This is a professional position on the Knowledge & Practice team reporting to the Sr. Director, Sustainability and Knowledge & Practice Operations Strategy. The Manager is responsible for ensuring customer success for users of AIA’s Design Data Exchange (DDx) and climate action education offerings. Working closely with internal and external stakeholders, the manager will represent the “voice of the customer” throughout product development cycles by organizing user feedback; recommending new features and products; testing new features and enhancements; maintaining accurate help resources; expanding our library of educational and training opportunities; and delivering exceptional hands-on customer service.
Digital product development (45%)
Manage AIA’s 2030 Design Data Exchange (DDX) development process by using member feedback and data insights. Coordinate development with Product Strategy team.
Manage and prioritize DDx enhancements and test features to ensure they meet business unit needs. Recommend new features and products to enhance customer satisfaction.
Manage various member working groups to identify and scope product enhancements. Groups include the DDx sub-group of the 2030 Commitment Working Group.
Participate in standard Agile processes, which may include weekly stand ups, backlog grooming sessions, demos and/or retrospectives.
Manage the DDx user list for communications and marketing.
Manage the DDx firm directory on AIA.org.
Monitor product performance and recommend improvements based on available metrics, usage reports, and user feedback.
Customer support & training (25%)
Provide exceptional customer support through one-on-one support sessions and inbox management.
Maintain accurate DDx help resources including web-based help pages, videos, and virtual trainings. Diversify offerings based on customer feedback.
Lead annual data QA.
Track customer service requests and ensure timely resolution.
Respond to internal and external data requests related to sustainability.
Education programs (30%)
Produce 12-18 virtual education events annually to support AIA’s climate change adaptation and mitigation programming.
Coordinate with in-house continuing education team and with subject matter experts to ensure timely, compelling content.
Leverage member feedback and data insights to inform future content development, grow audience, and increase revenue.
Maintain accurate program data and maintain compliance with AIA Continuing Education Provider standards.
Leverage DDx data and other climate change adaptation and mitigation programs to develop educational case studies to build member confidence and demonstrate the business case for high-performance design.
Provide day-to-day management for various project consultants or vendors.
AIA members and volunteer groups
Consultants and vendors
Allied organizations including: Architecture 2030, US Green Building Council, US Department of Energy, and others.
Current and potential sponsors
AIA National and Component staff including Advocacy & Strategy, Brand and Engagement; Knowledge & Practice; Project Management Office; and Product Strategy.
KSAs and Training and Experience:
Good listener with demonstrated ability to analyze data and member feedback, comfort working with diverse teams and partners, and familiarity with sustainable buildings and development.
Demonstrated ability to manage complex relationship with customers.
A team player with a positive, professional, high-energy approach to delivering results and the ability to communicate in a manner to help motivate and generate effective action from all levels of the organization.
Experience with program and product development, preferably in an Agile/Scrum environment.
Strong editing, writing, and verbal communications skills
Familiarity with email marketing systems such as Real Magnet; data visualization tools, such as Tableau; and digital publishing tools such as Drupal, Adobe Illustrator, Adobe InDesign, and Adobe Photoshop desired.
Bachelor’s degree in business, design, information technology. or a related field with four to five years of experience required, of which two years should include project management. Familiarity with sustainability concepts a plus.
The AIA, in existence for more than 150 years, works to advance the value of architects and architecture and increase the living standards of people by improving their built environments. The AIA, with a membership of over 90,000, is the largest voice of the architectural community.
*Educating the public to strengthen the value of architects and the overall role of the profession in the building industry. *Using our influence in legislative and regulatory concerns that affect and potentially govern the professional lives of architects. *Researching new job markets and new career specializations to ensure architects can meet society's needs now, and in the future. *Expanding the architectural knowledge base as changes in the profession occur. *Offering a network for support and information exchange with colleagues and industry professionals across the country and the globe.