OE&G Operations Supervisor

The Freeman Company (TFC) Brands; Orlando (FL); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company in Orlando, FL is seeking an Operations Supervisor, Exhibitor Support OE&G to lead workflow management across Online Exhibit & Graphics, Exhibit Operations, and Third-Party Service Ordering, aligning processes with customer experience and performance targets.

This role requires 3+ years in customer service, 2+ years leadership, and a collaborative mindset to improve SOPs, drive staffing plans, and deliver show-site excellence.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 3+ years of customer service and/or contact center experience.
• 2+ years of leadership or supervisory experience, preferably across multiple teams or functions.
• Experience coordinating third-party vendor or service ordering relationships.
• Familiarity with QA processes and reporting in a contact center environment.

Responsibilities

• Manage and optimize daily workflow streams across the Online Exhibit & Graphics team and Third-Party Service Ordering team to ensure accurate, efficient, and timely processing of all customer inquiries, orders, and requests
• Monitor channel status, order volume, and agent activity across all teams; proactively reallocate resources to maintain service levels during peak periods
• Develop, document, and continuously improve standard operating procedures and workflow processes connecting design, delivery, exhibit operations and third-party ordering
• Partner with technology and systems leaders to evaluate and implement tools that enhance workflow efficiency and SLA data insights (Smartsheet & Workfront)
• Assist team in processing exhibitor online exhibit, graphic, and third-party service requests as needed
• Serve as a primary liaison between the Online Exhibit & Graphics team, Exhibit Operations, Third-Party Service Ordering team, and other internal departments including Regional GAM
• Facilitate regular cross-functional meetings and communication to align on show requirements, escalation handling, and upcoming volume changes
• Coordinate with internal systems teams to validate and test workflow changes in platforms such as OnBase, CP3, ECS, SAP, Citrix (TSS & EMS), SmartSheet, and Passport (Centro)
• Work with Exhibitor Support leadership to maintain best-in-class policies, processes, and metrics that drive high levels of customer satisfaction across all workflow streams
• Translate exhibitor requirements across internal systems and disseminate information to appropriate departments in a timely manner to ensure successful onsite execution
• Work with the Director to communicate changes to policy and procedures to all teams as needed

Skills

Customer service

Leadership

Vendor coordination

Education

Bachelor's degree or equivalent

Tools

OnBase

CP3

ECS

SAP

Citrix

Smartsheet

Passport

Job description

About Us

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

The Operations Supervisor, Exhibitor Support OE&G serves as a key operational leader bridging frontline supervision and senior management. This role is responsible for managing and optimizing workflow streams across the Exhibitor Support department, including the Online Exhibit & Graphics team, the Operations function, and the Third-Party Service Ordering team while driving cross-team collaboration to ensure seamless service delivery. The Operational Supervisor ensures performance targets, customer experience standards, and operational processes align across all channels, while supporting leadership on staffing, training, and continuous improvement initiatives.

This Position Will Support Our Exhibitor Services Team. It Is Eligible To Work a Hybrid Schedule, Generally Requiring Work In-office And/or Show-site 2-3 Days Per Week. The Ideal Candidate Will Be Located In Dallas, TX; However, We Are Also Open To Candidates Based Out Of

• Houston, TX
• Austin, TX
• San Antonio, TX
• Orlando, FL

Essential Duties & Responsibilities

Workflow Management & Operational Oversight

• Manage and optimize daily workflow streams across the Online Exhibit & Graphics team and Third-Party Service Ordering team to ensure accurate, efficient, and timely processing of all customer inquiries, orders, and requests


• Monitor channel status, order volume, and agent activity across all teams; proactively reallocate resources to maintain service levels during peak periods


• Develop, document, and continuously improve standard operating procedures and workflow processes connecting design, delivery, exhibit operations and third-party ordering


• Partner with technology and systems leaders to evaluate and implement tools that enhance workflow efficiency and SLA data insights (Smartsheet & Workfront)


• Assist team in processing exhibitor online exhibit, graphic, and third-party service requests as needed

Cross-Team Collaboration

• Serve as a primary liaison between the Online Exhibit & Graphics team, Exhibit Operations, Third-Party Service Ordering team, and other internal departments including Regional GAM

Delivery Managers, and Show teams

• Facilitate regular cross-functional meetings and communication to align on show requirements, escalation handling, and upcoming volume changes


• Coordinate with internal systems teams to validate and test workflow changes in platforms such as OnBase, CP3, ECS, SAP, Citrix (TSS & EMS), SmartSheet, and Passport (Centro)


• Work with Exhibitor Support leadership to maintain best-in-class policies, processes, and metrics that drive high levels of customer satisfaction across all workflow streams


• Translate exhibitor requirements across internal systems and disseminate information to appropriate departments in a timely manner to ensure successful onsite execution


• Work with the Director to communicate changes to policy and procedures to all teams as needed

People Leadership & Team Development

• Coach, inspire, and manage team specialists across multiple workflow streams to ensure consistent performance and a positive work environment


• Assist with interviewing, hiring, onboarding, and developing team members following established sales and support training programs


• Audit staff performance and ensure department and company policies and procedures are followed


• Conduct and support regular one-on-ones, team meetings, and performance reviews; communicate changes clearly and effectively


• Work with Director and Manager to create and approve staffing schedules, including event coverage and out of office coverage.

Customer Experience & Revenue

• Process, research, and resolve complex exhibitor requirements, inquiries, and complaints to ensure customer retention and satisfaction


• Respond to and resolve customer complaints and survey hot alerts with urgency and professionalism


• Support the Exhibitor Support leadership team in driving revenue generation, maintaining up-to-date product knowledge, and identifying opportunities for upsell and cross-sell


• Maintain the highest level of accuracy, efficiency, and customer service for which Freeman is known

Education & Experience

• Bachelor’s degree in related field of study and/or equivalent work experience


• 3+ years of customer service and/or contact center experience


• 2+ years of related leadership or supervisory experience, preferably across multiple teams or functions


• Experience managing or coordinating third-party vendor or service ordering relationships preferred


• Familiarity with QA processes and reporting in a contact center environment preferred

Travel Requirements

Travel up to 25%

What We Offer

The Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance


• Tuition Reimbursement


• Paid Parental Leave


• Life, Accident and Disability


• Retirement with Company Match


• Paid Time Off

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.