Experience Studio Operations Lead (Client Programs)

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

Benefits offered by this job

Flexible benefits

Travel perks

Skills development & learning

Inclusion groups

Job summary

The Studio Operations Manager at Amex GBT leads a dedicated Experience Studio team serving a single enterprise client. You own resourcing, quality, and reporting across the calendar of meetings and events, acting as the daily contact for the client's event leadership.

You will manage a cross-functional team, ensure delivery against the SOW, and drive governance, budgeting, and performance reviews, while maintaining the highest standards of service and client satisfaction.

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, including service levels, scope control, staffing changes, and business reviews with senior client leaders.
• Portfolio scale: dozens of programs a year at different stages, including multi-day executive programs, audiences of 500+ and budgets above $1 million.
• Working knowledge of every function on the team, from venue sourcing and contract terms through budgets, registration, onsite delivery, and trade shows.
• Resource and capacity planning skill: forecast workload and staffing recommendations.
• Executive client presence: lead business reviews and deliver hard updates.
• People leadership that hires well, sets clear expectations, develops teams, and handles performance conversations.
• Strong command of Cvent and enterprise project and collaboration tools.
• CMP or CMM; experience standing up a new dedicated team from launch; trade show/exhibit program oversight.

Responsibilities

• Lead the dedicated account team, with hiring, assignments, performance, development, and coverage across the program calendar.
• Serve as the daily contact for the client's event leadership and report portfolio performance and risks.
• Own delivery against the statement of work: service levels, scope, and quality of every program.
• Run resourcing across the full calendar, balance workloads, and adjust staffing as needs evolve.
• Own governance with Account Management, including monthly reviews and 90 day/6 month reviews with data.
• Own account reporting, including event-by-event activity and cost reporting.
• Set quality standards and audit sourcing, budgets, registrations, and onsite delivery.
• Handle escalations and bring resolutions or recommendations to the client onsite when needed.
• Ensure onboarding to client systems, data/privacy, and brand standards.
• Partner with the Head of Event Operations on account planning, scope management, staffing forecasts, and change requests.

Skills

Leadership

Event management

Client management

Cvent

Executive presence

Budget management

Staffing planning

Portfolio management

Vendor management

Team building

Education

CMP or CMM

Tools

Cvent

Job description

The Studio Operations Manager at Amex GBT leads a dedicated Experience Studio team serving a single enterprise client. You own resourcing, quality, and reporting across the calendar of meetings and events, acting as the daily contact for the client's event leadership.

You will manage a cross-functional team, ensure delivery against the SOW, and drive governance, budgeting, and performance reviews, while maintaining the highest standards of service and client satisfaction.