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The Manager, Account Operations provides a centralized point of leadership for coordination and execution of face to face, digital and hybrid events/programs within a team so that operational excellence results with all program operations. You will strive to meet client needs, specifications, objectives, and quality standards. You'll also work with the collective event management team and direct reports to maximize contribution margin by effectively managing the customer experience, balancing customer satisfaction, employee satisfaction and organizational cost.

Provides Account Management to the Account Team

• Facilitate & document project process improvement

• Provide guidance and assistance to team members to maximize efficiency of the operations

• Monitor the internal workflow through company channels for quality, consistency, and quality in stakeholder relationships.

• Actively participate in determining the strategic direction of the  overall account portfolio with input from the Director, Sourcing

• Outline project deliverables, risk assessment and change management of project goals and business rules

• Generate communication standard operating procedures with client stakeholders

• Technology lead with approvals, new additions, identifying and troubleshooting technology opportunities

• Assist in training fellow team members supporting account

Manages to budget and SOWs

• Oversee operational delivery for services included in project scope, managing timelines and deliverables to stay on target

• Program/account budgetary responsibility

• Work with Directors in Housing & Sourcing to generate labor report tracking and monitors profitability per

• Ensures all SLAs per SOW are met, as applicable

• Generate Invoicing for Vendor hotels

• Coordinate payment of deposits for hotels w/vendor master accounts as required

• Oversee billing reconciliation & payment of invoices per meeting

• Assists in managing and resolving any discrepancies with hotels, vendor and partners throughout the lifecycle of the event at the direction of the directors of sourcing & housing

Manages opportunities in collaboration with Account Executive that come through stakeholder channels. Qualifies scope of work, defines project goals, monitors data and SLA’s, manages SOW and engages in project resolution.

• Reviews new meeting requests and ensures proper documentation is in place before labor hours are committed to project.

• Consults with individual stakeholders to define clear project goals.

• Monitor that data is being captured for all opportunities as set forth in client agreement.

• Manage and monitor adherence to all SLA's(Service Level Agreement's) set forth in the overall customer/company contract.

• Gain approval for individual SOW's and meeting requests from client procurement when needed.

• Manage and resolve project issues and risks

Establish project communication plans to provide stakeholders with appropriate project status information.

• Communicate effectively with the team and all stakeholders, so that the design of the ongoing project can change as needed as business needs change.

• Effectively communicate with client and internal stakeholders project time lines, expectations, delivery dates, changes to projects etc.  

• Maintain a consistent and high quality communication with the Strategic Account Manager and directors through weekly, monthly, and quarterly account reviews.

• Present findings within team, prepare for data/reporting/matrixes for senior level presentations as required

Identify project risks, perform risk analysis, risk response planning, and monitor and control all risks through project completion.

• Continual efforts to understand the likely interfaces, other business aspects that influence/effect the project and effectively communicate to Account Executive, and directors of service teams.

• Document findings and identify ways to reduce risk.

• Validate findings.

Take corrective action to bring any variances back in line with the project plan and utilize change control procedures to manage any project changes when and as they occur.

• Decrease defects on deliverables.  Record each defect so they can be analyzed and shared so they are not repeated.

• Monitor status/timely completion of deliverables and record variance on workplan to the estimated delivery date.

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