Digital Fulfillment Program Manager

About the position

AVIXA (Audiovisual & Integrated Experience Association) is seeking a Digital Fulfillment Program Manager to join their team. This role is responsible for managing and optimizing the fulfillment process, ensuring program management at scale through successful delivery of sponsorship agreements, and excellent client service. The ideal candidate will possess a deep understanding of project management, strong customer service skills, and a passion for scalable program improvements. This role reports to the Vice President of Content Delivery and serves as a connector and facilitator for internal departments driving the execution of client sponsored initiatives. The Program Manager will manage fulfillment tasks cross departmentally, be a single point of contact for sponsors and stakeholders, track and communicate metrics, help facilitate client payments, and define and optimize workflows. AVIXA is the trade association and professional society that serves the audiovisual industry worldwide.

Responsibilities

• Manage the daily operations of the entire sponsorship fulfillment process, ensuring all tasks and touchpoints are executed efficiently and effectively, aligning with client expectations and AVIXA’s standards.
• Develop a clear plan and timeline to execute according to the terms of each contract.
• Liaise with external sponsors to collect necessary assets such as logos, digital ads, and panelist information.
• Liaise with internal stakeholders and product owners to ensure comprehensive inventory management and successful execution of all deliverables.
• Ensure total program health for sponsors throughout their engagements.
• Assemble and distribute program metrics upon program completion for both internal and external stakeholders.
• Collaborate closely with sales, marketing, content delivery, and other departments to ensure seamless integration and execution of sponsorship deliverables.
• Review existing key performance indicators (KPIs) for customers and sales staff, and work to provide an updated process for management and distribution.
• Facilitate between finance and sales to aid in the recovery and collection of outstanding funds.
• Serve as a key point of contact for sponsors, maintaining strong relationships and ensuring their needs and expectations are met.
• Manage long-term program health toward success and escalate challenges/problems or areas for improvement.
• Work directly with sponsors on content best practices and industry alignment to ensure success and strong ROI on their investments.
• Analyze and refine sales fulfillment processes to improve efficiency, accuracy, and client satisfaction.
• Implement best practices and innovative solutions to streamline operations in key products such as Webinars, Power Hours, and Podcasts.

Requirements

• Expert-level Program Management Skills: including planning, organization, prioritization, risk and stakeholder management, and critical thinking.
• Strong ability to manage multiple projects and priorities simultaneously.
• Analytical Skills: Ability to analyze data, identify trends, and implement effective solutions to improve processes.
• Digital Tools Fluency: including but not limited CRM, digital program/ project management tools, digital analytics platforms (such as Google Analytics, Chartbeat, etc.).
• Communication Skills: Excellent verbal and written communication skills, with the ability to build and maintain strong client relationships.
• Adaptability and Conflict Resolution Skills: agility in adjusting to changing circumstances, and resolving issues that benefit all parties involved.
• Collaboration and Empathy: Notable interpersonal skills that include understanding customer needs and advocating for their satisfaction and success, as well as working effectively with diverse teams across different departments.
• Minimum 5 years in program management, sales fulfillment, client success, marketing or related roles.
• Technical Skills: CRM, project management platforms, digital analytics platforms, digital publishing tools.
• Fluency in English language and grammatical best practices, digital writing and/or project management.

Nice-to-haves

• Deep understanding of project management.
• Strong customer service skills.
• Passion for scalable program improvements.
• Knowledge and love of the AV industry.
• Direct experience working with clients around the world.
• Ability to create engaging reports and storytelling presentations.
• Experience with ClickUp.
• Experience with CMS, DAM, etc.

Benefits

• Full benefits
• Manager level annual incentive bonus program
• Generous PTO and holiday time off
• Flexible working hours
• Option for a Compressed Work Week (i.e., 9/75 work week, or every other Friday off)
• Comprehensive medical, dental, and vision benefits
• 401k plan with company matching
• Pet insurance
• Learning and career development opportunities
• Education assistance