Operations Director

WHAT YOU WILL DO

Staff Leadership

• Provide internal leadership through clear vision and consistent direction aimed at continual staff growth and development
  • Focus on upward movement and skill development of staff
  • Set goals and timing
• Foster the development of a high performance, collaborative team with a high degree of ownership to meeting deadlines and consistently exceeding both client expectations and company standards.
• Optimize resources to ensure staff hours remain within estimated allocation for each project.
• Responsible for developing and implementing benchmarks to regularly review individual staff performance to determine areas of strength and likelihood of long-term utilization.

Operational duties

• Working alongside Producers to evaluate performance during execution, spot checking deliverables as needed and protecting client interests and vision throughout
• As needed, attend onsite execution to manage the client relationship when client is present. Budget dependent with goal in mind (upsell services, build relationship etc…)
• Generate post-project reports to assess execution and new business opportunities
• Oversee contract development, budget development, and approval
• Oversee comprehensive training protocols, boosting team efficiency and service quality while reducing onboarding time.
• Implement cost control measures across all operational facets, resulting in marked gains in budget adherence and resource management. (e.g. process to eliminate wasteful spending on supplies) Is there a number we can assess to production / client service in the way of expense and work to diminish that number?
• Analyze vendor costs, implementing effective cost controls that improve departmental profitability.
• Manage departmental budgets, optimizing operations and maximizing profitability.

Manage senior level client relationships

• Lead Production portion of client communication on all accounts both in planning and execution phases of projects
• Understand each projects purpose as it relates to the clients goals and objectives
• Mediate and negotiate with client partners to develop strong partnerships for mutual growth and profit.
• Provide senior management with decision-making support through on-going participation in management and special project meetings
• Work cross-functionally internally to develop strategic, thoughtful, innovative and on-brand proposals
• A collaborative leadership style that promotes team cooperation, relationship building, integration and inclusion
• Responsible for Production P&L of each project
• Participate in new business pitches

Recruitment

• Evaluating staffing needs and creation/management of a fluid recruitment roster
• Ongoing development and management of staffing plan to ensure appropriate resource allocation and utilization

Interact with agency principles

• Work with agency principles, and internal support resources, to develop programs addressing client’s needs and objectives
• Identify areas to streamline processes and share knowledge within the company to improve bottom-line
• Liaise with agency principles to ensure optimal client satisfaction, business development, and income potential
• Report directly to the owners on all strategic initiatives, operational performance, sales outcomes, and key financial metrics.
• Provide regular analysis of profitability, budget adherence, and revenue forecasts.

The Extra Mile

• Build and maintain a minimum 30% margin on each project, long and short term
• Transform Client Service and Operations from a fulfillment center into a client and revenue growth engine.
• Build “Activation Blueprint” within project management system (Monday) that includes templated project plans, budget models, risk assessment matrices, tour manager training modules, and logistics checklists for our 3-5 most common activation types (e.g., pop-ups, mobile tours, tradeshow booths)
• Monday minute client recaps after each weekend event – snap shot of the high points, pics/vid client and venue quotes
• Work with Client Service team as needed to build out “know before you go” packs – when a client is going to be at an event provide a survival pack in their hotel room + doc w market information places to eat things to see customized for each market / client
• Production section of Client feedback loop – custom for each encounter check our scores for pre event, during event and post event customer care. How did we do? Where can we get better.
• Video presentations vs still paper (include document for review as well)

Desired Traits

• Accuracy and timeliness, able to flawlessly handle every detail, oversee budgeting and guide process to achieve desired results
• Apply creative thinking to solve problems when needed
• Ownership mentality of every project, every task and every interaction.
• Engaged behavior defined as greatly interested in and committed to.
• Be Intentional by acting in accordance with the Group’s conscious attempts to behave and perform according to their/its values and beliefs.
• Thoughtful by showing consideration for the needs of others.
• Self-disciplined with the ability to control oneself and make yourself work hard to behave in a productive and professional manner without needing anyone else to tell you what to do.
• Ability to Anticipate through experience and stay ahead of potential challenges and requests.
• Enthusiasm and positive energy as a consistent mindset.
• Collaborative in nature with a genuine desire to work within a group setting, as needed.