ISACA® (www.isaca.org) champions the global workforce advancing trust in technology. For more than 55 years, ISACA has empowered its community of 185,000+ members with the knowledge, credentials, training and network they need to thrive in fields like information security, governance, assurance, risk management, data privacy and emerging tech. With a presence in more than 190 countries and with nearly 230 chapters worldwide, ISACA offers resources tailored to every stage of members’ careers—helping them to thrive in a rapidly changing digital landscape, drive trusted innovation and ensure a more secure digital world. Through the ISACA Foundation, ISACA also expands IT and education career pathways, fostering opportunities to grow the next generation of technology professionals.

The Director, Chapter Programs and Operations will play a key leadership role in developing, overseeing, and executing the strategy for our global chapter network. The position will focus on strengthening chapter operations, enhancing member engagement, and driving consistency in the delivery of association programs and services across all chapters. The ideal candidate will have a strong background in chapter / account management, operational excellence, and member engagement in a global, multi-cultural environment. The Director, Chapter Programs and Operations will co-create and oversee the delivery of a portfolio of support services and programs to maximize chapter performance and support the development of ISACA chapter leader volunteers. This role leads the overall strategy, development, and management of chapter programs across all global regions, ensuring alignment with the organization’s mission, goals, and objectives.

Chapter Operations & Management

• Ensure chapter operations are based on scalable, repeatable processes (E.g., chapter formation, volunteer leader onboarding, reimbursements, etc.)
• Establish and maintain SOPs for Chapter operations in collaboration with legal, IT, and member experience.
• Ensure the chapter leader volunteer onboarding processes are seamless and meaningful experiences.
• Develop and manage budgets for Chapter operations and programs
• Support change management approach needed internally and externally for successful adoption of projects and initiatives.
• Collaborate with ISACA leadership and compliance staff to ensure chapter adherence to standards, policies, rules, and brand protection.
• Monitor chapter performance and engagement, utilizing data and feedback to implement improvements and ensure the effective execution of chapter programs.

Chapter Programs and Services

• Recommend changes to performance standards within Chapter360, ISACA’s framework for chapter operations, and other policies to ensure they are aligned with business needs.
• Oversee the program management processes for Chapter360 and Chapter Success Managment, leading on implementation and life-cycle management.
• Implement and advocate for effective program management processes, methods, and tools.
• Work with data analysts and chapter success managers to develop and refine chapter performance reporting to inform global and chapter leadership, identifying gaps, trends, and opportunities to enhance chapter success.
• Collaborate with Member Experience Design on development of programs and services, leading on implementation and life-cycle management once gated through the design process.
• Advise and collaborate with the Membership Experience team in solving complex problems or issues for chapter operations, program and processes, both front-stage and back-stage.

Stakeholder Management

• Create a roadmap for Chapter programs and strategic initiatives. Collaborate with stakeholders to determine and establish priorities to balance ongoing projects with ad hoc requests. Communicate how the team’s work product ultimately impacts our membership.
• Advise on and execute key initiatives, with Chapter and Member experience leadership, to optimize chapter performance and volunteer support to further ISACA’s mission and vision.
• Collaborate with Communications team to ensure consistent communication to chapters around Chapter360 and other initiatives to ensure successful uptake.
• Interact with chapter leader volunteers and collaborate with ISACA cross-functional teams to inform and refine strategy for chapter services and programs and related technology.
• Serve as the Chapter Experience representative on chapter involved IT program work to provide a chapter operations lens in enterprise decision making.
• Partner with chapters and cross-functionally to develop robust reporting and proactive risk management in support of chapter success.
• Work with chapters to address member needs, ensuring chapters provide meaningful programs, resources, and opportunities for networking and professional development.
• Act as a key liaison between global headquarters and regional chapters to facilitate communication, feedback, and collaborative problem-solving.

Team and Culture

• Lead Chapter Experience team to ensure adherence to organizational goals and strategies, with responsibility for hiring, training, development and evaluation of direct reports.
• Ensure staff maintain and have the opportunity to develop knowledge and skills necessary to drive ISACA’s success as well as their own
• Facilitate communication across teams and stakeholders throughout all phases of project work.
• Contribute to an effective work environment by setting a positive tone, establishing performance expectations, and driving accountability.
• Help to create an inclusive team environment by fostering collaboration, experimentation, agility, and vigorous inquiry, while maintaining high expectations and attention to detail
• Provide leadership, coaching, and support to chapter leaders, helping them develop their skills in governance, operations, and member engagement.

Required Field of Study:

• Bachelor’s Degree in Business Administration, Nonprofit Management, or a related field.

Minimum Years of Experience Required:

• 7+ years

Description of Minimum Experience Required:

• Demonstrated knowledge and expertise in business management, volunteer and advocacy programs, product management, or program management.
• Experience in managing a team of professional level staff.

Preferred Field of Study:

• Master's in Business Administration

Preferred Years of Experience:

• 10+

Description of Preferred Experience:

• Demonstrated knowledge and expertise in business management, product management, or program management.
• Experience in managing a team of professional level staff.

Competencies/Skills Required:

• Establishes key elements of tactical and operational plans within the function/ job family that have measurable contribution towards the achievement of results of the organization
• Focus is on short-to mid-term operational plans (e.g., 1-3 years)
• Develops new products, processes, standards or operational plans in support of the function/job family/organizational strategy
• May have budget accountability for area of responsibility, or manage elements of the budget
• Requires ability to communicate with executive leadership regarding matters of significant importance
• Works to influence others to accept job sub-family’s view/practices and agree/accept new concepts, practices and approaches
• Negotiates to reach agreement on issues of strategic importance, where there may be widely conflicting goals or perspectives
• Communicates how team’s work product ultimately impacts the customer
• Responsible for improving upon entire processes or systems for the function/job family or job sub-family using significant conceptualizing, reasoning and interpretation skills
• Issues are more strategic than operational
• Solutions may require multiple and/or innovative approaches
• Primarily manages a job sub-family that includes managers, supervisors and/or experienced professionals who exercise latitude and independence in assignments
• Responsible for creating workforce and staffing plans for job sub-family; exercises supervision in terms of costs, methods, and staffing, and approves hiring, firing, promotion, and reward decisions within area of responsibility
• Seasoned knowledge and expertise in theories, concepts, and principles of both management and designated field of study typically obtained through a University Degree in a related field of study and 7 or more years of professional experience within functional area including experience managing a team of professional employees

Travel Requirements:

• 10%
• Valid passport and International travel required

ISACA is proud to be an equal opportunity employer. ISACA is committed to building an environment of diversity, equity, and inclusion where equal employment opportunities are available to all applicants and employees without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, age, ancestry, disability, genetic information, citizenship, sexual orientation, veteran status, marital status, familial status, military discharge status, or any other characteristic or status protected by federal, state, or local law. We support an inclusive workplace where employees excel based on merit, qualifications, experience, and ability.