OE&G Operations Supervisor

Freeman•Dallas, TX

23h•Hybrid

About The Position

The Operations Supervisor, Exhibitor Support OE&G serves as a key operational leader bridging frontline supervision and senior management. This role is responsible for managing and optimizing workflow streams across the Exhibitor Support department, including the Online Exhibit & Graphics team, the Operations function, and the Third-Party Service Ordering team while driving cross-team collaboration to ensure seamless service delivery. The Operational Supervisor ensures performance targets, customer experience standards, and operational processes align across all channels, while supporting leadership on staffing, training, and continuous improvement initiatives. This position will support our Exhibitor Services team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be located in Dallas, TX; however, we are also open to candidates based out of: Houston, TX Austin, TX San Antonio, TX Orlando, FL

Requirements

Bachelor’s degree in related field of study and/or equivalent work experience
3+ years of customer service and/or contact center experience
2+ years of related leadership or supervisory experience, preferably across multiple teams or functions

Nice To Haves

Experience managing or coordinating third-party vendor or service ordering relationships preferred
Familiarity with QA processes and reporting in a contact center environment preferred

Responsibilities

Manage and optimize daily workflow streams across the Online Exhibit & Graphics team and Third-Party Service Ordering team to ensure accurate, efficient, and timely processing of all customer inquiries, orders, and requests
Monitor channel status, order volume, and agent activity across all teams; proactively reallocate resources to maintain service levels during peak periods
Develop, document, and continuously improve standard operating procedures and workflow processes connecting design, delivery, exhibit operations and third-party ordering
Partner with technology and systems leaders to evaluate and implement tools that enhance workflow efficiency and SLA data insights (Smartsheet & Workfront)
Assist team in processing exhibitor online exhibit, graphic, and third-party service requests as needed
Serve as a primary liaison between the Online Exhibit & Graphics team, Exhibit Operations, Third-Party Service Ordering team, and other internal departments including Regional GAM, Delivery Managers, and Show teams
Facilitate regular cross-functional meetings and communication to align on show requirements, escalation handling, and upcoming volume changes
Coordinate with internal systems teams to validate and test workflow changes in platforms such as OnBase, CP3, ECS, SAP, Citrix (TSS & EMS), SmartSheet, and Passport (Centro)
Work with Exhibitor Support leadership to maintain best-in-class policies, processes, and metrics that drive high levels of customer satisfaction across all workflow streams
Translate exhibitor requirements across internal systems and disseminate information to appropriate departments in a timely manner to ensure successful onsite execution
Work with the Director to communicate changes to policy and procedures to all teams as needed
Coach, inspire, and manage team specialists across multiple workflow streams to ensure consistent performance and a positive work environment
Assist with interviewing, hiring, onboarding, and developing team members following established sales and support training programs
Audit staff performance and ensure department and company policies and procedures are followed
Conduct and support regular one-on-ones, team meetings, and performance reviews; communicate changes clearly and effectively
Work with Director and Manager to create and approve staffing schedules, including event coverage and out of office coverage.
Process, research, and resolve complex exhibitor requirements, inquiries, and complaints to ensure customer retention and satisfaction
Respond to and resolve customer complaints and survey hot alerts with urgency and professionalism
Support the Exhibitor Support leadership team in driving revenue generation, maintaining up-to-date product knowledge, and identifying opportunities for upsell and cross-sell
Maintain the highest level of accuracy, efficiency, and customer service for which Freeman is known