Registration Services Manager

JOB SUMMARY: Oversee and manage the daily operations related to Registration and the Maples Conference Center. Implement, modify, or recommend changes to online registration systems in order to meet internal and external requirements. Supervise assigned staff.

POSITION REQUIREMENTS:

JOB KNOWLEDGE, SKILLS/ABILITIES

Knowledge

• Bachelor's degree required from an accredited university.
• Three years of relevant experience required.
• Supervisory experience preferred.
• Working knowledge of office procedures, including budgets.
• Understanding of operational aspects of a meeting room and online registration systems.

Skills/Abilities

• Interpersonal skills and expertise in facilitating groups.
• Ability to write non-technical materials.
• Ability to learn and operate state of the art audio/visual technology and equipment.
• Ability to analyze and organize tasks in a logical sequence for expedient accomplishment.
• Ability to exercise sound judgment by showing appropriate priority and caution in actions.
• High level of proficiency in the Maples Conference Center operation required.
• Effective customer service and communication skills.
• Proficiency with standard functions within applications such as Microsoft 365/Google, (word processing, spreadsheets, presentation software), e-mail, web browsers, and databases.
• Proficiency with computers (PCs and/or MACs) to include file and desktop management and operations, and working in a cloud-based and/or networked environment.
• Exceptions to these requirements will be considered based on exemplary skills, training, and record of success.

PRODUCTS/OUTCOMES

Registration and Systems

• Oversee and manage the daily operations of Registration.
• Implement, modify, or recommend changes to online registration systems in order to meet internal and external requirements.
• Serve as the functional owner of registration and reservation systems, ensuring reliability, accuracy, and usability.
• Oversee training provided to internal and external clients related to online registration and other related Business and Technology Services processes.
• Manage the completion of data entry for all workshops, applications and certificates, ensuring participants are appropriately credited for attendance.
• Manage client relationships related to registration and conference services, including issue resolution and service recovery.
• Establish and maintain service quality standards for registration and conference operations
• Coordinate across departments to ensure accurate registration, billing, communications, and event readiness.
• Serve as the primary escalation point for registration and conference center issues requiring immediate resolution.
• Collect and analyze data for ongoing evaluation and improvement of Registration.
• Manage timely processing of payments for materials and services.
• Ensure Registration is staffed at all times.

Maples Conference Center

• Coordinate and manage the daily operations of the Maples Conference Center to include planning, producing, advertising and disseminating information concerning conference room rentals.
• Implement, modify, or recommend changes to online Conference Room Reservation System in order to meet internal and external requirements.
• Generate conference room revenue through marketing and follow up on conference room rental leads.
• Coordinate the resolution of conference room scheduling conflicts and issues.
• Collect and analyze data for ongoing evaluation and improvement of conference room rental activities.
• Monitor Maples Conference Center conference room areas and be the point of contact for workshop presenters.
• Document and maintain updated and written operation processes and procedures for assigned areas.
• Ensure conference room setups and signs are ready prior to commencement of workshops.
• Maintain and update conference room information on ESC-20 external webpage.
• Provide on-call back-up coverage.

INITIATIVE

• Demonstrate initiative, persistence, and a proactive approach to assigned responsibilities.
• Demonstrate the use of sound judgement and ingenuity in problem solving to meet the needs of the Center and clients served.
• Seek, participate, and engage in job-related learning and development experiences that provide professional growth.
• Remain current with industry standards, developments, and applicable laws/regulations; implement accordingly.
• Demonstrate flexibility and adaptability to new situations and assignments.
• Set challenging goals and reach a high standard of performance despite barriers encountered.
• Perform duties with awareness of broader organizational impact, ensuring actions and decisions support department and organizational success.
• Make connections with individual responsibilities and the Center's Mission, Vision, goals and objectives.
• Promote and support continuous improvement and organizational change.
• Work under minimal supervision.

COMMUNICATION/HUMAN RELATIONS

• Model the Principles of Public Service (Policy AD LOCAL).
• Communicate in a timely and effective manner and interact professionally.
• Build professional relationships with colleagues and clients, maintaining regular interaction to meet shared outcomes.
• Demonstrate self-confidence, professionalism, and a high level of customer service skills (e.g., courtesy, patience, diplomacy, etc.) at all times and, in particular, when under stressful or unprecedented situations while working with colleagues and clients.
• Demonstrate professional-level written and oral communication skills.
• Work collaboratively in a team setting.
• Keep supervisors informed.
• Regularly handle and maintain confidentiality of sensitive communications and information at all times.

SUPERVISION AND ORGANIZATION OF STAFF

• Ensure that a comprehensive system of supervision, substantive performance evaluation, and staff development is provided to staff members.
• Recommend a staffing pattern for the department which ensures efficiency and effectiveness in all areas.
• Recruit individuals who best match he requirements for the position and the culture of the Center.
• Provide leadership, direction, and support to assigned staff to ensure timely achievement of department goals and outcomes.

BUDGET RESPONSIBILITY

• Be aware of and follow Center guidelines of allowable costs when recommending use of public funds for expenditures for supplies, equipment, and facilities in area of assignment.

PHYSICAL/MENTAL DEMANDS & ENVIRONMENTAL FACTORS

• Tools/Equipment Used: Standard office equipment including personal computer, peripherals, copy machine, phone, etc.
• Posture: Prolonged sitting; occasional standing, bending/stooping, pushing/pulling, and twisting.
• Motion: Repetitive hand motions including frequent keyboarding and use of mouse; occasional reaching.
• Lifting: Light lifting and carrying (less than 15 pounds); occasional heavy lifting/carrying (15-50 pounds).
• Environment: This role primarily operates in an in-person, dynamic office setting, characterized by frequent verbal communication, movement, and collaboration among team members (small to large in-person gatherings/meetings); exposure to low or intense illumination; exposure to office equipment noise; may work prolonged or irregular hours; occasional travel.
• Mental Demands: Work with frequent interruptions; maintain emotional control under stress.

ADDITIONAL REQUIREMENTS

• Champion and model the Center's Mission, Vision, Core Values, and Service Standards.
• Function within the policies and procedures of ESC-20.
• Accept other responsibilities as assigned.
• Dress and groom appropriately for the ESC-20 work setting.
• Travel independently to fulfill responsibilities of the position.
• Maintain regular and reliable attendance, majority in-person/onsite.
• Serve at the will of the Executive Director.

Deadline to apply: July 15, 2026