Senior Director of Complex Operations

BJCC•Birmingham, AL

About The Position

The Senior Director of Complex Operations will lead, direct, manage, supervise, and coordinate the activities and responsibilities of the BJCC s event services and operations divisions within the Birmingham Jefferson Convention Complex (BJCC). The BJCC s ownership and oversight consists of: Protective Stadium Legacy Arena Two performing arts halls of 3,000 seats and 1,000 seats Convention Center with 340,000 square feet of exhibit, convention and meeting space Sheraton Birmingham Hotel Westin Birmingham Hotel Uptown Entertainment District Form Building (10-story office tower) City Walk BHAM (32-acre public space) Coca Cola Amphitheater (built and owned by the Authority, managed by Live Nation) The Senior Director of Complex Operations oversees the event services and operations divisions which consists of event management, event logistics and setup/conversions, public safety, parking, custodial and contract oversight to the providers of food and beverage/catering services, audio visual services, IATSE and other theatrical and stage labor organizations and event staffing providers. This position will also be responsible for the effective coordination of all operating and support departments and assigned activities with other divisions, departments, internal (vendor) partners and outside agencies; and to provide highly responsible and complex administrative support to the Executive Director & CEO. This position is responsible to maintain a superior level of customer service and effective relationships with all clients and internal partners, development of policies, procedures, and programs for achieving the customer experience and operational goals set by the Executive Director & CEO and providing the highest level of management, integrity and service to clients and the general public by performing the following duties personally or through subordinates.

Requirements

AGM or GM from a public assembly facility, preferably a convention center, arena or stadium with a minimum of ten (10) years increasingly responsible experience in venue management, including at least five (5) years within the senior executive level of administration with responsibility in the areas of event management, operations, third party vendor and contract management.
Bachelor s degree from an accredited college or university with preferred course work in facility management, business administration, public administration or a related field.
Valid State Driver License.
Ability to strategically and critically think, use good judgment, problem solve, plan and coordinate programs.
Exceptional leadership skills and strategic decision-making skills.
Ability to think creatively and practically to develop execute and implement business strategies.
Ability to coordinate actions of multiple departments to ensure smooth operation of events.
Knowledge of the essential operational characteristics such as services and activities of convention center sales, event services and operations programs.
A comprehensive understanding of financial management of convention centers from both the revenue and expense perspectives.
Knowledge of the principles and practices of facilities management, program development and administration.
Ensures organization and management practices are applied to the analysis and evaluation of programs, policies and operational needs.
Extensive knowledge of modern and complex principles and practices of the convention/trade show industry, services program development and administration, public administration theory, principle and practices and their application to a wide variety of convention center operational programs.
Practical knowledge of architectural and construction techniques, principles of real estate, general law, leasing and fiscal planning.
Knowledgeable in pertinent legal and contract requirements, principles and practices of municipal budget preparation and administration.
Skilled in employment relations, supervision, training and performance evaluation.
Knowledge of pertinent federal, state and local laws, codes and regulations.
Extensive knowledge of industry processes and standards of direct sales experience in a hotel, convention center, arena or large public facility or leading sales and services from a destination marketing organization from major convention destination.
Knowledge of computerized software and programs associated with the work/industry and electronic ticketing software (Ticketmaster preferred).
Experience working with Feld Entertainment, AEG Live, Live Nation, and other concert and family show promoters.
Maintains peak performance levels under pressure and in a dynamic work environment.
Ability to oversee and participate in the management of a comprehensive convention center sales and event services program.
Proficient ability to oversee, direct and coordinate the work of lower-level staff; select, supervise, train and evaluate staff.
Ability to participate in the development and administration of division goals, objectives and procedures.
Adept in preparing and administering large program budgets with the ability to prepare clear and concise administrative and financial reports.
Ability to provide administrative and professional leadership and direction to the Services Division of the BJCC.
Demonstrates the ability to analyze problems, identify alternative solutions, project consequences of proposed actions and implement recommendations in support of goals.
Must be able to research, analyze, and evaluate new service delivery methods and techniques.
Ability to interpret and apply federal, state, and local policies, procedures, laws and regulations.

Nice To Haves

Industry certification(s) strongly preferred: IAVM Certified Facilities Executive (CFE), graduate of Oglebay s Venue Management School (VMS) and/or Graduate Institute (VMS-GI), Certified Meeting Professional (CMP) and/or Certified in Exhibition Management (CEM).

Responsibilities

Assumes management responsibility for all services and activities of the BJCC s operations division comprised of event management, event logistics and setup/conversions, public safety, parking, custodial and contract oversight to the providers of food and beverage/catering services, audio visual services IATSE and other theatrical and stage labor organizations and event staffing providers.
Plans, directs, coordinates, and reviews the work plan for assigned complex teammates; assigns work activities, projects, and programs; reviews and evaluates work products, methods, and procedures; meets with staff to identify and resolve problems.
Participates in the development and administration of the annual budget; participates in the forecast of funds needed for staffing, equipment, materials, and supplies; monitors and approves expenditures; implements adjustments.
Manages revenues and ensures a balanced variety of events through selling, negotiating and finalizing group and entertainment event license agreements, act as support and oversight to sales personnel regarding major group business prospects and entertainment business prospects.
Maintains excellent relationships with hotel partners.
Administers facility contracts; monitors and ensures compliance with contract provisions; administers other vendor and service company contracts including but not limited to: concessions and catering services, event staffing, contract security, audio visual and rigging services.
Participates in site tours and other operational activities that support the efforts of the Sales and Marketing division in maximizing revenue opportunities for the BJCC.
Provides responsible staff assistance to the Executive Director & CEO; conducts a variety of organizational studies, research and benchmarking efforts, and event related competitive market studies; recommends modifications to convention center programs, policies, and procedures as appropriate.
Establishes and maintains quality assurance audits to ensure consistent service delivery across all venues, including event execution, facility readiness, emergency preparedness, and guest experience.
Champions continuous improvement initiatives, using data and post-event analytics to proactively drive operational enhancements.
Attends and participates in professional group meetings; maintains awareness of new trends and developments in the field of convention center, stadium, arena and services operations; incorporate new developments as appropriate.
Directs staff to ensure a smooth, efficient transition of clients following contracting through event completion.
Ensures that the responsibilities, authority and accountability of all direct reports are defined and understood. Evaluates performance of direct reports for compliance with established policies and objectives of the department and contributions in attaining objectives.
Manages and participates in the development and implementation of goals, objectives, policies, and priorities for assigned programs; recommends and administers policies and procedures.
Monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures; recommends, within departmental policy, appropriate service and staffing levels.
Selects, trains, motivates and evaluates personnel; provides or coordinates staff training; works with employees to correct deficiencies; implements disciplinary and termination procedures.
Maintains, at all times, high standards, positive attitude, and business professional appearance.
Understands the organizational mission, structure, facilities, policies, rules, regulations, procedures, programs, services, etc., to ensure a comprehensive strategic approach to sales and operations efforts.
Meets deadlines, defines, measures and evaluates sales initiatives and program results.
Prioritizes and sets deadlines for one s own work and work of team members.
Responds to customer inquiries and resolves difficult and sensitive complaints; thinks and acts critically, creatively and strategically.
Develops, maintains and enhances a positive and effective image of the BJCC through relationship building with guests, clients and industry partners.
Effectively communicates in writing and orally, listens, speaks and interacts in a tactful and persuasive manner.
Serves as a liaison for the Convention Center Sales and Services Division with other divisions, departments, and outside agencies; negotiates and resolves significant and controversial issues.
Leads the review of post-event client surveys, ensuring responses are analyzed and corrective actions are implemented across operations, public safety, and event services.
Represents the facility at meetings, trade shows, and conferences for events, sponsorships, community outreach and appropriate related industry groups as requested by the Executive Director and CEO.