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The Operations Manager, Onsite Events directs activities of assigned direct reports to ensure all customer service levels and deliverables pertaining to the assigned account are achieved. Delivers comprehensive leadership to clients and dedicated service partners; oversees the compliance and adherence to the event program process; provides assigned team with support, coaching and training; and manages special projects.

 

50% - Employee Management:  Supports and coaches assigned direct reports on core job responsibilities related to the sourcing, planning and execution of the clients meeting and events program.  Leads team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels. Encourages the sharing of industry trends, ideas, special educational opportunities and best practices. Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge. Works 1:1 with employees to identify areas of improvement, growth and opportunities.  Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports. Interviews and selects direct reports. Oversees training and onboarding process.  

 

30% Client and Partner Team Relations: Participates in client meetings and presentations to explain operational processes, review project updates and workload, and resolve challenges. Leads regular meetings with dedicated service partner teams (including but not limited to Catering, Facilities, Production, AV, Security, Transportation, and Janitorial), ensuring consistency of process and service level expectations.  Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction. Helps manage or limit client liabilities. Acts as the main client contact point regarding operational issues, escalations, concerns and responses. Communicates any client or service partner inquiries which have the potential to escalate to the Director of Operations. 

 

20% Project/Process Management:  Strategizes with Strategic Account Director and Director of Operations to identify, develop, and ensure implementation of SOP's and standard practices and process improvements. Oversees metric tracking for assigned team. Ensures that customer satisfaction via client survey and benchmarks results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.  Manages various projects that support the overall event program as assigned by Strategic Account Director or Director of Operations.  Provides back-up support for Director, as necessary. 

 

Qualifications 

• Bachelor’s degree or equivalent experience in related field required. CMP (Certified Meeting Professional) Certification a plus. 

• 5+ years of experience in meeting/event planning (including incentives, association, corporation) or hotel catering, convention, sales experience required.  

• Ability to thrive in an agile, continuously changing environment.  Proven ability promoting change and efficiencies within an organization.  

• Strong knowledge of program/event management and budget maintenance. 

• Prior successful experience in developing, managing and maintaining key client relationships and in effectively handling multiple projects/demands. 

• Prior experience leading teams/projects required. Prior experience managing, coaching and developing direct reports desired.