Aptify
Lacey Pope
Dover
Summary
Experienced nonprofit leader with 17 years of proven success in streamlining operations, implementing effective processes, and driving organizational efficiency. Dedicated to ensuring impactful program delivery and resource optimization. Adept at identifying and capitalizing on growth and improvement opportunities. Committed to fostering collaboration and building strong relationships with stakeholders to achieve strategic objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations and Project Director
Shriners International
01.2024 - Current
- Successfully manages multiple projects simultaneously, including the implementation of an organization-wide Learning Management System (LMS) by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Led the conversion and implementation of a brand new project management platform for the organization, establishing structure and process for the tracking of projects and initiatives.
- Established a formal project management process for the intake, evaluation, and initiation of projects and initiatives for the Office of Membership Development.
Manager of IS Programs
Oncology Nursing Society
07.2023 - 01.2024
- Managed a team of four program managers and one quality assurance analyst on technology-related projects, ensuring adherence to best practices and SDLC project management
- Tracked adherence to approved processes and identified new methods for continuous process improvement, including the writing, reviewing and evaluating of RFPs, SOPs, guidelines policies, requirements, and proposals
- Served as the primary business contact for the Information Services department, coordinating relationships and communication with ONS staff, technical vendors, and consultants
- Resolved organizational problems and developed solutions by analyzing requirements and needs, incorporating solutions into multiple interconnected products and projects, and rectifying the impact of system changes on other systems and networks
IS Program Manager
Oncology Nursing Society
08.2022 - 07.2023
- Managed interconnected projects and operations with technology components in adherence to PMI's PMBOK best practices and agile project management, including developing program and project plans, roadmaps, timelines, and contacts
- Responsible for all technical aspects of projects at ONS, from ensuring requirements meet expectation for development to deployment
- Worked closely with internal and off-shore development teams to troubleshoot and resolve technical issues and develop new enhancements for current systems and platforms, including the association management system
Client Success Manager
Oncology Nursing Society
03.2022 - 08.2022
- Served as the point of contact for clients using ONS products and services
- Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
- Led customer implementations of technical solutions at the institution level
Director of Customer Relations
Oncology Nursing Society
07.2015 - 03.2022
- Provided leadership to a six-person department, driving the successful execution of organizational strategic and operational goals that supported 209 chapters, enhanced programs for 1,400+ student members, and optimized customer service for 35,000+ oncology nurses.
- Leveraged member and customer feedback, and data analysis to drive process improvements and organizational change, leading to an improved service experience for the organization's institutional clients.
- Strategically redesigned the ONS chapter dues structure to enhance member experience through personalized options, catering to the diverse needs of the membership.
- Led a customer service transformation initiative that resulted in a 30% increase in live support availability, a 75% decrease in weekly voicemails, and a 10% rise in customer satisfaction within one year, through the optimization of phone systems and the consolidation of customer service requests.
Director of Membership
Association of University Programs in Health Administration
01.2012 - 07.2015
- Influenced a 40% increase in overall membership for the association
- Strategically implemented a digital transformation of membership materials, replacing paper packets with digital versions and developing a streamlined digital recruitment brochure, optimizing resource allocation and reducing operational expenses.
- Managed the membership department budget, including strategic forecasting and development, and executed annual dues invoicing processes.
- Led or assisted in the marketing strategy for the membership department and the association at large, including the marketing of membership to prospective members and new products and services to existing members
- Created a membership webinar series to actively engage both new and seasoned members, building a stronger sense of community and driving retention.
- Prepared and presented detailed reports and presentations for association board meetings and annual member meetings, ensuring clear and concise information delivery.
Membership Manager
Association of University Programs in Health Administration
11.2008 - 01.2012
- Provided full-spectrum member service, including program administration and inquiry resolution, consistently delivering exceptional customer service to ensure member satisfaction.
- Achieved annual recruitment goals, helping to grow membership and revenue by more than 50%
- Maintained a consistent retention rate of 95-98% in program membership
- Oversaw all aspects of the Undergraduate Certification Review process for 10-12 programs annually, ensuring quality and consistency through the effective management of 50+ member volunteers.
- Contributed to the enhancement of the Undergraduate Certification Review process by aiding in the transition to electronic self-study submissions and supporting the update of undergraduate program certification review criteria.
Administrative Assistant
Association of University Programs in Health Administration
08.2008 - 11.2008
- Scheduled appointments for the 2008-09 Winston Health Policy Fellows at numerous organizations in both the public and private sector, as well as on Capitol Hill
- Assisted with the nomination and selection process of all prizes awarded by the association
- Provided general administrative support to the President & CEO
Education
MBA -
Western Governors University
Salt Lake City, UT06.2019
Bachelor of Arts - Africana Studies
University of Pittsburgh
Pittsburgh, PA08.2008
Skills
- Strategic Project Oversight
- Process Optimization
- Staff Development
- Strategic Organizational Development
- Operational Enhancements
- Efficiency Improvement
- Collaborative Team Management
- Effective Interpersonal Communication
Certification
Certified Association Executive, American Society of Association Executives, Expires December 2025
Professional Associations
ASAE: The Center for Association Leadership, 2008-Present
Software
ClickUp
TopClassLMS
Jira
Microsoft 365
HubSpot
Timeline
Operations and Project Director
Shriners International
01.2024 - Current
Manager of IS Programs
Oncology Nursing Society
07.2023 - 01.2024
IS Program Manager
Oncology Nursing Society
08.2022 - 07.2023
Client Success Manager
Oncology Nursing Society
03.2022 - 08.2022
Director of Customer Relations
Oncology Nursing Society
07.2015 - 03.2022
Director of Membership
Association of University Programs in Health Administration
01.2012 - 07.2015
Membership Manager
Association of University Programs in Health Administration
11.2008 - 01.2012
Administrative Assistant
Association of University Programs in Health Administration
08.2008 - 11.2008
MBA -
Western Governors University
Bachelor of Arts - Africana Studies
University of Pittsburgh
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