Director, Learning Enrollment & Support

About BOMA International

With more than one hundred years of leadership and innovation, Building Owners, and Managers Association (BOMA) International and its institute, Building Owners, and Managers Institute (BOMI), serve the entire commercial real estate community, including owners, managers, property professionals, engineers, and service providers of all commercial building types. BOMA's mission is to advance a vibrant commercial real estate industry through advocacy, influence, and knowledge across a federation of 81 U.S. local associations and eighteen global affiliates with over 20,000 members. BOMI provides critical education and training to industry professionals and has delivered more than 400,000 courses and 43,000 credentials through its designations and certificate programs with a proven record of increasing job performance and company efficiency. BOMA and BOMI are committed to championing commercial real estate professionals, equipping them with innovative insights and unparalleled value to propel their careers.

BOMA and BOMI continue to grow their offerings of courses and certifications and continue to support developing policy related to support commercial real estate professionals and assist them in furthering their careers. To that end, BOMI is hiring a Director, Learning Enrollment & Support to lead our Education Coordination team to guide and support learners through course selection, registration, completion, and the certification process.

Position Summary

Reporting to the Vice President of Operations, the Director, Learning Enrollment & Support manages the day-to-day operations of the Education Coordination team to continually evaluate and improve learners’ access to high quality educational offerings and ensure the organization remains competitive in the educational and learning needs of property, facility, and building maintenance professionals. The primary function of the Director of Learning Enrollment & Support will be to assist with and to support the administrative, technological, and project management needs of the team while engaging directly with customers and working with other departments to fulfill learners needs.

This role’s dynamic nature requires enthusiasm for exceptional customer service, and exemplary project management and organization skills. The ideal candidate will have professional expertise with adult learning materials and professional certification processes and be able to advance the organizations execution and support of learning materials and events. In addition, analytical skills are imperative for monitoring and evaluating learners’ participation and feedback against BOMI’s operational goals and metrics.

Primary Responsibilities:

• Manage and motivate the Education Coordination Team to achieve high customer satisfaction. Ensure employees have appropriate training and other resources to perform their jobs.
• Monitor distribution and completion of customer cases, enrollments, registrations, and class rosters by/to Education Coordinators to ensure timely handling and resolution of service issues.
• Evaluate and improve internal and external processes, policies, and procedures.
• Set team performance standards and coach team to provide exceptional customer service.
• Analyze metrics and solicit feedback to ensure team is achieving and exceeding forecasted goals.
• Develop and maintain annual budget including monthly review and forecasting of expenses.
• Oversee BOMA local class management and support, roster processing, book shipments and billing.
• In partnership with BOMA account owner/business development manager, work directly with BOMA Local POCs to ensure the effective execution of BOMA Local-sponsored learning events.
• Process Ecommerce Orders.
• Troubleshoot phone system issues. Collaborate directly with external vendor to ensure rapid handling of inbound and outbound calls.
• Communicate client and learner needs and demands with internal staff based on customer interaction.
• Work with IT department to ensure proper record keeping through enterprise-wide CRM system (Salesforce).
• Responsible for database management; ensure accurate record keeping and database entry.
• Analyze metrics and run reports.
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree in education, or related field, or relevant work experience High School diploma.
• Previous experience managing teams to effectively meet organizational objectives.
• Excellent oral and written communication skills.
• Strong project management skills to ensure all assets are marketed effectively, strategically, and on time.
• Keen diligence and organization skills to support team goals and initiatives.
• 5 years of previous customer service experience and a passion or providing superior customer experiences.
• Superior technical skills to include working knowledge of Salesforce and Microsoft Office Suite.
• Strong ability to manage multiple projects and to thrive in a demanding environment that involves working on multiple content projects simultaneously.
• Ability to travel to conferences and interface with external clients.
• Additional responsibilities as needed.
• Unrestricted ability to work in the United States.

Preferred Skills and Personal Characteristics:

• Positive and energetic individual eager to problem-solve and tackle new projects.
• Collaborative, flexible, and open to others’ ideas on a high-energy, fun, hard-working team.
• Committed to constant learning.
• Demonstrates initiative and innovative focus.
• Excellent organizational, oral, and written communication skills.
• Ability to multi-task and meet aggressive deadlines within specified timelines.
• Organized and detail oriented.
• Knowledge of and/or experience with professional certification processes.

Location:

BOMI and BOMA have offices in Annapolis, MD, and Washington, D.C., respectively and operate on hybrid work schedules with the team in-office two-to-three days a week depending on location. This position is in the Annapolis, MD location, and given the collaborative nature of this position, we are only considering candidates who are in or willing to relocate to the Annapolis, MD, area.

Compensation & Benefits:

The salary range for this position is $75,000 to $85,000. Additionally, BOMA provides a comprehensive benefits package including, but not limited to:

• Health benefits, including medical, dental and vision for employees and their families.
• Competitive 401(k) contributions.
• Paid vacation time and paid sick and safe time.
• Professional Development including LinkedIn Learning access.
• EAP Program.

To Apply:

Please email your resume and cover letter to careers@BOMA.org. Subject: Director, Learning Enrollment & Support. Applications will be considered on a rolling basis until the position is filled; however, preference will be given to applications received by the close of business on March 14, 2025. Only those selected for an interview will be contacted. No telephone inquiries, please.

EEO Statement:

BOMA is an equal-opportunity employer. The organization provides equal employment opportunities to qualified persons without regard to race, sex, religion, national origin, disability, age marital status, pregnancy, sexual orientation, veteran status, genetic information or make-up, or any other protected category enumerated by applicable local, state law, or federal law.