Operations Manager, Event Management (SMM)

Maritz

8d•Remote

About The Position

The Operations Manager, Event Management (SMM) provides centralized leadership for coordinating and executing face-to-face, digital, and hybrid events and programs, ensuring operational excellence and meeting client needs, specifications, objectives, and quality standards. The role works with the event management team and direct reports to maximize contribution margin while balancing customer satisfaction, employee satisfaction, and organizational cost. The position includes team leadership and management as well as event management support for assigned target accounts. It provides coaching and mentorship, supports team development and business initiatives, monitors service-level adherence, manages operational processes, and works with client stakeholders to answer questions and resolve issues. For target accounts, it covers project and experience management, relationship and financial management, workflow and SOP adherence, and operational consistency and quality of client deliverables. This is a remote position and may require travel up to 20% of the time.

Requirements

Bachelor’s degree or equivalent experience.
A minimum of 3–5 years of experience in Meeting, Events, and/or Incentive Travel pre-sale and/or post-sale activities.
1–2 years of proven supervisory and/or leadership experience.
Strong organization, motivation, and communication skills to manage multiple teams.
Ability to interact with all levels of an organization, including internal stakeholders, clients, and partners.
Experience working in events within an HCP environment.

Nice To Haves

Global travel or hospitality industry experience and knowledge.
Understanding of Experience Design and ability to explain how previous events achieved business objectives and guest impressions.
Experience working with and/or exposure to budgets.
Designations such as PMP (Professional Meeting Planner), CMP (Certified Meeting Planner), CIS, CITP, HMCC, or DES certification.

Responsibilities

Provide mentorship and coaching to the team across event management work in all markets and event types.
Coordinate and facilitate regular team meetings and communications.
Identify training and learning opportunities for direct reports and provide ongoing performance coaching, goal setting, and development conversations.
Identify opportunities for return on investment and accurately manage team labor, time tracking, and travel and expense activity.
Ensure timely and accurate travel and expense reporting.
Assist in developing and implementing initiatives that address business goals.
Provide expertise on destinations, hotels, and organization/internal services; monitor and report on service-level agreement adherence.
Interact with client stakeholders to answer questions and resolve issues.
Support new initiatives and processes within the company and Event Management, assist with new employee onboarding, and approve invoices.
Provide Meeting Event Management support for assigned programs, including project and experience management, relationship management, and financial management.
Ensure adherence to workflow processes and manage client standard operating procedures.
Balance event management account project workloads with people management responsibilities.
Oversee target accounts for operational consistency, client deliverables, best practices, and account standard operating procedures.