Director, Client Operations

confidential; United States; On-site; USD 120,000 - 190,000; Full time

Job summary

The iLUKA Collective is seeking a seasoned Director of Client Operations to lead planning and execution of all operational functions for a dedicated client programme at global sports events. You will oversee Transport, Logistics, Ticketing, IT/Infrastructure and Accommodation, coordinating pre-Games and Games-time activities with stakeholders and providers.

You will work closely with the Client Services Director to develop robust contingency plans, manage budgets, and ensure exceptional guest

Qualifications

• Operational planning experience in Olympic Games or mega events.
• Senior management experience in large-scale events.
• Proven experience in transport/logistics management for complex programs.
• Excellent organizational skills and ability to manage multiple deadlines.
• Strong written and verbal communication, with client liaison experience.

Responsibilities

• Develop a robust operations plan for all client programme functions and manage execution during the event.
• Create and manage project timelines with accuracy and updates.
• Collaborate with Client Services Director on proposals, rate cards, and Games-time support.
• Coordinate with Creative Services and Production on requirements, costs, and timelines.
• Organise and execute events for the client programme and monitor budgets and reconciliations.
• Lead on-site operations, ensuring timely, safe, and high-quality service delivery.

Skills

Operational planning

Mega events

Transport management

Budget management

Client liaison

Team leadership

On-site operations

Job description

The iLUKA Collective is a specialised agency, developing and delivering coordinated strategic activations for sponsors and other stakeholders at global sports events. We are experts in executing cutting edge event hospitality experiences born from intelligent strategic direction. Our heritage is big events for big companies looking for strategic and measured solutions which focus on creating unforgettable experiences for stakeholder’s integral to sponsors success. Our experience working with Sponsors, Organising Committees, International Sporting Federations, Governing Bodies and City stakeholders enables us to develop our clients sponsorship story to ensure that activations maximise the communication of their messages as well as guide global teams and their local markets through the unique complexities of delivering effectively at global sports events. Working at The iLUKA Collective is a unique experience, we take people seriously, hospitality is about people, it is our people that drive the difference. We work with talented people from around the world who are renowned for their hard work and industry expertise, we are defined by our passion for sport, hospitality and creativity. The Director, Client Operations is responsible for planning and delivering the operational functions for a dedicated client programme. These areas include Transport, Logistics / Fulfilment, Ticketing and IT / Infrastructure and Accomodation. The role will ensure outstanding levels of service and adherence to guest care procedures. Working closely with the Client Services Director, functional heads, stakeholders and providers, the Director, Client Operations will coordinate the programme’s pre-Games and Games time operations and develop robust contingency plans.

Key Responsibilities

• Develop a detailed and robust operations plan for all functional areas within the client programme and manage its execution during the event.
• Develop and manage project timelines, ensuring they remain accurate and up to date.
• Work closely with the Client Services Director on client proposals, rate card development and Games time support.
• Collaborate with Creative Services and Production on programme requirements, costs and timelines.
• Organise and execute Same Page events for the client programme.
• Coordinate white paper deliveries for the programme’s operational functions.
• Contribute to transport and operations consultancy requirements relating to the client programme.
• Coordinate local office seating plans and equipment inventories for the programme team.
• Support the development of functional tools that enhance client service and improve operational efficiency and programme margins.
• Create purchase orders and approve expenses within agreed authority levels.
• Develop strong collaborative relationships with all stakeholders involved in delivering a safe, timely and consistent service to the client.
• Plan and manage onsite operations, establishing effective operational and communication systems.
• Manage the programme’s operational functional teams, supporting them throughout the project and resolving issues.
• Approve and implement daily schedules and effectively manage changes throughout the planning and onsite phases.
• Contribute to training module development to ensure operational functions are aligned across the programme.
• Develop the programme’s operational manual, ensuring the team has access to relevant company policies, procedures and event information in one location.
• Plan and attend site visits and client meetings.
• Lead by example to ensure all functional heads deliver outstanding customer service.
• Monitor team morale and dynamics and take appropriate action where necessary.
• Ensure the programme’s operational activities are delivered within agreed budgets.
• Monitor and approve functional area reconciliations.
• Manage post-event reconciliation
• Support the development of proposals and further opportunities within the client account.
• Deliver operational workshops to relevant committees, stakeholders and client teams.
• Provide programme updates and contribute to operational decision making with the senior leadership team.
• This is not an exhaustive list, and the role may be required to support other activities relevant to the successful delivery of the client programme.

Skills, Knowledge, Expertise

• Demonstrate operational planning and experience in an Olympic Games
• Proven experience in senior position in Mega Events
• Proven Experience in Transport
• Excellent organisational skills
• Strong time management skills with ability to meet strict deadlines
• Excellent relationship management and negotiation skills
• Strong written and verbal communication skills
• Excellent client liaison skills
• Previous OCOG experience in a managerial operations position would be an asset
• Ability to delegate effectively and a willingness to lead by example
• Advanced computer & budgetary skills

Attributes

• High energy, comfortable working potentially long hours in a demanding but rewarding and friendly environment
• Flexible, enthusiastic, confident, outgoing
• Willing to roll sleeves up and get involved
• Passionate about sport, hospitality and delivery
• Able to work in a calm, kind and professional manner in a pressured environment
• Ability to prioritise a demanding workload