Manager, Media & Entertainment
About The Position
The Operations Manager is responsible for the day-to-day leadership, performance, and continuous improvement of a designated operational function within the Media & Entertainment division. The role acts as a key link between strategic direction set by the Director of Operations and frontline delivery teams, ensuring operational excellence, client satisfaction, employee engagement, and commercial success. This position has accountability for service delivery, operational governance, client relationships, people leadership, resource planning, and continuous improvement initiatives.
Requirements
- Proven experience managing operational teams within a service-driven environment
- Experience leading performance management, coaching, and employee development activities
- Strong stakeholder and client relationship management experience
- Demonstrated ability to manage multiple priorities in a fast-paced environment
- Experience using performance metrics to drive operational improvements
- Experience within travel, media & entertainment, VIP services, hospitality
- Strong analytical and problem-solving capability
- Ability to use data to inform decision-making
Nice To Haves
- Change management or continuous improvement experience is a plus
- Knowledge of industry technology platforms and operational reporting tools is preferred, but not required
- Experience in an Out of Hours Operation is desired
Responsibilities
- Lead the delivery of operational services across assigned accounts and teams
- Ensure achievement of all Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards
- Monitor operational performance, identify trends, and implement corrective actions where required
- Ensure operational readiness for client launches, events, and business continuity requirements
- Act as the primary escalation point for client service issues and operational challenges
- Identify opportunities to enhance the client experience and strengthen retention
- Partner with Account Management, Technology, Finance, HR, and Supplier Relations teams to achieve business objectives
- Lead, motivate, coach, and develop high-performing teams
- Manage operational budgets and resource allocation
- Support business growth, client retention, and commercial initiatives through operational excellence
Benefits
- Flexible working hours
- Work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days
- A compensation package that feels fair to you
- Mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
