Compliance and Quality Assurance Manager

Overview

This strategic and pivotal role is instrumental in achieving excellence in venue management and customer service. It oversees quality and compliance in all operational, managerial, and maintenance facets. Collaborating closely with leadership, various departments, contract partners and key external stakeholders, this position spearheads the development and execution of robust QA/QC programs, conducts thorough audits, maintains certifications, and harnesses data analysis for improvement.

Reporting directly to the Director of Finance, this role drives continuous improvement in asset and revenue management, event operations, and contract oversight. Expertise in hospitality and venue industry standards, coupled with adeptness in internal controls, is indispensable for success in this role.

This role will pay a salary of $85,000 to $95,000.

For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 12 holidays)

job expires 9/5/2024

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Collaborates with MBCC leadership, managers and other contract partners to develop annual and ad hoc reviews of targeted services and generalized focus for quality assurance, control, compliance, excellence in customer service and venue management.
• Audits, researches and provides solutions and strategic insight on MBCC services and procedures.
• Develops recommendations for enhanced control procedures and systems, revenue maximization, cost reduction, efficiency/ effectiveness and overall service improvement.
• Works closely with MBCC leadership and contract partners on developing and maintaining a contract management database that tracks all MBCC contracts with emphasis on supplier quality management, ensuring contract compliance by all appropriate parties.
• Develops and or reviews internal programs, SOPs, policies, procedures, best practices and procedural documentation to ensure compliance while making recommendations in process improvements, continuous advancements, and corrective actions.
• Provides guidance and research results to MBCC leadership regarding best practices, especially among conventions, tradeshow, meetings and events industries, with respect to performance-based contracting, quality control and customer service/ venue excellence.
• Provides market analysis and competitor research.
• Collaborates with various industry associations or local industry partners on research projects as needed.
• Coordinates customer feedback management by developing regular feedback and improvement processes related to MBCC survey data collected by the MBCC.
• Consults regularly with MBCC departments and contract partners regarding potential enhancements to MBCC services, including but not limited to potential new services, capital projects, and assists in preparation of budget proposals required to support such initiatives.
• Manages vendor approval process and performs ongoing vendor and contract partner quality control.
• Assist all departments in obtaining and renewing business and industry certifications including but not limited to LEED, sustainability and energy management, safety/security, ADA/autism, quality standards, and other relevant certifications.
• Audits and provides annual policy updates for the Event Planning Guide (EPG).
• Benchmark MBCC's performance against industry standards and identify best practices in performance-based contracting, revenue management, quality control, and customer service/venue excellence.
• Applies Six Sigma quality improvement methodology and tools to improve business processes and increase efficiency.
• Develop and maintain BI (Business Intelligence) dashboards that provide real-time insights into key performance indicators (KPIs) for MBCC operations, management and maintenance including utilization/occupancy, revenue management, event performance, contract compliance, and customer satisfaction.
• Use data visualization tools to effectively communicate complex data sets to leadership and stakeholders.
• Participate in the development and implementation of a data-driven culture within MBCC.
• Stay up to date on the latest BI trends and technologies to continuously improve MBCC's data analysis capabilities.
• Implement emerging Artificial Intelligence (AI) tools for more efficient automation and analysis.
• Performs other duties and responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES:

This position does not have direct report supervisory responsibilities.

Qualifications

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE:

• Minimum 5+ years of expirience required.
• Bachelor's degree in Business Administration, Facility, Venue or Hospitality Management, Accounting, Finance or other related field with a minimum of three years' experience in Accounting, Auditing or Finance; or equivalent combination of education and experience.
• Master's degree preferred.
• Venue management operations related experience preferred.
• Requires strong understanding of control procedures and audit techniques.
• Six Sigma quality improvement methodology certification or knowledge
• Requires the ability to work in a fast-paced environment, exhibit strong attention to detail and follow-through, negotiation skills, oral and written communication skills, ability to partner effectively with all parties, and the ability to meet deadlines and facilitate the flow of information within the MBCC.
• Candidate must have working knowledge of all state and federal employment-related regulations, including contract law and legal terminology.
• Proficiency in quality management systems, statistical analysis tools, data visualization tools (eg. Excel, Power Bi, Tableau) and regulatory compliance standards.
• Strong analytical skills, attention to detail, problem-solving abilities, and effective communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Sharepoint, Copilot).
• Demonstrate a track record of implementing quality improvement initiatives, conducting inspections and audits, and driving continuous improvement in quality processes and outcomes.
• A well-organized individual who is a team player, possesses excellent communication skills, flexibility, the ability to work in strict confidence, the ability to identify and resolve problems in a timely manner, gather and analyze information skillfully, proven attendance record, and is committed to the MBCC Mission.
• Knowledgeable of all rules and regulation of licensing, accreditations, and any other regulatory bodies
• Must be able to work independently as well as work in a team environment.
• Must be able to prioritize and meet deadlines.
• Extended periods of sitting; occasional standing, walking, bending and lifting up to 15 lbs.

WORK SCHEDULE:

The work schedule of this position typically involves a 5-day work week Monday through Friday; however, this will fluctuate based upon the needs of the community, a project and/or events. All employees in this position are expected to work in person at the Miami Beach Convention Center. However, exceptions or modifications to this requirement may be considered and approved by senior leadership. Must have the ability to remain available 7 days per week, work long and irregular hours that may vary due to functions and may include days, evenings, weekends, and holidays. Some travel as needed

DRESS CODE:

In order to project dignity and decorum expected by the public, appropriate dress and good grooming are expected of all employees.

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the Compliance and Quality Assurance Manager role. Reasonable accommodation can be provided to enable people with disabilities to perform the described essential functions of the Compliance and Quality Assurance Manager role.

While performing the responsibilities of the Compliance and Quality Assurance Manager role, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

WORKING CONDITIONS:

While performing the responsibilities of the Compliance and Quality Assurance Manager role these work environment characteristics are representative of the environment the Compliance and Quality Assurance Manager will encounter. Reasonable accommodation may be made to enable people with disabilities to perform the essential functions of the Compliance and Quality Assurance Manager role. Incumbent works in an office setting with minimal adverse exposure to environmental hazards. The noise level in the work environment is usually quiet to moderate.