Assistant Director, Exhibitor Services

Shepard Exposition Services • Columbia, MD

6h

About The Position

The Assistant Director, Exhibitor Services is a senior people and operations leader responsible for the day‑to‑day management and performance of the Exhibitor Services function. Reporting directly to the COO, this role provides department‑level leadership, oversees Supervisors and front‑line teams, and ensures consistent, high‑quality service delivery to exhibitors across events and internal service channels.
This position is accountable for workforce leadership, operational execution, service quality, and performance outcomes. While the role collaborates on strategy and enterprise initiatives, its primary responsibility is the effective management of people, resources, and operations to meet service, quality, and financial objectives.
Two Assistant Director roles may exist (On‑Site and Internal). Both operate under this job description and share the same leadership expectations, with functional assignment determined by organizational need.

Requirements

• Demonstrated success leading operational teams in a complex, service‑driven environment.
• Proven ability to directly manage Supervisors and front‑line employees while maintaining department‑level accountability.
• Strong operational judgment with the ability to translate objectives into consistent execution.
• Experience supporting budgets, workforce planning, and operational controls.
• Data‑driven leadership approach with experience using metrics to guide decisions and improvements.
• Excellent communication, decision‑making, and cross‑functional collaboration skills.
• Ability to travel domestically and support on‑site event operations as needed.
• Ability to work in event environments and office settings.
• Ability to adjust work schedules as required to support operational coverage and outcomes.
• Demonstrate company core values and inclusive leadership behaviors.
• Act as a responsible ESOP owner, making decisions that support long‑term organizational success.
• Provide professional, responsive, and respectful service to all internal and external customers.

Nice To Haves

• Bachelor’s degree preferred; equivalent experience may be substituted.

Responsibilities

• Directly lead, coach, and hold Supervisors accountable for team performance, conduct, service standards, and operational execution.
• Customarily and regularly direct the work of multiple full‑time equivalent employees through direct and indirect reporting relationships.
• Maintain authority and meaningful influence over hiring, onboarding, performance evaluations, disciplinary actions, development planning, and terminations, consistent with company policy.
• Establish clear expectations for productivity, quality, attendance, and customer service across Exhibitor Services teams.
• Ensure staffing models, schedules, and workforce plans align with event cycles, operational demand, and service‑level commitments.
• Serve as the primary Exhibitor Services liaison to Operations, Sales, IT, Marketing, Billing, Material Handling, and other internal partners.
• Resolve cross‑functional issues that impact exhibitor service delivery or event execution.
• Align Exhibitor Services priorities with broader organizational initiatives and operational standards.
• Partner with senior leaders to ensure Exhibitor Services capabilities support enterprise objectives and service commitments.
• Establish and maintain the operating cadence for Exhibitor Services, including dashboards, performance reviews, team meetings, and escalation protocols.
• Ensure consistent planning, prioritization, and execution of work across on‑site and internal service environments.
• Identify operational risks, service gaps, and capacity constraints; implement corrective actions or escalate issues as appropriate.
• Define, monitor, and enforce department‑wide KPIs, SLAs, and quality standards.
• Analyze performance data and trends to drive continuous improvement, workflow optimization, and enhanced exhibitor experience.
• Lead targeted initiatives focused on improving service reliability, efficiency, and employee effectiveness.
• Support and monitor the Exhibitor Services budget, including labor, travel, and event‑related expenses.
• Ensure adherence to company policies, regulatory requirements, and internal controls.
• Track cost trends, identify variances, and recommend efficiency improvements to the COO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager