Onsite Operations Lead — Events & AV

Encore Global; Arlington, Northern (VA, KY); Hybrid; USD 31,000 - 41,000; Full time

Job summary

Encore Global in Arlington, VA is seeking an Operations Supervisor to lead floor operations, manage a technical team, and ensure outstanding customer satisfaction. You will support on-site operations, provide staff development, and uphold Encore’s service standards.

The role emphasizes coordinating event logistics, training technicians, and maintaining equipment to high standards. A background in hospitality or customer service with AV experience is preferred.

Qualifications

• Bachelor’s degree is preferred.
• 3-5 years of customer service or hospitality experience is preferred.
• 3-5 year of audio-visual experience is required.
• External applicants must meet/validate and achieve/complete all training and certifications required for this position, within 60 days of start date.
• Knowledge of technical theory.
• Advanced problem-solving skills.
• Experience leading workflow and team members.
• A valid driver’s license is required for team members in positions that may operate Company vehicles.
• Additional DOT requirement may need to be met if applicable.
• Must be able to lift 50 lbs.

Responsibilities

• Organizes the daily floor activities to ensure the timely set up, refresh and removal of equipment.
• Directs the workflow of technicians and assists management with suggestions for operational efficiencies to venue management and Workforce.
• Ensures flowsheets are updated and properly completed.
• Works with team to establish coordinated communications for the management of events.
• Attends venue meetings as needed (examples: daily banquet event order meetings, pre and post conferences).
• Provides excellent service and strives to exceed the expectations and needs of internal and external customers by following and upholding Encore’s Service Standards and Operational Excellence through the modeling of proper behavior and adherence to Encore procedures.
• Maintains a positive relationship with all clients through effective communication.
• Meets with guests on site to ensure that their needs are met, and the equipment setup is working properly.
• Monitors events and checks in on customers throughout the day.
• Assists in training technicians on all floor activities.
• Assists in training technicians on the venue’s operational standards and Encore’s service and operational standards.
• Serves as a mentor for new hires by providing guidance and understanding of the technician career journey.
• Models and reinforces a positive working environment centered around company values.
• Responsible for accurate and timely setup, operation, and breakdown of intermediate audiovisual equipment.
• Troubleshoot technical issues and resolve problems quickly as they arise.
• Complies with all Company security and safety measures.
• Ensures equipment is secure from theft and/or damage when in use.
• Performs preventative maintenance on equipment to keep it presentable and in good working condition.
• Leads the team in proper security, storage, transportation, and maintenance of equipment.
• Participates in physical inventory count processes as requested.

Skills

Customer service

Hospitality

Team leadership

Communication

Problem solving

Education

Bachelor’s degree preferred

Tools

Audio-visual experience

Job description

Encore Global in Arlington, VA is seeking an Operations Supervisor to lead floor operations, manage a technical team, and ensure outstanding customer satisfaction. You will support on-site operations, provide staff development, and uphold Encore’s service standards.

The role emphasizes coordinating event logistics, training technicians, and maintaining equipment to high standards. A background in hospitality or customer service with AV experience is preferred.