This is a remote, home office based position supporting the Washington, DC/Baltimore region. Onsite attendance in the region for assigned events and shows is required.Position OverviewThe I&D Services Operations Manager proactively manages and coordinates all operational aspects of show site I&D operations, including overseeing logistics, rigging, freight, electrical, and decorating as it pertains to I&D projects. This individual delivers of the highest level of hassle-free customer service in the most efficient manner possible.
Responsibilities- Proactively develop and manage project action plans for all assigned I&D projects.
- Ensure project margins are met or exceeded.
- Supervise Local I&D Operations Team on assigned jobs from "Job Launch Meeting" through post-show process.
- Attend or Lead the "I&D Job Launch" and "I&D Show" Meetings where applicable.
- Attend 10 & 2 Show meetings where applicable.
- Work with the other team members as needed to ensure I&D labor quality.
- Alongside Senior Ops Manager, review and approve labor calls and staffing plans to ensure alignment with the project action plan, the estimator budget, and service requirements.
- Manage union labor on assigned projects.
- Work with GES tradeshow to determine labor call were applicable
- Union leads and foreman
- Address any issues that arise while on the show floor.
- Track performance metrics.
- Implement I&D Operations SOPs.
- Proactively develop and recommend process improvements to the I&D DOO and SOM team
- Ensure accurate show site record keeping in order to capture all LOB revenue.
- Provide training to I&D Coordinators where necessary to standardize billing practices and the documentation of materials, labor, and rental equipment.
- Complete other tasks as assigned by the Sr. Operations Manager.
Customer Satisfaction
- Operations Manager will serve as the forward-facing customer service representative when the AE or AM is not available.
- Review client surveys to understand areas of excellence and areas for improvement
- Review client surveys to understand areas of excellence and areas for improvement.
- Work with I&D Operations Team to further understand GES shortcomings and look for areas of improvement.
- Serve as the point person regarding all customer property management procedures.
- Ensure customer property is tracked from city to city and that work orders for storage and refurbishment are filled out.
I&D Related Loss Prevention Management
- Ensure compliance with OHSA, DOT and safety requirements.
- Participate in grievance processes and contract negotiations when needed.
QualificationsWe understand the importance of transferable skills and a diverse perspective, so if you do not fit all these requirements, we still want to hear from you and encourage you to apply!
- College degree or equivalent level of industry experience preferred
- Three (3) to seven (7) years in an operational environment
- Prior supervisory/management experience within a unionized environment preferred
- Demonstrated leadership capacity with successful experience leading a team.
- Ability to manage across a region.
- Successful experience managing in highly complex environments with multiple stakeholders, both internally and externally.
- Demonstrated labor relations management experience.
- Travel may be required. 10-15% depending on regional show schedule.
Attributes- Strong interpersonal skills in order to lead operations teams
- Results-oriented, with a focus on project efficiency
- Excellent organizational and communication skills
- Proven verbal and written communication skills
- Detail-oriented
- Action-oriented
- Strong customer service skills.
- Strong communication skills.
- Customer service focused
Benefits - Remote Environment
- Full Benefits Package
- 401K Vesting Immediately
- Psychological Safety
- Diversity, Inclusivity and Belonging Culture
- Employee Led Resource Groups
- Spiro• YOU Professional Development & Learning Programs
- Employee Events
Our Process Our interview process is hand crafted to our roles. In general, you can expect to have an initial phone interview with our talent acquisition team and thereafter video interviews with team members and your future manager. We welcome candidates to view our social medial channels and website to extend the conversation beyond the responsibilities of the role. Once you have completed the interview process, we conduct a criminal background check, where applicable by law.
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