International Association of Online Business Managers®
Following a change in leadership, the International Association of Online Business Managers® was entering a significant period of growth. New programmes were being introduced, the member community was migrating to a new platform, and core operational processes were being redesigned, all at the same time.
With multiple initiatives running in parallel, many of the existing processes relied heavily on manual work, making it difficult to scale while maintaining a consistent, high-quality experience for a growing global membership.
The goal wasn't simply to keep things running. It was to build an operational foundation that would support the Association's future growth without everything depending on the founder to hold it together.
Working directly with the CEO, my role evolved quickly from day-to-day support into operational leadership. I became responsible for translating ideas into practical systems and ensuring every project moved from concept to implementation, taking full ownership of the operational side so the CEO could focus on leading the organisation.
Operational planning and systems strategy
Project management across multiple simultaneous initiatives
Membership operations: onboarding, activation, renewals, cancellations, and reinstatement
Certification programme operations end to end
Workflow automation and technology implementation
Customer support management and member communications
Team coordination and process documentation
Continuous operational improvement
I redesigned the member journey end to end, creating structured, repeatable processes for new member onboarding, membership activation, failed payment management, renewals, cancellations, and returning member reinstatement. Rather than treating each situation individually, every member now receives a consistent experience regardless of where they are in their lifecycle, and the team no longer needs to manage each case manually.
One of the largest projects was leading the migration of the Association's global member community onto a new platform. This meant designing the member activation journey, building automated onboarding workflows, creating communication sequences, managing member access, and supporting members throughout the transition, while keeping day-to-day operations running in parallel.
I redesigned the operational processes behind the Certified OBM® Certification, the Certified AI Strategist certification, and the Returning Member Reinstatement Programme: building registration funnels, automated onboarding, membership workflows, email communication sequences, progress tracking, and all supporting internal documentation. The result was a much more structured and scalable experience for both certification candidates and the internal team.
To reduce reliance on manual administration, I designed and implemented automations across membership activation, failed payment recovery, badge issuance, directory management, customer support routing, team notifications, and internal reporting, so that routine operational tasks happen consistently without needing someone to remember to do them.
Led the operational implementation of multiple strategic initiatives simultaneously, including a full community platform migration, without disrupting member experience.
Built scalable membership systems covering the full member lifecycle, from onboarding through to renewal, across a growing global community.
Streamlined certification operations, reducing manual administration and creating a consistent experience for candidates and the internal team.
Introduced automation across key operational processes and documented workflows and SOPs so the team could operate consistently at every stage.
Became the CEO's operational partner, the person responsible for ensuring the organisation could continue to grow without the founder needing to hold every detail.
Operations isn't about managing tasks. It's about building a business that can continue to grow without depending on the founder to remember every detail.