AV/VC Operations Manager

Milestone Technologies Inc.•Los Angeles, CA

33d•Onsite

About The Position

Milestone is looking for a passionate, self-motivated AV/VC Operations Manager who brings a wealth of people management, knowledge, and expertise. We are looking for an experienced onsite AV/VC Operations Manager who has strong AV operations and troubleshooting skills and is happy to work in a versatile role. You will manage a team that provides AV/VC client support and that is the first point of contact for requests from the customers to assist in conference room setup, operations requests, event requests, and break-fix troubleshooting support needs. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations, and operations are required. We are looking for a smart, analytical, and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

Requirements

HS Diploma or GED
Several years of experience managing an AV team, specifically in an operations capacity
Experience deploying and maintaining AV technology in new office builds, working closely with Real Estate, Facilities, and Project Management teams
Strong vendor management skills
Expertise in cloud conferencing platforms such as Google Meet, Zoom, etc.
Knowledge of SLA achievement and methodology
Development and implementation of technical training programs
Ability to drive tool and process improvement through innovation
Leadership and core business/interpersonal skills
Successful project management experience
Ability to establish relationships with Business Teams
Familiarity with common metrics used in the IT/AV industry
Ability to develop a strategic perspective of the service based on multiple levels of detailed operations information
Excellent problem solving, communication, and organizational skills

Nice To Haves

Live Production Event experience is a plus
Studio and/or production experience is a plus.

Responsibilities

Plan, develop, and evaluate client program
Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve
Present operational metrics weekly to AV Leadership
Collaborate with Milestone Human Resources on all personnel issues or questions
Maintain documentation and process specific to the customer engagement
Develop a strategic perspective of the service based on multiple levels of detailed operations information
Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
Supervise staff and oversee projects
Responsible for maintaining technician schedules and ensuring coverage at all sites
Ensure team is tracking all requests and issues through Zendesk/JIRA ticketing
Ensure that the correct information is being logged in all tickets
Provide data to aid FTE in delivering specific reporting metrics
Monitor AV Ops ticketing queue and ensure all tickets are resolved in a timely manner
Intake projects from client and oversee teams progress and completion
Responsible for quality control (Tickets, sweeps escalations, and room maintenance)
Work directly with client on equipment orders
Coordinate MAC requests (moves, adds, changes) and ensure completed to client standards
Coordinate and support AV installation requests
Coordinate onsite event support and meeting kickoffs for Ops techs
Maintain agreed upon service level agreements
Provide Milestone and the client with any updated program changes
Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
Review change order requests and lead all Quarterly business reviews with the client
Ensure that performance evaluations of all staff are completed according to the Personnel Manual
Determine the need for travel and training of all employees
Manage the merit performance process
Ensure staff training takes place and compliance can be reported