Operations Manager, Onsite Events

Maritz • United States, United States • 2d ago

EXCITED TO GROW YOUR CAREER? WE'RE GLAD YOU'RE HERE!?

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. This role 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.

Please Note: This role will be supporting both Waterloo and Toronto client locations, which will require travel between both locations when onsite presence is needed.

What You'll Be Doing:

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. Encourage s 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 t raining and o nboarding 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 Sr. Manager, Operations.

20% Project/Process Management: Strategizes with Sr. Manager, 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 b enchmarks 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

What You'll Bring

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

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

Professional oral presentation and writing skills required.

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

Things You Should Know:

This is generally an onsite role, working hours will flex and adapt to event needs, but they'll generally fall within the Monday through Friday, 7:00 AM to 7:00 PM timeframe. Because of the nature of events, occasional work outside these hours, including early mornings, late evenings, may be required. Standard hours are 8:00 - 5:00.

Employees are responsible for securing their own reliable transportation to and from work, including for early morning, late evening, or off-hour shifts that may fall outside of GBus availability (where GBus is available). While GBus is a valuable employee perk

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 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 1-636-827-9761 or by sending an email to peopleanddevelopment@maritz.com .

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