The McCourt Foundation ("TMF") is a 501(c)(3) organization whose mission is striving to cure neurological diseases while empowering communities to build a healthier world through events and educational forums. TMF's impact includes millions of dollars in direct support for neurological research at its world-renowned partner hospitals including Massachusetts General Hospital, Brigham and Women's Hospital and Cedars-Sinai Hospital; $72+ million raised through its Los Angeles Marathon Nonprofit Program, and nearly $1 million annually in support of school health and wellness programs including Students Run LA.
This position resides in the Impact Department and reports to the Director of Programming. The Registration & Customer Service Coordinator will oversee participant registration and customer service across all Los Angeles-based events, including the Los Angeles Marathon (the 4th largest marathon in the U.S.), LA Big 5K, Rose Bowl Half Marathon/5K, and the Santa Monica Classic 5K/10K. This role also includes coordinating participant communications, loyalty programs, and race weekend check-in, while managing event support staff. This person will work cross-functionally with marketing, registration and timing vendors, and volunteer coordinators to ensure a seamless participant experience.
We are seeking an enthusiastic professional with strong organizational, leadership, and interpersonal skills who is excited about managing systems and teams in a fast-paced event environment. The successful candidate will be passionate about our mission, committed to excellence, and experienced in managing operations, registration systems, or customer service teams. At TMF, we value a strong work ethic, positivity, and accountability.
Core Responsibilities
Registration Management
- Own and oversee event registration for all TMF Los Angeles events, including setup, maintenance, and optimization of online registration platforms
- Manage participant database including corral placements, bib assignments, data updates, and reporting
- Partner with timing and registration companies to ensure accurate data integration and participant tracking
- Lead loyalty programs, including processing and communication for legacy participants and LA Loyal programs
- Prepare registration reports and key metrics for internal use and post-event analysis
Customer Service & Participant Experience
- Lead participant communications across email, phone, and social media inquiries
- Develop and maintain knowledge bases (e.g., FAQs, final instructions) to streamline participant support
- Hire, train, and manage seasonal customer support staff
- Act as escalation point for complex participant issues or registration exceptions
- Ensure participant questions are resolved with empathy, efficiency, and professionalism
Race Weekend Management
- Oversee bib pickup and registration solutions onsite at each Los Angeles event
- Hire, train and manage registration and customer support teams during event weekends
- Coordinate setup and organization of check-in areas including materials, supplies, signage, and devices
- Serve as point person for onsite participant support and registration troubleshooting
- Assist with signage, setup and breakdown of registration and solutions areas
Cross-Department Collaboration
- Coordinate with marketing to align participant communications and key messaging
- Work with volunteer coordinator to ensure registration stations are properly staffed
- Support fundraising and nonprofit teams with in-person meetings, registration insights and partner and participant support
- Work closely with the operations team on layout and event activation for all registration, bib pick up and solutions areas
- Collaborate with signage coordinator and manage all signage requests for registration and solutions area
- Oversee relationships with tech and registration vendors to troubleshoot, improve and streamline systems
Office & Administrative Support
- Assist with basic office operations such as supply ordering, mail distribution, and invoice routing
- Oversee fulfillment of awards, medals, and incentives as needed
Qualifications & Skills
- 2-4 years of experience in registration operations, customer service, or related fields
- Able to stay calm, focused and professional under pressure during peak event periods
- Demonstrated ability to manage systems and staff in high-volume, deadline-driven environments
- Outstanding communication and organizational skills
- Comfortable managing people, processes, and technology simultaneously
- Proficient in Microsoft Office, especially Outlook, Excel, and PowerPoint
- Experience with registration platforms a plus
- Passion for endurance events and/or nonprofit work is a strong plus
- Willingness to work extended hours during race weekends, including manual setup tasks