Assistant Director, Exhibitor Services

Job Title: Assistant Director, Exhibitor Services

Division: Exhibitor Services

Reports To: Chief Operating Officer (COO)

Location: United States

The Assistant Director, Exhibitor Services is a senior people and operations leader responsible for the day‑to‑day management and performance of the Exhibitor Services function. Reporting directly to the COO, this role provides department‑level leadership, oversees Supervisors and front‑line teams, and ensures consistent, high‑quality service delivery to exhibitors across events and internal service channels.

This position is accountable for workforce leadership, operational execution, service quality, and performance outcomes. While the role collaborates on strategy and enterprise initiatives, its primary responsibility is the effective management of people, resources, and operations to meet service, quality, and financial objectives.

Two Assistant Director roles may exist (On‑Site and Internal). Both operate under this job description and share the same leadership expectations, with functional assignment determined by organizational need.

ORGANIZATIONAL SCOPE

• Positions Supervised: Supervisors and designated front‑line, non‑exempt employees
• Decision‑Making Authority: Independent authority over day‑to‑day operations, workforce deployment, performance management, and service delivery; partners with the COO on strategic priorities and enterprise initiatives
• Travel: Approximately 20–30%, based on event and operational needs
• FLSA Status: Salaried, Overtime Exempt

PRIMARY DUTY STATEMENT

The primary duty of this role is the management of a customarily recognized department and the direct supervision of employees. The Assistant Director, Exhibitor Services is primarily engaged in executive‑level responsibilities, including directing the work of Supervisors and front‑line staff, exercising authority over hiring, performance management, and corrective action, and ensuring operational and service outcomes are achieved. The role regularly exercises discretion and independent judgment on matters of significance affecting service quality, workforce effectiveness, and operational performance.

Requirements

ESSENTIAL JOB DUTIES

The following essential duties reflect the approximate allocation of time and represent the relative importance of each function. Duties are listed from most to least significant for exemption and operational purposes.

Department Leadership & People Management (Approximately 50%)

• Directly lead, coach, and hold Supervisors accountable for team performance, conduct, service standards, and operational execution.
• Customarily and regularly direct the work of multiple full‑time equivalent employees through direct and indirect reporting relationships.
• Maintain authority and meaningful influence over hiring, onboarding, performance evaluations, disciplinary actions, development planning, and terminations, consistent with company policy.
• Establish clear expectations for productivity, quality, attendance, and customer service across Exhibitor Services teams.
• Ensure staffing models, schedules, and workforce plans align with event cycles, operational demand, and service‑level commitments.

Cross‑Functional Collaboration (Approximately 25%)

• Serve as the primary Exhibitor Services liaison to Operations, Sales, IT, Marketing, Billing, Material Handling, and other internal partners.
• Resolve cross‑functional issues that impact exhibitor service delivery or event execution.
• Align Exhibitor Services priorities with broader organizational initiatives and operational standards.
• Partner with senior leaders to ensure Exhibitor Services capabilities support enterprise objectives and service commitments.

Operational Execution & Performance Cadence (Approximately 15%)

• Establish and maintain the operating cadence for Exhibitor Services, including dashboards, performance reviews, team meetings, and escalation protocols.
• Ensure consistent planning, prioritization, and execution of work across on‑site and internal service environments.
• Identify operational risks, service gaps, and capacity constraints; implement corrective actions or escalate issues as appropriate.

Service Quality, Metrics & Continuous Improvement (Approximately 5%)

• Define, monitor, and enforce department‑wide KPIs, SLAs, and quality standards.
• Analyze performance data and trends to drive continuous improvement, workflow optimization, and enhanced exhibitor experience.
• Lead targeted initiatives focused on improving service reliability, efficie