Job Description

Salary: Commensurate with experience

Location: Hybrid - East Windsor, NJ or Malvern, PA (2 days in-office/3 days work-from-home) or Remote (depending on location)

Comprehensive Benefits (Medical, Dental, Vision, 401k w/company match), Discretionary Bonus Eligible

HMP Global is the omnichannel market leader in healthcare events, education, and insight, with a mission to improve patient care. We’ve been building trusted brands for nearly 40 years and are dominant in several therapeutic areas, including Oncology, Psychiatry and Behavioral Health, Cardiovascular, Wound Care, and Public Safety. We deliver information and education to healthcare professionals through 450+ global, national, and regional events and reach over 2 million users monthly through digital networks and social channels.

Position Overview

HMP Global is seeking a dynamic and hands-on Director of CX Registration to lead and optimize the onsite registration experience for attendees and exhibitors across a portfolio of over 130 annual events. This role requires a collaborative team player who thrives in fast-paced event environments, actively engages in onsite execution, and ensures the seamless integration of Swoogo technology to enhance efficiency and customer satisfaction.

The ideal candidate will be an operational expert with a strong customer-first mindset, capable of balancing technical proficiency in Swoogo with a hands-on approach to onsite, virtual and hybrid registration management. They will also be responsible for leading a matrixed team to drive continuous improvement and standardization in registration processes and badge formats, while working closely with the Sr. Director of CX to optimize online customer service inquiries and act as a Level 2 escalation point for customer tickets via the ZD (Zendesk) platform.

Key Responsibilities

1. Hands-On Leadership in Registration Execution

• Lead onsite registration teams at 5-8 events per year, ensuring smooth, efficient, and attendee-friendly check-in experiences.
• Accountable with the success of over 130 in person and virtual registration events a year with demonstrating exceptional customer experiences.
• Proactively jump in to troubleshoot and resolve onsite registration challenges, ensuring seamless execution.
• Schedule, train, and oversee onsite staff and temporary personnel, ensuring adherence to operational best practices.

2. Optimization of Swoogo Registration Technology

• Act as the HMP Swoogo expert, continuously optimizing its functionality to improve both the attendee and exhibitor experience.
• Implement best-in-class registration workflows within Swoogo, leveraging automation and data-driven insights.
• Collaborate with internal teams to customize Swoogo features for each event, ensuring accurate attendee data, smooth check-ins, and real-time reporting.
• Bring to the table deep registration experience in attendee as well as exhibitor types.
• Work with RFID badge tracking and other event technologies as needed to enhance attendee engagement and session tracking.

3. Customer Experience (CX) Enhancement & Online Customer Support

• Develop and implement customer-centric onsite registration solutions that reduce wait times and enhance attendee satisfaction.
• Ensure that all pre-during-post event registration tasks align with HMP’s high standards of service excellence.
• Work closely with the Sr. Director of CX to optimize online customer service inquiries, ensuring consistent and high-quality support.
• Serve as a Level 2 escalation point for customer service tickets via the ZD (Zendesk) platform, addressing complex registration-related issues that require advanced troubleshooting.

4. Cross-Functional Leadership & Process Standardization

• Collaborate with a matrixed team of event managers, registration specialists, and vendors to continuously improve and standardize onsite registration processes.
• Develop and maintain consistent badge formats across all events to improve efficiency and branding.
• Work closely with event owners, meeting planners, project managers, and marketing teams to align registration strategies with event objectives.
• Serve as the primary escalation point for onsite registration issues, providing quick resolutions and expert guidance.
• Manage vendor relationships, including badge printing/supply companies, onsite registration technology providers, and temp staffing agencies.

5. Process Improvement & Operational Excellence

• Develop and maintain SOPs and best practices for onsite registration, ensuring consistency across all events.
• Leverage data analytics to optimize onsite registration flows, staffing allocations, and technology usage.
• Identify opportunities to integrate emerging event technologies, including RFID tracking when applicable, to streamline registration and enhance CX.

Qualifications

• Bachelor’s degree in Event Management, Business Administration, or related field.
• 5+ years of experience in event registration management, with a strong background in onsite execution and team leadership.
• Hands-on experience with Swoogo (or similar event registration platforms) is highly preferred.
• Experience leading matrixed teams to drive operational improvements and standardization.
• Familiarity with RFID badge tracking is a plus, with the ability to support its integration as needed.
• Experience managing customer inquiries and acting as a Level 2 escalation point for customer support platforms such as Zendesk (ZD).
• Proven ability to troubleshoot and resolve onsite registration challenges in high-pressure event environments.
• Strong communication, organizational, and problem-solving skills with a passion for delivering top-tier attendee experiences.
• Willingness to travel 5-8 times per year for onsite event support.

Why Join Us?

This role is perfect for a proactive, detail-oriented professional who enjoys hands-on event execution and is passionate about optimizing both customer experience and event technology. If you’re a problem-solver who thrives in fast-paced environments and enjoys leading high-performing teams, we invite you to be part of our CX team at HMP Global.

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