Operations Manager, Onsite Events

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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.

Scope

• Direct reports include Event Managers, Onsite Event Sourcing Managers, Onsite Event Venue Managers, Onsite Event Venue Coordinators and Onsite Event Specialists
• Manages 4 to 20 exempt and non-exempt employees who support onsite meetings and events program of dedicated account. Responsible for the assigned team overall performance, ensuring compliance to the event program process and service level agreements. Oversees activities of assigned direct reports, defines and coaches on growth and development opportunities, and leads regular 1:1 and team meetings. Manages relationship with various client teams and onsite service partners. Partners closely with the Strategic Account Director and the Director of Operations to identify additional training opportunities and process updates.

Reporting and Working Relationships

• Works closely with additional Operations Managers, Strategic Account Director, Director of Operations, Event Managers, Onsite Event Sourcing Managers, Onsite Event Venue Managers, Onsite Event Venue Coordinators and Onsite Event Specialists
• Reports to Director of Operations

Primary Responsibilities

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.
• Professional oral presentation and writing skills required.
• Ability to thrive in an agile, continuously changing environment. Proven ability promoting change and efficiencies within an organization.
• Excellent computer skills, knowledge of G Suite & ability to learn new technology quickly.
• 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.
• 5+ years of experience in meeting/event planning (including incentives, association, corporation) or hotel catering, convention, sales experience required. 
• Prior experience leading teams/projects required. Prior experience managing, coaching and developing direct reports desired.

DISCLAIMER: This job description is designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to confirm or be interpreted as a comprehensive summary of all duties, responsibilities and qualifications required of associates assigned to this job.

Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.

Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.

Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-0335 or by sending an email to [email protected].