Work All Remote

Overview:

The Experience Manager’s primary responsibility is to lead all aspects of the event registration life cycle and day-to-day management of Let’s Do This. This role will work closely across operations and marketing to ensure the day-to-day registration process is efficient and a great experience. This role will also play a crucial part in helping to drive an enhanced customer experience across the Ragnar portfolio of over 24 events.

Key Responsibilities:

1. Registration Maintenance

· Oversee the entire event registration process from start to finish, including: event registration, volunteer registration, participant online check-in, transactional emails, and reporting.

· Build new Let’s Do This (LDT) event listings and registration flows.

· Maintain registrant and event databases.

· Create reports and statistics for various departments on an as-needed basis.

· Ensure correct refund, transfer, and credit policies are upheld.

· Ensure pricing updates are made within LDT and are also accurately reflected on the website.

· Work directly with Race Directors to ensure pertinent information is displayed on the website.

· Work with race directors on team start times and seeding.

· Provide the timing company with bib assignments.

· Work with race directors and race coordinators on volunteer management via LDT and Volunteer Local.

· Work with marketing on post-event survey creation and distribution

2. Customer Service

· Work directly with the Customer Service team to take action to resolve any complaints, issues, or problems.

· Establish a working relationship with the operations department and race directors.

· Take appropriate actions to ensure the participant has a memorable experience during the event week.

· Confer with participants via telephone or in person to resolve registration issues.

· Recommend improvements in services and procedures to prevent future problems.

3. Participant Check-In and Race Weekends

· Maintaining an organized and timely process to get participants checked in as quickly and accurately as possible.

· Lead process development and SOPs regarding registration and training of associated SWAT & volunteer staff.

· Assist staff on race weekends on an as-needed basis.

· Handle all questions, concerns, and issues throughout the participant check-in process when on-site at events.

· Support staff with awards distribution.

· Ensure computers for check-in are maintained and in good working order.

4. Database Management

· Manage registrants and event databases.

· Pull requested reports & statistics for various departments.

· Generate codes for complimentary, staff, and sponsorship entries.

· Assist with participant transfer, credit, cancellation, and refund processes.

5. Event Website Maintenance

· Work with the marketing team to ensure websites have updated & accurate event-specific information.

6. Program Management

· Serve as primary point of contact with Let’s Do This and triage all development requests.

· Conduct market research to improve company processes.

· Brainstorm and implement new programs into the Ragnar brand

Your skill set

• Detail-oriented self-starter with the ability to prioritize projects, work within short time frames, and meet deadlines.
• Experienced with event registration and database management software, experience with Let’s Do This or other endurance event-specific registration software is a plus.
• Excellent interpersonal and communication skills with the ability to work effectively both independently and as a member of a team and multiple cross-functional project teams.
• Strong written and verbal communication skills.?
• Excellent organizational skills and attention to detail.
• Excellent problem-solving skills.
• Excellent active listening skills.
• Proficient with Microsoft Office (Word, Excel, PowerPoint). Advanced knowledge of Excel and/or Google Sheets is required.

Position Requirements

· College Degree

· High level of organization

· Ability to travel an average of 8-10 weeks per season

· Ability to work under tight deadlines

· Strong attention to detail

· Ability to prioritize and handle multiple assignments at once

· Exceptional written and verbal communication skills

· Advanced knowledge of Microsoft Excel and/or Google Sheets

· Ability to lift 25-30 pounds

Your Experience:

 3-5 years of experience in event registration management

 Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a physically demanding role. The role requires spending long hours managing a large outdoor event and the ability to transport event equipment (up to 30lbs). To complete essential functions, this role must be able to communicate with co-workers in spaces with moderate to loud levels of volume. The role also requires the use of vision in various settings (such as but not limited to close, distance, color, depth, and peripheral vision).
• Work Environment: The noise level in the work environment is usually moderate
• Must be comfortable working outdoors in inclement weather, heat and/or humidity
• This role requires travel to approximately 1 event per month. Currently, that is about 8-10 weekends per year

Note: This job description in no way states or implies that these are the only duties and responsibilities to be performed by the employee(s) of this position. Duties and responsibilities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Pay Range:  70k-75k per year.