Director, Chapter Programs & Operations

About ISACA

ISACA is a global professional association and learning organization that leverages the expertise of its 180,000+ members who work in digital trust fields such as information security, governance, assurance, risk, privacy and quality. It has a presence in 188 countries, including 225 chapters worldwide. Through the ISACA Foundation, ISACA supports IT education and career pathways for underresourced and underrepresented populations.

Overview

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.

Responsibilities

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.

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