Job Purpose

The FORTIFIED Program Training and Operations Coordinator manages the training and certification processes for the FORTIFIED Professional Network, maintains provider network systems, coordinates third-party vendor relationships, and oversees critical office operations. This role serves as the point person for training and certification operations, ensuring seamless program delivery, accurate record-keeping, and professional communication. The ideal candidate excels in organization, multitasking, and customer service, with a passion for supporting disaster-resilient initiatives.

Essential Duties and Responsibilities

Why This Role Matters
Join the Insurance Institute for Business & Home Safety (IBHS), the leader in promoting disaster-resilient building research, focused on reducing the impacts of natural disasters on the built environment through our FORTIFIED designation programs. We are seeking a dedicated FORTIFIED Training and Operations Coordinator to manage training, certification processes, and office operations in our Tampa office. This role is pivotal raising the performance of properties across the United States by supporting contractors, builders, and property owners seeking to build and retrofit resilient properties, making resilience available to all by activating IBHS research.

Key Responsibilities

1. Oversee FORTIFIED Certification and Training Processes: Coordinate all aspects of FORTIFIED certification activities, including managing third-party credentialing and training development vendors to ensure seamless delivery, compliance, and high-quality training content for virtual and in-person sessions.

1. Administer Learning Management System (LMS): Maintain the FORTIFIED Wise LMS, ensuring courses are current, accessible, and user-friendly for trainees (e.g., contractors, evaluators).

1. Track and Report Program Metrics: Monitor training and certification progress, maintain accurate records, and prepare detailed reports on completion rates and provider network updates for leadership and IBHS compliance.

1. Serve as Primary Contact for Inquiries: Act as the main point of contact for participant inquiries, providing timely, professional responses via phone, email, or help desk systems to support program success.

1. Manage Critical Third-Party Vendor Relationships: Serve as the primary liaison for vendors (e.g., credentialing services, training developers, LMS, certification testing SaaS), ensuring contract compliance, quality, and timely delivery.

1. Provide CRM and Provider Network Support: Utilize CRM platforms (e.g., Zendesk) to manage program inquiries and oversee the FORTIFIED provider network website, coordinating with IT vendors to ensure accurate listings and efficient issue resolution.

1. Manage Tampa Office Operations: Oversee daily office functions, including managing postal tasks (e.g., logging checks), ordering and stocking supplies, coordinating maintenance external vendors and maintaining common areas to ensure a professional environment.

1. Coordinate Office Logistics and Emergency Preparedness: Manage office calendars for visiting staff, coordinate space and access for non-employees and guests, handle office status announcements, and maintain emergency response logs and hurricane preparedness checklists.

1. Other – all other duties as assigned.

Competencies

• Analytical.

• Customer Orientation

• Excellent Communication

• Focus on Quality

• Rapid Absorption and Application of Information

• Dependability

• Critical Thinking & Decisiveness

• Integrity

• Problem Analysis

Knowledge, Skills & Abilities

Education:

Bachelor’s degree in business administration, education, project management, or a related field. Equivalent professional experience (e.g., 3+ years in training coordination or program administration) may be considered in lieu of a degree.

Experience:

3+ years of experience in training coordination, program administration, or operations management, preferably in construction, engineering, or insurance-related fields.

Proven track record managing third-party vendors, including contract oversight and performance evaluation, in a professional setting.

Experience using Learning Management Systems (LMS) and Customer Relationship Management (CRM) platforms (e.g., Zendesk, Salesforce, or similar) to support training and stakeholder engagement.

Knowledge:

Understanding of training and certification processes, including content development, delivery, and compliance tracking.

Knowledge of project management principles and tools (e.g., Wrike, Asana, or Microsoft Project) for managing tasks, deadlines, and program metrics.

Technical Skills:

Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) for reporting, documentation, and presentations; ability to learn proprietary software (e.g., LMS, CRM systems).

Core Skills:

Excellent communication, critical thinking, and conflict resolution; proficient in Microsoft Office; ability to learn proprietary software.

Mindset:

Dependable, focused on achieving real world impacts, committed to quality and integrity.

Working conditions

Work is performed indoors, climate adjusted with mild noise and light fluctuations. Typical office environment where desks, rolling chairs, supply boxes, etc. may present an occasional hazard. Occasional travel is required.

Physical requirements

• Visual Acuity – close visual acuity to perform an activity such as computer typing, extensive reading, preparing and analyzing reports, documenting minutes of a meeting.

• Hearing - Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication.

• Talking - Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

• Walking - Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

• Standing - Particularly for sustained periods of time.

• Sitting - Particularly for extended periods of time.

• Lifting – occasionally lifting or moving objects that may weigh up to 30lbs.

Direct reports

This position does not supervise others.