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    Member Program Operations Specialist - Ottawa, Canada - Green Key Global

    Green Key Global
    Green Key Global Ottawa, Canada

    4 days ago

    Default job background
    Tourism / Travel / Hospitality
    Description

    About Us

    Green Key Global is a leading international environmental certification body that offers standardized programs and resources, designed specifically for the hotel and meetings industries. Affordable programs, including the Green Key Eco-Rating and the Green Key Meetings Programs, help our members leverage organizational corporate social responsibility activities and support sustainable initiatives across their properties and brands to benefit the environment and improve fiscal performance and community relations. With over 20 participating countries and a notable mix of branded and independent members, Green Key Global is truly the hotel and lodging industry's sustainable certification program of choice.

    Green Key Global is jointly owned and operated by the American Hotel & Lodging Association (US) and the Hotel Association of Canada (HAC), who have recently unified to deliver a singular solution for hotel sustainability certification in North America. The Green Key Global program is poised for significant growth as this partnership will accelerate its penetration into the US market and is therefore investing in resources to support the strategic and operational expansion of the program.

    About the Role:

    The Member Program Operations Specialist is a critical support role for the Director of Operations, responsible for the day-to-day operations of the Green Key Global sustainability certification program. This is an exciting time for the program, and it is positioned for rapid expansion and is undergoing significant investment. This role will oversee the Green Key Global member journey, supporting members through the onboarding and certification process. The incumbent will also be vital in developing our programs, strategies, and analyzing program performance to ensure our program meets the highest level of standards.

    The ideal candidate is an adept problem solver, comfortable communicating with people, and is a natural coordinator with a strong sense of big-picture objectives and a sharp eye for detail to guarantee a best-in-class certification journey for our hotel members.

    Key Responsibilities:

    GKG Program Operations

    • Oversee day-to-day operations of the GKG member journey (ie: onboarding processes, payment facilitation, certification process)
    • Collaborate cross-functionally with product development, marketing, sales, and customer support teams to ensure seamless deployment of new product and service offerings.
    • Responsibility for overall program performance, reporting and tracking against established KPIs.
    • Preparation of monthly and quarterly performance reporting.
    • Developing and executing strategies to improve functionality and usability for members.
    • Develop user friendly support materials to assist and engage members throughout the certification process.

    Program Development

    • Collaborate with stakeholders to identify program requirements and develop strategic plans.
    • Assist in the design and implementation of new programs and initiatives.
    • Conduct research and analysis to identify opportunities for program enhancement and growth.
    • Develop and execute project plans for continuous program development and strategic initiatives.
    • Work collaboratively with the sales and marketing team to build, execute and track communications and member marketing that strengthens the GKG brand, positions the organization as a thought leader and ensures timely relevant information is available through our communication channels.

    Business Analytics

    • Collect, analyze, and interpret data to provide insights into program performance and effectiveness.
    • Develop and maintain dashboards and reports to track key performance indicators.
    • Generate actionable recommendations based on data-driven insights to improve program outcomes.

    Skills and Qualifications

    • Proven experience in program operations, development, and business analytics.
    • Strong project management skills with the ability to prioritize tasks and meet deadlines.
    • Ability to work collaboratively in a cross-functional team environment.
    • Excellent communication skills (oral and written).
    • Self-directed, self-starter with the ability to manage time, prioritize and work independently.
    • Able to balance multiple priorities and work to meet tight deadlines.
    • Able to administer project management of complex programs, updates, and technology improvements.
    • Strong working knowledge of Microsoft Office applications, particularly Excel.
    • Comfortable with technology, including learning new software.
    • Proficient with MS Teams, Zoom and other collaboration platforms.

    Requirements

    • Bachelor's degree or diploma in business, hospitality, communications, or a related field; equivalent experience also considered.
    • Prior experience with certification / accreditation programs OR hotel operations and management experience are necessary.
    • Knowledge of environmental sustainability practices and standards would be a benefit.
    • 2+ years of progressive operational experience with analytical and problem-solving abilities, with a strategic mindset and a focus on continuous improvement.
    • Proven ability to manage multiple projects, priorities and stakeholders and deliver results.
    • Ability to work autonomously and take initiative without constant supervision.
    • Bilingualism (English & French) would be an asset but is not required.
    • Previous experience in sustainability, associations, or similar roles would be considered an asset.
    • Previous experience with certification programs would be considered an asset.

    Green Key Global is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We respect the dignity and independence of people with disabilities and provide accommodation and support to persons with disabilities throughout the recruitment and selection process.

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