Primary Purpose

Biotechnology Innovation Organization (BIO) is the world’s largest advocacy association representing member companies, state biotechnology groups, academic and research institutions, and related organizations across the United States and in 30+ countries. BIO members are involved in the research and development of innovative healthcare, agricultural, industrial and environmental biotechnology products. BIO also produces the BIO International Convention, the world’s largest gathering of the biotechnology industry, along with industry-leading investor and partnering meetings held around the world.

The Senior Manager, Event Registration & Customer Care spearheads comprehensive registration operations across BIO's diverse portfolio of meetings, conferences, courses, and events while orchestrating exceptional customer service delivery. This position drives strategic cross-functional collaboration to optimize attendance growth, maximize revenue opportunities, develop efficient and cost-effective registration systems, and consistently elevate the customer experience. The role balances technical registration expertise with customer care leadership to ensure both operational excellence and attendee satisfaction throughout the event lifecycle

Essential Responsibilities

Registration Systems:

• Maintain a complete understanding of all registration systems associated with every BIO event and the specific nuances among them. Recommend and implement modifications and enhancements to systems where necessary.
• Manage and support the development and implementation of registration systems/sites for assigned events. Collaborate with registration vendor(s), BIO IT Department, and internal stakeholders to outline registration requirements and tailor systems and processes to align with the needs of each event.
• Assist the overall team with event registration post-event financial reconciliation, and financial audit reporting.
• Own the registration budget modeling for assigned events, using internal stakeholders’ requirements and competitive events research to inform registration pricing recommendations.
• Assist the Director, Event Registration in continually investigating new registration technologies and best practices for event registration and customer service.
• Work with the general services contractor and event logistics staff to plan and coordinate onsite registration commensurate with the size and scope of each event.

 Customer Care:

• Lead Event Registration’s Customer Care strategy to include the development of Customer Care SOPS, platforms, and resources, and own customer care reporting and metrics.
• Supervise and direct year-around temporary staff (1-2 individuals) assigned with Customer Care inbox and phone call management.
• Contribute, along with Director, Event Registration, to the Data Stewardship SOPs at BIO.
• Act as primary registration contact for BIO International Convention key Membership, Sponsorship, and VIP customers.
• Oversee, with the support of the Director, Event Registration, the seasonal “Customer Service Associate” (CSA) team associated with the BIO International Convention, to include interviewing, onboarding, day-to-day management, and onsite implementation of the team.
• Manage the temporary onsite staff and associated vendor(s) relevant meetings and events by reviewing the vendor contract and advising the Director, Registration & Customer Care of the necessary updates, compiling staffing needs from all BIO Staff, and working with the vendor to facilitate requests.
• Participate in relevant planning team meetings and discussions and serve as a support person for attendee intake, reports, analysis, and administration.

Required Background, Education, and skills

Education & Experience

• Bachelor's degree or equivalent professional experience required
• 5+ years of experience in non-profit or membership-based organizations preferred
• 1-2 years of supervisory experience preferred
• 3-4 years of registration and tradeshow management experience preferred

Technical Skills

• Proficient with Microsoft Office suite, particularly Excel
• Experience with Association/Relationship Management databases (Salesforce/Fonteva experience a plus)
• Demonstrated ability to adapt quickly to new technologies and systems

Core Competencies

• Exceptional customer service orientation with strong problem-solving abilities
• Superior organizational skills with meticulous attention to detail
• Proven ability to manage multiple deadlines, prioritize workload, and adapt to changing priorities
• Self-motivated with ability to work independently with minimal supervision
• Effective collaborator in team-oriented environments

Additional Requirements

• Ability to travel to multiple BIO conferences annually (approximately 10-15% of work time)

BIO is an equal opportunity employer. BIO does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

About Biotechnology Innovation Organization

Biotechnology Innovation Organization (BIO) is the world’s largest advocacy association representing member companies, state biotechnology groups, academic and research institutions, and related organizations across the United States and in 30+ countries. BIO members are involved in the research and development of innovative healthcare, agricultural, industrial and environmental biotechnology products. BIO also produces the BIO International Convention, the world’s largest gathering of the biotechnology industry, along with industry-leading investor and partnering meetings held around the world.

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