Event Services Program Manager
 JLL | |
 United States, Tennessee, Nashville | |
 Sep 10, 2024 | |
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Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.
The Event Services Program Manager will play a key role with the Meetings & Events team and Event Services.In this role you will manage a team of Event Services Specialists delivering customer-facing services that drive efficiencies for seamless workflow processes and the continued adoption of the Meetings & Events program globally. As an ideal candidate you thrive in a fast-paced and constantly evolving environment. You are highly consultative and collaborative, with the ability to manage a team to ensure objectives are met and navigate escalations to ensure customer expectations are exceeded. Key Responsibilities Team Management:Oversee a global Event Services/Intake team for both onsite and offsite meeting and events. Ensure direction and training for the highest level of customer service with an experience focus Motivate a team built around collaboration, clear and consistent communication, continuous improvement, and respect Conduct regular performance evaluations and provide constructive feedback to support professional growth Escalation point for Event Services team to identify and solution with a customer obsessed focus for a much-improved experience Drive team utilization of event technologies, as well as document management and communication tools Customer Escalations:Provide strategic consultation and guidance for complex requests to ensure service delivery and excellent customer experiences Service as the first point of contact for customer escalations and concerns related to the securing event services. Process ImprovementSupport global operating procedures, document process, and provide recommendations for continuous process improvements Establish relationships and cross-collaborate with key internal teams Develop and maintain standard operating procedures (SOPs) for event services operations Provide key input for data and reporting Collaborate with event service vendors to ensure seamless integration of their services into Amazon's event management process. Immersion in company culture for application and example Support overall Travel and Events organization goals, initiatives, and strategy Perform additional job duties as requested Basic Qualifications 4 years college degree or 4-6 years of equivalent work experience Minimum 4 years of experience working in meetings/events industry Minimum of 2 years of people management or supervisory experience User experience with common Meeting Management systems and tools Self-motivated, flexible, and adaptable Customer obsessed and process driven Excellent organizational skills, adept at managing time and establishing priorities Excellent leadership, communication, and interpersonal communications skills Excellent computer skills in all Microsoft Office Suite applications Experience in handling customer escalations and resolving complex issues Preferred Qualifications Meeting & Event or Hospitality industry experience Experience as an event sourcing specialist or event meeting planner highly valued Knowledge of Meeting and Event technology tools highly valued Experience or knowledge of the Travel industry Experience working in a strategic meeting management (SMM) or centralized meeting/event program desired International Meeting & Event experience valued CMP (certified meeting professional) or other industry certification valued Computer proficiency in Smartsheet, Quip and Visio desirable Strong problem-solving and decision-making abilities. Proficient in project management methodologies and tools. | |