[Hiring] Senior Manager, Events Operations @Metropolis Technologies

Role Description

The Senior Manager, Event Operations, is responsible for the daily planning, administration, and operations of all projects assigned. They ensure all accounts perform to the standards of Metropolis (GAMEDAY) in accordance with customized operating plans. The Senior Manager demonstrates effective leadership, with a strong focus on:

• Transportation planning and operations (e.g., bus systems, parking and access, and venue management)
• Customer service
• Human resource management (e.g., project teams, independent contractors, temporary labor, etc.)
• Budget management
• Integration of AI-driven tools, the recognition economy, and future mobility solutions within special events

The Senior Manager ensures client retention and growth through implementation of best practices, service delivery, and operational efficiencies while maintaining and improving financial performance.

Responsibilities

What you'll do:

Operational Planning & Delivery

• Work as part of existing GAMEDAY teams to support existing clients & projects.
• Work with clients to define scope of work, set delivery timeline, define project deliverables, and create budget for project operations.
• Identify all existing and potential impacts to assigned projects; make proactive recommendations for improved performance.
• Create and/or contribute to Concept of Operations plans for all projects assigned and update existing operating procedures as needed.
• Ensure operational plans are validated and delivered as described and provide appropriate and timely responses to clients related to any operations issues or challenges.
• Ensure the prompt completion of paperwork for all projects assigned.
• Create and deliver training programs for each project for all staff assigned.
• Compile all After Action Reports and submit them to your Manager for review.
• Provide a mandatory and prompt response to emergency situations during normally scheduled "off duty hours."
• Report any unknown, observed, or suspected violation of company policy, safety hazards, or any unusual occurrence to your Manager.
• Identify opportunities for additional layering of services with assigned projects/clients.
• Support other projects as overlap opportunities arise and/or time permits.

Client Retention & Satisfaction

• Manage assigned projects pursuant to their contractual requirements.
• Evaluate and understand the client requirements with respect to the operation and ensure the client’s needs are met or exceeded (e.g. proper and timely communications, responsiveness, etc.).
• Ensure proactive communication with clients regarding opportunities to improve operations and communication.
• Resolve customer requests and/or concerns and issues diplomatically escalating to Manager and/or client when required.
• Create, review, and submit event summary for review with Manager and eventually Client.

Financial Planning & Budget Management

• Ensure that projects operate within agreed upon budget and seek client approval for budget increasing requests.
• Make recommendations to achieve agreed upon budget if client reductions cause negative variances.
• Provide accurate data and input into the budget planning process and the subsequent re-forecasting process.
• Confirm the client is aware of major unplanned discrepancies beyond the control of Metropolis (GAMEDAY) and seek appropriate consideration (change management process) before implementation.
• Perform general accounting duties with Controller, such as project accounts receivable management and payroll submission.
• Support and improve financial performance with assigned projects/clients through operational adjustments and services.

Workforce Management

• Identify and forecast adequate staffing levels for each position (during planning phase for budget consideration) as well as work schedules related to projects.
• During operations, assign tasks and communicate shift times and check in locations and procedures.
• Work with the Admin team to ensure that all paperwork has been completed in advance of the assigned operations and that paperwork is processed post-event so that workforce is paid in a timely manner.
• Complete other duties as assigned.

Qualifications

• Must have a 4-year degree or 3-5 years event management experience.
• Must be able to work nights, weekends and/or holidays.
• Must possess a valid state/province-issued driver’s license with current address and acceptable driving record.
• Must be able to travel internationally and have a valid passport.
• Must have experience using various types of computer applications/systems (e.g., Google Workplace, Google Meet, Google Maps, Google Earth, Microsoft 365, Microsoft Teams, Zoom, etc.).
• Must have experience creating and maintaining budgets.
• Must be able to multitask and work independently. This is a remote position.
• Must be detail-oriented, organized and have a strong sense of urgency.
• Must have the ability to lead and motivate team members.
• Must be enthusiastic about customer service and client satisfaction.
• Must have the ability to effectively respond positively to customer inquiries outside of standard work hours across different time zones.
• Must have strong analytical and interpersonal communication skills.
• Must have flexibility to adapt to changes in the work environment and the ability to deal with changes, delays, or unexpected events as they occur.
• Must have the ability to work with all levels of the organization from contract staff, temporary labor, volunteers, executive staff, and clients.

Requirements

• Prefer 5-7 years event or project management experience.
• Prefer experience with generative AI tools (e.g., Gemini, Claude).

Benefits

• Eligible employees will participate in various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k, and paid time off.