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Coordinator, Business Operations – Itinerary

4 months ago

Raleigh, North Carolina, United States teamworkonline Full time

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

The Role and What You'll Do:

Coordinator, Itinerary & Fulfillment Operations will support in the database management & Itinerary change process for On Location's guests. This includes communication with internal program teams for verification of all change data, as well as providing periodic status reports to a variety of function areas. The coordinator will be responsible for supporting the integrity and accuracy of the On Location Olympic and Paralympic Itinerary & Fulfillment inventory. Work closely with the Ticketing, Product Hospitality, Product Operations & Technology, and Sales teams to name a few. This entry-level position will include following clear processes for handling changes and ensuring efficient management and execution of itinerary and fulfilment changes.

The Role and Duties

  • Assist with development and set-up of the Itinerary & Inventory Fulfillment Operations to support On Location Hospitality Olympic & Paralympic Guests receiving dynamic, accurate itineraries, with accurate inventory management foundation.
  • Follow established workflows & key steps required when changes are made
  • Support management of Inventory Fulfillment and Itinerary changes for assets such as Transport, Accommodations, Gifting, Special Event, Tours
  • Identify efficient and integrated workflows to facilitate data management across multiple platforms.
  • In conjunction with Fulfillment System owners & Guest Database Managers, assist with the evolution of workflows and processes to establish clear ways of working and audible tracking of changes
  • Assist with the development, set-up, and calibration of systems for tracking changes of inventory and itinerary changes
  • Work closely with the database managers to create an agile and responsive process
  • Assist with last minute guest changes that need to be reflected in our inventory and itinerary systems.
  • Monitor status of incoming changes
  • Generate reports from On Location a systems when requested.

Key Skills

  • Forward planning and time management.
  • Relationship management and communication. You will be required to work with several stakeholders including clients, guests, On Location database, communication, and program managers and other On Location departments, therefore you will be able to build excellent working relationships and will be able to communicate complicated and urgent operational issues effectively.
  • Data management and Excel skills. You will have experience working with databases and event planning software – or the equivalent of. You will also have excellent Excel skills so that you can manipulate and create Excel reports where needed.
  • Attention to detail and process driven. The Itinerary & fulfillment operations for the Olympic and Paralympic Games requires the management of thousands of record items, and guest names, you will have excellent attention to detail and follow quality control processes that ensure the right guests always have the tickets– even when last minute changes are made.
  • Adaptability and problem solving. Events can be unpredictable and fast moving; you will be able to adapt to changing requirements and circumstances under pressure. You will also be able to solve complex problems and or escalate challenges to senior management to take the right course of action as required.
  • Operational and logistical awareness. You will have experience or knowledge of the operational and logistical considerations required to resolve issues for clients and guests during the event. This may include calculating travel times, problem solving for guests at venues, and generally applying pragmatic operational common sense to facilitate solutions.
  • Preferred: Inventory management. You will have experience with inventory management, including allocating, stock control and seat assignments.
  • Preferred : Familiarization with Olympic Games schedule and operating city which you will use to help solve ticketing, seating and operational challenges and questions.
  • Develop a clear understanding of the Hospitality Programme, the guest journey and the data required
  • Together with other teams, manage program elements such as, asset management, guest registration, itinerary management, reporting.
  • Work with the relevant internal teams to configure, implement, and manage the itinerary platform.
  • Communication with all relevant parties any itinerary changes as necessary
  • Manage all commercial guest data within On Location's system to ensure all data is accurate and current.
  • Develop processes and procedures and liaise with the Database teams to ensure all reports/information communicated as necessary.
  • Provide the relevant reports to On Location operational departments.
  • Adhere to General Data Protection Regulation (GDPR) and other event location Data Regulations
  • Devise effective communication system is in place to notify guests & team of any program changes.
  • Support the Itinerary & Fulfilment Operations team with organizational and administrative tasks.
  • Maintain a working knowledge of the complex needs of our deliverables.
  • Perform daily intersystem audits to maintain the integrity of the data
  • Assist in creating and maintaining new processes that identify opportunities to streamline procedures that directly impact productivity
  • Assist in the specification of itinerary management functionality required in systems for the efficient and accurate allocation and tracking of itineraries and inventory
  • Cultivate a working knowledge of all events/services to provide appropriate technology & process development support as it relates to event needs.
  • Apply critical thinking to resolve internal and external issues regarding Inventory Management System(s) and other internal workflow processes.
  • Follow documented processes for operational accountability (e.g., checklists, quality assurance tests, project management) that the fulfillment opeartions team adhere to
  • Apply critical thinking to resolve internal and external issues regarding Itinerary management & fulfillmen
  • Collaborate with teams on process development and workflow builds to establish efficiencies and consistencies in Olympics team ways of working.

Other Duties & Responsibilities

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice. and all team members will be expected to contribute to any other aspects of the business, as necessary.

Travel

Travel to operational offices when required. Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays. International travel may be required. Expected travel may range from 10-15% annually.

QUALIFICATIONS

To perform this job successfully, the candidate must be able to perform each essential duty above at the highest levels. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Education and/or Experience, Knowledge, Skills, and Abilities:

You'll Have These:

  • Excellent computer skills with high proficiency in the Microsoft Office suite (excel, PowerPoint, Outlook, SharePoint)
  • Experience managing guest registration/database or event logistics.
  • Strong organisational and time management skills, with the ability to multitask and manage concurrent priorities.
  • Strong customer service ethic
  • Excellent verbal and written communication skills (French & English)
  • Bachelor's degree in Business Management, Project Management, Technology, Business Operations or a related field, or equivalent experience preferred.
  • Strong organizational and time management skills, with ability to multi-task and manage concurrent priorities and meet deadlines.
  • Fluent in English
  • High level of attention to detail with respect for working in-line with agreed procedures
  • Comfortable working under high pressure in a fast-paced work environment
  • High comfort level working within a fast-paced, remote, and distributed team environment
  • Keen attention to detail and a commitment to understanding the broader project objectives.
  • Ability to remain calm and focused in a fast-paced environment, with a willingness to take on new challenges
  • Ability to work collaboratively within a large team.
  • Proactive in identifying areas where support can be provided in order to meet deadlines
  • Exceptional interpersonal skills – a collaborative style and ability to communicate effectively at all levels with strong oral, written, and presentation skills.
  • Excellent situational analysis and decision-making skills.
  • Flexible, enthusiastic, confident, outgoing
  • Supports database performance by monitoring, evaluating, and resolving processing and programming problems.
  • Provides technical support to employees.
  • Talent Type: Independent
  • Eagerness to collaborate and contribute positively to the team's objectives.
  • Solution oriented, entrepreneurial mindset.
  • A collaborative mindset and the ability to work effectively within a team.
  • Experience with proprietary and 3rd party system development related to point-of-sale solutions, product & inventory management, and data analytics.
Preferred Education and/or Experience, Knowledge, Skills, and Abilities:

We'd Love If You Also Have These:

  • Fluent in French & English
  • Experience in event logistics, or ticketing for large-scale global events or hospitality programs.
  • A bonus if your experience includes:
    • API development
    • Data extraction/ETL workflows
  • Enthusiasm for learning and adapting to new tools and technologies.
  • Exposure to or interest in learning about inventory, ticketing systems and reports
  • Management Information Systems degree
Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices. Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.