Operations Specialist
American Academy of Ophthalmology (AAO)
Location: San Francisco, CA (Hybrid)
About Us
The American Academy of Ophthalmology (AAO) is the world’s largest association of eye physicians and surgeons, dedicated to advancing the lifelong learning and professional interests of the ophthalmic community. Our Annual Meeting is one of the largest medical gatherings in the U.S., drawing attendees from around the globe.
Through education, advocacy, and innovative programs, the Academy supports ophthalmologists at every stage of their careers and helps advance the field of eye care worldwide.
Position Summary
The Operations Specialist ensures operational excellence across the Member/Customer Service team by managing product inventory, optimizing departmental workflows, and maintaining the systems infrastructure that supports member service delivery.
Key Responsibilities
Inventory Management
- Manage the full lifecycle of Academy product inventory, including database configurations, business rule enforcement, stock reconciliation, and coordination with fulfillment and third-party vendors on receiving, transfers, repackaging, and FIFO inventory fulfillment.
- Lead the annual physical inventory process and reconcile counts against database records.
- Perform quality assurance testing on inventory database and the Academy online store following system upgrades or product launches.
- Collaborate with internal business units to support inventory-related needs, including advising Marketing on sales trends to determine appropriate stock levels, and partnering with Accounting on chargeback documentation and inventory costing.
- Monitor backorders and ensure compliance with FTC requirements.
Operations & Workflow Optimization
- Identify workflow inefficiencies across Membership/Customer Service operations and design, document, and implement process improvements to enhance team performance and service quality.
- Serve as the department’s primary liaison with IT for all system-related projects, enhancements, and troubleshooting, including the contact center platform, CRM, and web tools.
- Support configuration and maintenance of the contact center tool infrastructure, including dashboards, call routing, and agent tools.
- Evaluate, test, and deploy new tools and system upgrades, including coordination of user acceptance testing with team.
- Develop and maintain operational reports that track team performance and service levels.
- Create and maintain Standard Operating Procedures (SOPs) for department systems and processes, and support onboarding and training of team members.
Department Support
- Provide support for core department functions, including responding to member and customer inquiries across multiple channels.
- Ensure data integrity of member records within the membership database.
- Support meeting registration and other Academy programs as needed.
Qualifications
Required Qualifications
- Bachelor’s degree preferred or equivalent work experience.
- Experience with inventory management, including knowledge of domestic and international shipping, fulfillment workflows, and vendor contract requirements
- Working knowledge of contact center platforms including configuration, reporting, and agent management.
- Proficiency with CRM and membership database as well as Microsoft Office Suite (Word, Excel, Powerpoint, Outlook) and virtual meeting platforms (Zoom, Teams)
- Strong analytical, organizational, and problem-solving skills.
- Excellent written and verbal communication skills.
Preferred Qualifications
- Experience working in associations or membership-based organizations.
- Experience with process improvement methodologies.
Key Skills
- Strong analytical thinking and attention to detail.
- Advanced proficiency in Microsoft Excel and data analysis.
- Ability to manage multiple priorities in a fast-paced environment.
- Effective cross-functional collaboration and communication.
- Ability to document processes and train others.
Work Environment
This position follows a hybrid schedule, with three in-office days per week at our San Francisco headquarters.
Additional Requirements
- Ability to lift up to 35 pounds.
- Ability to travel approximately 6–12 days annually.
- Eligibility for up to two remote days per week with manager approval.
- Current COVID vaccination required.
Compensation & Benefits
Salary: $89,832
This position includes a comprehensive benefits package including medical, dental, and vision coverage, HSA/FSA options, commuter benefits, life and disability insurance, employee assistance programs, wellness initiatives, and additional employee perks.
Equal Opportunity Employer
The American Academy of Ophthalmology is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer.
