Operations Manager, Onsite Events

Scope

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 relationships with various client teams and onsite service partners. Partners closely with the Senior Director of Operations and the Director of Operations to identify additional training opportunities and process updates.

Direct reports include Event Managers, Onsite Event Sourcing Managers, Onsite Event Venue Managers, Onsite Event Venue Coordinators and Onsite Event Specialists

No Budgetary responsibility

Reporting and Working Relationships

Reports to Director of Operations

Works closely with additional Operations Managers, Senior Director of Operations, Director of Operations, Event Managers, Onsite Event Sourcing Managers, Onsite Event Venue Managers, Onsite Event Venue Coordinators and Onsite Event Specialists

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. Ensures that direct reports are maintaining venue quality and standards for dedicated building. 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 Relations & Operations Management:

Participates in client meetings and presentations to explain operational processes, review project updates and workload, and resolve challenges. Maintains trust with building key stakeholders to ensure escalation and feedback process integrity. 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. Cross collaborates with other event management vendor teams (Huddle/Google Store) to support Google Visitor Experience community model. 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. Regularly audits and walks event spaces, identifying new space opportunities and/or proactive maintenance. Maintains and oversees Bay Area Events Storage. Actively communicates construction and technology upgrades being done to the building and event spaces to Events and partner teams.

20% - Project/Process Management: Strategizes with Senior Director of Operations 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. Responsible for onlining/offlining event space rooms as needed. Manages various projects that support the overall event program as assigned by Senior Director of Operations or Director of Operations. Provides back-up support for Director, as necessary.

Qualifications

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

2. 5+ years of experience in meeting/event planning (including incentives, association, corporation) or hotel catering, convention, sales experience required.

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

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

5. Prior experience leadingteams/projects required. Prior experience managing, coaching and developing direct reports desired.

6. Prior successful experience in developing, managing and maintaining key client relationships and in effectively handling multiple projects/demands. Prior experience in venue management, a plus.

7. Professional oral presentation and writing skills required.

8. Excellent computer skills, knowledge of G Suite & ability to learn new technology quickly.

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.

Salary Range: $95,000 - $110,000 per year

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 peopleanddevelopment@maritz.com.