Enterprise Meetings & Events Operations Lead

American Express Global Business Travel; Concord (NH); On-site; USD 82,000 - 152,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning and development

Job summary

American Express Global Business Travel is seeking a Studio Operations Manager to lead a dedicated Experience Studio team serving one enterprise client. You will own resourcing, quality, and reporting across the client’s calendar of meetings and events and serve as the daily contact for the client's event leadership.

You will manage a cross-functional team of senior producers, planners, and coordinators, ensure delivery against the statement of work, and drive governance, budgeting, and risk

Qualifications

• Ten or more years in corporate meetings and events, with at least five years leading a dedicated client team.
• Direct leadership of ten or more planners working inside a client's systems.
• Experience running delivery under a client statement of work.
• Portfolio scale: dozens of programs a year with budgets above $1 million.
• Working knowledge of venue sourcing, contracts, budgets, registration, onsite delivery, and trade shows.
• Resource and capacity planning skill to forecast workload and staffing.
• Executive client presence to lead business reviews.
• People leadership and performance conversations.
• Strong command of Cvent and enterprise tools; reporting.

Responsibilities

• Lead the dedicated account team, including a Senior Event Producer, a Senior Sourcing Manager, Senior Event Managers, Event Managers, Attendee Experience Coordinators, and a trade show team, with direct responsibility for hiring, assignments, performance, development, and coverage across the program calendar.
• Serve as the daily contact for the client's event leadership, so they always know how the portfolio is performing, where the risks sit, and which decisions are waiting on them.
• Own delivery against the statement of work: service levels, scope, and the quality of every program the team touches.
• Run resourcing across the full calendar, matching people to programs, balancing concurrent workloads, bringing in peak support from the wider Experience Studio, and recommending staffing changes as the client's needs evolve.
• Own the governance rhythm with Account Management, including monthly reviews and the 90 day and six month reviews, with performance, volume, and savings data the client can act on.
• Own account reporting, including the event by event activity and cost reporting the client uses to allocate spend across its business units.
• Set the quality standard for each function and audit against it: sourcing contracts and documented savings, budgets and reconciliations, registration builds, planning files, and onsite delivery.
• Take every escalation the program leads cannot close, whether supplier, budget, or stakeholder, and bring the client a resolution or a recommendation, onsite at flagship programs when needed.
• Establish how the team works inside the client's environment: onboarding onto client systems, including its Cvent instance, clean handoffs between sourcing, planning, attendee experience, and onsite, and the data, privacy, and brand standards everyone is held to.
• Partner with the Head of Event Operations on account planning, scope management, staffing forecasts, and change requests, and raise scope creep, risk, and resourcing gaps early with a recommendation attached.

Skills

Client team leadership

Program governance

Resource & capacity planning

Executive client presence

Budget management

Stakeholder management

Cvent

Staff development

Travel industry knowledge

Education

CMP or CMM

Tools

Cvent

Enterprise project tools

Job description

American Express Global Business Travel is seeking a Studio Operations Manager to lead a dedicated Experience Studio team serving one enterprise client. You will own resourcing, quality, and reporting across the client’s calendar of meetings and events and serve as the daily contact for the client's event leadership.

You will manage a cross-functional team of senior producers, planners, and coordinators, ensure delivery against the statement of work, and drive governance, budgeting, and risk