The PICPA fosters a positive and collaborative work environment where you can make a difference in every role. Join PICPA as the Manager, Member Experience to establish PICPA as the professional resource of choice for PICPA members and CPAs in Pennsylvania. The ideal candidate will be a strong manager of operations, processes, and people, using data to drive innovative decisions.
As the Manager, Member Experience of a successful and nimble membership association, you’ll support the VP, Member Experience in continuously enhancing the member experience through a focus on member engagement, member feedback, and the oversight of a consistent experience across all PICPA events (in-person, virtual and hybrid). This role is responsible for managing the administration of department budgets, contracts, and schedules, and implementing novel approaches to high quality professional learning and events. This role also ensures innovation by mapping and improving processes, as well as continuously revisiting processes to ensure they are still reflecting the needs of the organization.
Roles & Responsibilities
Process Management: Establish the process for, and oversee the collection, extraction, and reporting of survey and anecdotal feedback from PICPA members and event, using the feedback to inform changes to our programs, products, and services. Focus on process management, documentation, and training to help the member experience team operate as efficiently as possible with each other, as well as across teams.
Data Analytics to Drive Decisions: Use data to understand the events business and budget, evaluate course offerings, improve member experience, and provide recommendations about adding, changing or cancelling events.
Event Operations Management: Create and update the event staffing schedule for all in-person continuing education events. Partner with the Local & Statewide Event Administrator and the Virtual Events Production Manager to ensure appropriate staffing of other events as needed. Serve as the expert on contracts, vendor relationships, negotiations, and budgets for CPE programs. Maintain appropriate organizational licenses and required compliance processes to provide state approved CPE in all necessary jurisdictions. Point person at PICPA for all CPE related state board of accountancy regulations and CPE approval for related events. Assist the Program & Strategy team in building the catalog using data, vendor relationships, peer associations, and an understanding of accounting topics. Oversee the upload of the annual catalog of live and online courses.
Team Management: Lead a team responsible for the operations and experience for all in-person member events ensuring all events are planned and executed in accordance with PICPA brand and standards. Manage a team of three administrators, including ongoing performance management, goal setting and achievement, role clarity and accountability, scheduling, and delivering results.
Bachelor’s degree required.
7-10 years of professional experience
3-5 years of management experience.
Association management experience a plus.
High degree of emotional intelligence with proven ability to lead an operational team to drive outcomes.
Strong analytical skills. Experience using data analytics to drive decisions.
Strong organization skills and attention to detail.
Lead and communicate cross-functionally with all teams.
Attend in-person events to interact and connect with PICPA members, and serve as a de-escalation point as needed.
Proven results in strategy execution, project management, process development, learning and development, go-to-market, digital learning, adult learning, professional development.
Ability to quickly and effectively adapt.
Knowledge and proficiency in current Windows operating systems, current Microsoft Office products, and general knowledge of customer database applications.
Familiarity with Power BI a plus.
Knowledge of the accounting profession and what is relevant to a CPA is a plus.
Position located in Philadelphia.
Position requires a local presence in Pennsylvania.
Position requires travel within Pennsylvania.
About the Company
The Pennsylvania Institute of Certified Public Accountants (PICPA) is the second-oldest CPA organization in the United States and the largest CPA association in Pennsylvania. Our more than 20,000 members include practitioners in public accounting, industry, government, and education.
The PICPA offers thousands of continuing professional education (CPE) programs annually, as well as social programs throughout our 11 chapters across the state. There are also opportunities for career growth through involvement in state or local committees, speaking to the media or public groups, authoring articles, and much more. Affiliation with the PICPA represents commitment to the CPA profession, including adherence to a Code of Professional Conduct and a stringent set of professional and technical standards.
About the Benefits
PICPA, an equal opportunity employer, provides an excellent work environment and a competitive benefits package.
Flextime and Telecommuting schedules available after 6 months
Competitive salary commensurate with experience
Employer paid Health, Dental, Life & Disability Insurance for employees, beginning first day of employment; PICPA funds a portion of HSA
401(k) and Roth 401(k) plans - After one-year employer contributes 100% match up to 6% of salary, plus 2% of salary to a profit-sharing plan
Tuition reimbursement and professional development
The PICPA is an equal opportunity employer fostering a positive and collaborative work environment where you can make a difference in every role. We recognize that our people are our greatest asset, enabling PICPA to achieve outstanding results. We invest heavily in technology and provide our team with flexible work schedules and ongoing education and training opportunities. We value collaboration, personal initiative and PICPA’s commitment to not only its members but its employees’ satisfaction and success.
Founded in 1897, the Pennsylvania Institute of Certified Public Accountants (PICPA) is the second-oldest CPA organization in the United States and the largest CPA association in Pennsylvania. Our more than 20,000 members include practitioners in public accounting, industry, government, and education. The PICPA supports current and future CPAs by providing education, networking, leadership, and volunteer opportunities. We represent the voice of the CPA profession in Pennsylvania through our advocacy efforts in the state legislature and promoting public confidence in CPAs and the quality of their services. Affiliation with the PICPA represents commitment to the CPA profes...sion, including adherence to a Code of Professional Conduct and a stringent set of professional and technical standards.