Senior Manager

1 month ago

West Des Moines, Iowa, United States ITA Group Inc Full time
Job Title: Sr. Manager - Event Operations

ITA Group Inc is seeking a highly skilled and experienced Sr. Manager - Event Operations to join our team. The successful candidate will be responsible for ensuring the on-site delivery of event operations meets the customer's expectations and program specifications.

Key Responsibilities:
  • Develop a diverse team of Travel Directors to enable ITA Group to confidently staff each program operation with skilled and experienced team members.
  • Serve as an advocate for the Travel Direction department and their remote team members within ITA Group.
  • Collaborate with Event Solution Lines to ensure cross-department alignment on program operations.
  • Communicate with Event Operations Managers on successes and areas for development as program feedback is received.
  • Partner with Air Event Managers on all Travel Director ticketing, change management, and budgets.
  • Maintain availability for emergency situations requiring ITA Group support.
  • Partner to create and facilitate Crisis Management training for all within Event Solutions and the sales organization.
  • Conduct comprehensive one-on-one meetings with direct report team members to understand and assist with their current challenges and recognize successes.
  • Understand each team member's goals and areas for growth, and partner with them on development plans to foster position mastery and growth opportunities.
  • Ensure team members are scheduled in a timely manner for all event operations based on client experience and consistency, position mastery, and leadership opportunities.
  • Collaborate bi-monthly with Event Leadership to remain aligned in goals and identify areas for growth and improvement across the business unit.
  • Work closely with Lead Travel Directors to ensure the entire team understands expectations for all programs and specifics for that individual opportunity.
  • Work closely with Travel Directors to develop best practices and improve efficiencies as it relates to on-site operations.
  • Serve as an internal resource for Events on staffing ratios, staffing suggestions, and best practices for each type of event presented.
  • Represent ITA Group in client meetings, stand-ups, and presentations.
  • Provide quality control of Travel Direction processes and identify areas for continual improvement and enhanced processes.
  • Adhere to ITA Group's Policies and Procedures manual for handling performance issues, coach, discipline, or terminate an employee as appropriate and/or necessary.
  • Provide recognition of team member performance.
  • Provide communication to team members in a concise and timely manner to include policies, procedures, staffing, and miscellaneous.
  • Provide a positive atmosphere for team members to succeed in meeting their individual position accountabilities, resulting in providing excellent customer service.
  • Commit to bi-monthly communication on team member feedback received to ensure timely constructive on-site feedback.
  • Travel on a minimum of two event operations a year to remain current on team needs and challenges, to further support our clients, and to foster team development in person.
  • Utilize the Travel Direction Community Wall by posting recent experiences and reviewing the information shared by other team members.
  • Collaborate with internal Travel Direction leadership on all training elements throughout the year.
  • Monitor the hours of each team member with bi-monthly reporting from May to August.
  • Contribute to monthly communication via the Travel Talk.
  • Manage Travel Direction budgets and areas for growth in this business unit.
  • Serve as the SME for the TD Planner.
  • Ensure all independent contract TDs are 'vetted' by People + Culture.
  • At the request of the Director, Travel Services, support other activities within the business unit and carry out additional responsibilities, demonstrating cooperation and teamwork in accomplishing the goals and objectives of the business unit.
Requirements:
  • Bachelor's degree in Business, Liberal Arts, Communications, or Event Management, or equivalent work experience.
  • Minimum of five years' experience in the group travel industry, with a minimum of three years of supervisory experience.
  • Excellent human relations skills, with the ability to be flexible and sensitive to peoples' needs.
  • Effective interpersonal skills, with the ability to supervise employees, including communicating staff job accountabilities and performance expectations, and to assess and provide performance feedback.
  • Strong communication skills, with the ability to develop and conduct client presentations and training programs.
  • Commit to teamwork in all situations and in providing superior customer service.
  • Proven track record of developing and managing department budget to optimize departmental financial performance.
  • Ability to listen, understand, and respond to external and internal customers' needs in a timely manner, with customer service experience in a service-related industry preferred.
  • Ability to work the time necessary to complete projects or meet deadlines.
  • Ability to maintain confidentiality regarding salary and personnel issues.

ITA Group Inc is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.

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