MAJOR ACCOUNTABILITIES include the following. Other duties may be assigned.
Executive Leadership - Lead the execution of organizational strategy through the effective alignment of operational resources, infrastructure, systems, and services.
- Establish operational priorities, performance expectations, and service standards that support organizational objectives and customer commitments.
- Direct the performance of the organization's operational portfolio and ensure operational capabilities support current and future business requirements.
- Evaluate operational performance and implement strategies that improve organizational effectiveness, service delivery, customer satisfaction, and operational efficiency.
- Advise the Chief Executive Officer and executive leadership team on operational risks, opportunities, investments, and organizational capabilities.
- Ensure operational disciplines function as an integrated enterprise that supports business continuity, organizational readiness, and long-term organizational success.
Event Delivery and Guest Experience - Provide executive leadership for event delivery and guest experience functions and ensures the successful execution of conventions, meetings, exhibitions, entertainment events, and other organizational activities.
- Establish operational strategies and service standards that support exceptional customer experiences and organizational performance.
- Ensure operational resources, technologies, personnel, and support services are aligned to meet customer expectations and contractual obligations.
- Promote cross-functional collaboration and operational integration throughout the event lifecycle.
- Support organizational growth through operational excellence, customer retention, and service innovation.
Campus Readiness and Public Safety - Provide strategic direction and oversight for organizational readiness functions, including public safety, emergency management, and campus logistics.
- Ensure the organization maintains the operational capability necessary to support a safe, secure, and resilient environment for employees, guests, exhibitors, clients, and visitors.
- Direct enterprise preparedness, emergency response, business continuity, and incident management strategies.
- Maintain strategic relationships with public safety agencies, emergency response organizations, and regulatory authorities.
- Ensure compliance with applicable safety, security, emergency management, and regulatory requirements.
Facility Operations and Infrastructure - Provide executive leadership for facility operations, facilities services, sustainability initiatives, infrastructure management, maintenance operations, and asset stewardship functions.
- Ensure facilities, infrastructure, and operational assets support organizational objectives, customer commitments, and business continuity requirements.
- Direct organizational efforts to maintain safe, functional, efficient, and guest-ready facilities.
- Supports capital planning and infrastructure investment initiatives that enhance organizational performance and long-term operational capability.
Financial Stewardship and Organizational Effectiveness - Oversee the financial performance of assigned operational functions and ensures responsible stewardship of organizational resources.
- Identify opportunities to improve operational value, efficiency, and return on investment.
- Ensure operational decisions support both short-term performance and long-term organizational sustainability.
- Develop organizational capacity through succession planning, leadership development, workforce planning, and talent management strategies.
- Foster a culture of collaboration, innovation, accountability, and service excellence.
- Serve as a champion for organizational change and operational transformation initiatives.
Knowledge, Skills, and Abilities - Extensive knowledge of convention center, venue, exhibition, event, hospitality, or destination management operations.
- Strong understanding of MICE industry trends, business models, customer expectations, and operational best practices.
- Demonstrated ability to lead complex operational environments with multiple stakeholders and competing priorities.
- Strong financial, analytical, and business acumen.
- Exceptional leadership, communication, negotiation, and relationship-building skills.
- Ability to lead organizational change and continuous improvement initiatives.
- Strong crisis management, problem-solving, and decision-making capabilities.
ACCOUNTABILITIES FOR SUPERVISION - Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions.
- Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary.
- Provide leadership, direction, and accountability for senior operational leaders and department heads.
- Build a high-performing culture focused on collaboration, innovation, service excellence, and continuous improvement.
- Establish performance goals and operational metrics for departments and leadership teams.
- Support succession planning, leadership development, workforce planning, and employee engagement initiatives.
Core Competencies - Executive Decision Making
- Customer Experience Leadership
- Facility and Infrastructure Management
