goals and monitor progress of team members toward established performance indicators.
Routinely collect and analyze Credentialing data to identify trends and opportunities to optimize workflows and efficiencies.
Regularly evaluate standard Credential Operations policies and procedures and identify potential improvements.
Collaborate with AI Tech team in the design and implementation of software integrations and other technology solutions.
Provide oversight for Credentialing operations personnel, conduct regular performance reviews and support talent development within the team.
Coordinate with senior leaders to ensure Credentialing operation policy and procedure align with global standards for certification practice.
Oversee customer support activities of the Credentialing operations team.
Liaise with the ICF Customer Service team to provide Credentials and Standards information, updates and resources to support front line customer service for the organization.
Monitor Credentialing customer complaints or questions and ensure that staff provides accurate and timely responses.
Coordinate the delivery and document the completion of training for credentialing staff members.
Manage processes for candidate audits.
Coordinate with AI Human Resources for the recruitment with the selection of new Credentialing operations personnel.
Provide support to other ICF Family Organizations regarding credentialing policies and procedures.
Carry out other duties as assigned by the VP of Credentials and Standards.
Hold an undergraduate degree or combined education or related experience and a minimum of three years of relevant experience.
Outstanding verbal and written communication and people skills.
Excellent organizational and leadership skills.
Strong planning and project management skills.
Ability to identify weak spots in a process to improve efficiency.
Ability to maintain high attention to details with multiple projects at a time.
Working knowledge of data analysis and performance management.
Experience with customer relationship management (CRM) databases.
Keen understanding of Credentialing business rules and requirements.
Demonstrated commitment to ethical behavior.
Ability to adapt to changes in the work environment.
Ability to take initiative with minimal supervision.
Ability to maintain confidentiality of sensitive information.
Work effectively, professionally, and tactfully with CS staff, AI workforce, team leaders, senior staff, and outside companies.
Have a work ethic that includes dependability, punctuality, and accuracy.
Possess computer skills, including remote work platforms, email, word processing, and spreadsheets.
WHY JOIN ASSOCIATIONS INTERNATIONAL?
We hire diverse and talented people who drive the success of our partner associations by bringing their talents, passions, and expertise to the team. We pride ourselves on creating a culture of respect and belonging and are proud to have been named a Best Places to Work in Kentucky award recipient for ten years and counting!
Flexibility: remote, hybrid, and in office flexibility
Competitive Compensation: based on skills and experience
Benefits: Full benefit package including medical, and company paid dental, vision, long-term disability, and life insurance
Retirement: 401(k) with company match (because we all want to retire one day)
Time Off: Comprehensive time off to do the things you love including holidays, vacation, sick, and floating holidays
Culture: Best Places to Work in Kentucky award for 10 years and running
Associations International is committed to creating a diverse environment and is proud to be an equal opportunity employer. AI recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you have a disability or special need that requires support in applying, please reach out to our HR team at 859-219-3567.
Associations International is a full-service association management firm providing services and support for international and domestic associations. We focus on the needs of each of our partner associations, helping them build their membership, promote their missions, and support their value. Above all, we nourish their ability to grow.
We hire diverse and talented people who drive the success of our partner associations by bringing their talents, passions, and expertise to the team. We pride ourselves on creating a culture of respect and belonging and are proud to have been named a Best Places to Work in Kentucky award recipient from 2013-2021!