Operations Manager

2 weeks ago

New York, New York, United States Travel Leaders Group Holdings LLC dba Internova Travel Group Full time
Job Summary

Travel Leaders Group Holdings LLC dba Internova Travel Group is seeking an experienced Operations Manager to oversee the day-to-day operational functions of the Meetings & Events team. The successful candidate will be responsible for ensuring that all events are executed flawlessly and in alignment with company standards and client expectations.

Key Responsibilities

  • Lead, mentor, and develop a high-performing operations team who will deliver value as strategic partners to clients
  • Oversee recruitment, onboarding, and training of new team members
  • Conduct regular 1:1's and annual performance reviews, provide constructive feedback, and implement professional development plans to enhance team capabilities
  • Foster a collaborative and positive work environment for the U.S. Operations team
  • Manage team schedules, workloads, and resources to optimize efficiency and productivity
  • Address and resolve employee conflicts and issues promptly and effectively


Client Relationship Management

  • Work closely with the Senior Director of Operations to build and maintain strong relationships with key client contacts and event owners
  • Serve as an escalation point of contact for clients, ensuring their needs and expectations are exceeded
  • Address client concerns and issues promptly, working to resolve any challenges that may arise during the event planning and execution process
  • Collaborate with account management teams to identify opportunities to enhance client satisfaction and account profitability
  • Proactively identify opportunities to improve client satisfaction and deliver value-added services
  • Collaborate with the Global Sales Administration team to understand sold event requirements and provide tailored solutions


Operational Excellence

  • Oversee the planning and execution of meetings and events, ensuring projects are completed on time, within scope, and budget
  • Work alongside the Operations Tech Manager, the Support Services Manager, and the Senior Director, U.S. Operations to develop and implement operational policies and procedures to streamline processes and improve service delivery
  • Monitor and analyze operational performance metrics to identify areas for improvement
  • Ensure compliance with all relevant regulations, industry standards, and company policies


Financial and Budgetary Oversight

  • Assist in the management of financials and budgets related to event operations, ensuring that all projects meet or exceed departmental and client goals
  • Monitor event expenses and work with the procurement team to negotiate favorable terms with vendors and suppliers
  • Ensure accuracy in invoicing and financial reporting, closing out projects in accordance with defined timelines and procedures
  • Audit financial records on a monthly and quarterly basis
  • Manage onsite travel director database and contract process


Reporting and Analysis

  • Collaborate with the Senior Director of Operations to ensure accuracy of collected data and with the Global Business Intelligence team to prepare and present regular reports on operational performance, event metrics, and client satisfaction
  • Analyze data to identify trends, challenges, and opportunities for improvement within the operations team
  • Provide insights and recommendations to senior leadership based on data-driven analysis of event outcomes and operational performance


Requirements

  • Bachelor's Degree
  • Minimum of five years experience as a people leader
  • Strong skills in building and maintaining client relationships
  • Excellent ability to manage multiple tasks, prioritize, and ensure deadlines are met
  • Strong analytical skills to identify issues and implement effective solutions
  • Excellent verbal and written communication skills
  • Ability to negotiate contracts and manage vendor relationships
  • Familiarity with Cvent and Smartsheet are nice to have
  • Solutions-based attitude with an aptitude for innovation
  • Ability to travel up to 35% of time
  • Participation in industry organizations / events (i.e. MPI, IMEX, etc)


Benefits

  • Choice of two medical plans and two dental plans
  • Vision insurance
  • Flexible spending accounts (FSAs)
  • Company-paid life insurance and AD&D
  • Optional additional life insurance and AD&D
  • Disability insurance
  • Paid parental leave
  • Paid time off
  • 401k Plan with company match
  • Discounted employee travel options
  • Access to LinkedIn Learning webinars and courses
  • Discounted pet insurance and auto, home, & renters insurance


Equal Opportunity Employer

Travel Leaders Group Holdings LLC dba Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation, and gender identity or any other protected class.



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