Registration Project Manager & Knowledge Management Lead
Location: Philadelphia, PA
Job Type: Full Time, Onsite
About us:
Event Citadel, a Datavault AI company, is a leading provider of event registration, lead retrieval, and data analytics solutions. As a pioneer in the tech space event since 1976, we’ve helped power thousands of trade shows, corporate events, and experiential activations with seamless technology and exceptional service.
Now operating as a core division of Datavault AI, Event Citadel is expanding its impact by delivering intelligent, scalable, and customer-first solutions that go beyond registration, helping event organizers drive engagement, capture insights, and optimize performance.
For decades, our core services have included online and onsite registration and exhibitor lead capture, but we’re constantly evolving. Today, our team supports clients with a full suite of event management services, including planning, operations, sales, marketing, and attendee engagement — all backed by cutting-edge technology and a passion for innovation.
The Role:
The RPM & Knowledge Management Lead is responsible for developing, maintaining, and enforcing operational processes and documentation across the RPM function. This role ensures consistency, compliance, and high-quality execution by owning SOP development, risk and escalation management, process training, and cross-functional communication. The ideal candidate is detail-oriented, highly organized, and skilled at driving operational excellence.
Key Responsibilities:
SOP & Process Development
- Draft, update, and maintain Standard Operating Procedures (SOPs) for all RPM operations.
- Identify process gaps and recommend improvements to enhance efficiency, accuracy, and scalability.
- Partner with cross-functional teams to ensure SOPs reflect current operational requirements, system capabilities, and evolving workflows.
- Manage version control and ensure all RPM team members have access to the most current documentation.
- Participate in testing new processes, systems, or tools prior to finalizing SOPs (UAT coordination).
- Train new RPMs on updated procedures and track adoption and understanding.
Client Management & Communication
- Document key client interactions, escalations, and related SOPs within designated tracking systems.
- Promptly escalate client concerns or risks to the RPM Manager with actionable recommendations.
Issue Escalation & Risk Mitigation
- Identify issues early and alert the RPM Manager of risks that may impact timelines or deliverables.
- Develop and maintain SOPs outlining escalation paths for common operational challenges.
- Track escalations through closure, ensuring timely updates and appropriate communication.
- Support coordination between operations, IT, and field teams to enable swift issue resolution.
Compliance & Quality Assurance
- Ensure SOP compliance across assigned accounts and event operations.
- Conduct periodic compliance reviews and immediately flag any deviations.
- Maintain accurate and timely data in required systems in partnership with DVLT Ops and RPM management.
- Support internal audits and assist with post-event evaluations to validate compliance performance.
Collaboration with the RPM Manager
- Provide structured updates on progress, risks, bottlenecks, and resource needs.
- Assist with workload planning and coordination to ensure balanced coverage across RPMs.
- Contribute actionable insights during weekly operational meetings.
- Help implement performance improvement initiatives within the RPM team.
- Serve as an escalation point when the RPM Manager is unavailable.
Professional Standards & Accountability
- Uphold strong documentation practices, including meeting notes, timelines, and change controls.
- Maintain professional, clear, and timely communication across internal and external stakeholders.
- Engage in continuous learning related to compliance standards, client expectations, and operational tools.
Qualifications:
- 3–5+ years of operational, project management, or process documentation experience.
- Experience in workflow design, SOP creation, or compliance management is strongly preferred.
- Strong communication, organization, and cross-functional collaboration skills.
- Ability to manage simultaneous tasks in a fast-paced environment.
- Proficiency with operational tools and documentation platforms.
What We Offer:
- Competitive salary and benefits package.
- A fast-paced, high-impact work environment.
- Opportunity to work closely with executive leadership.
- The chance to work with cutting-edge technologies and make a significant impact.
- A culture of innovation, ownership, and growth.
How to Apply:
Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and qualifications to
Shannon Peters, Datavault AI Recruiting Manager.
