Operations Manager, Strategic Meetings

Overview

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

• Direct and coach assigned personnel to ensure services, administration, and profit objectives pertaining to the assigned accounts are achieved while maintaining high service levels.
• Provide comprehensive leadership to direct reports (team leaders) managing the sourcing of client meetings; train and support the team; manage special projects.
• Manage approximately 5 to 20 exempt and/or non-exempt direct or indirect reports who lead teams supporting strategic sourcing, contracting, and budget development for dedicated accounts; scope may include multiple accounts.
• Be onsite as required and perform other duties as assigned.
• Review and update financial forecasts and approve monthly client financial settlement summaries.
• Monitor direct reports to maximize profitability by tracking labor, invoicing, reporting, commissions, and understanding profit points within programs.
• Assist with proposals by ensuring cost sheet accuracy; strategize, analyze, forecast, implement, and track financial and operational measures to ensure profitability.
• Provide meeting industry and product subject matter expertise from pre-proposal through delivery.
• Identify growth opportunities within existing accounts and communicate additional sales opportunities to Account Managers and Business Development Executives.
• Review and analyze survey feedback and departmental data to identify meeting trends and new travel opportunities; maintain travel program histories and share insights with Account Managers and Business Development.
• Participate in client meetings, presentations, and business reviews to explain processes, review statistics, and resolve challenges; coach direct reports to resolve inquiries and escalate when needed.
• Collaborate in management meetings to standardize processes across SMM; act as a representative during site inspections, program operations, and client meetings; develop strategic partnerships and maintain proactive client communication.
• Anticipate workload and plan accordingly; coordinate workload with other Directors and leadership to prepare forecasts; develop and implement SOPs and process improvements.
• If assigned a new account, ensure successful implementations, analyze customer satisfaction, and develop improvement plans; outline strategy and communication plans for the group.
• Coach and mentor Team Leaders and indirect reports; promote a positive work environment; ensure SOPs, policies, performance reviews, and training are in place; monitor compliance and optimize staffing; conduct regular one-on-one meetings; lead weekly team meetings; provide performance-based rewards and salary recommendations.
• Lead in forecasting, costing, budgeting, and review program budgets; onboard new employees and manage people-related paperwork; oversee vacation, expenses, payroll, and time submissions for direct reports; share best practices and drive continuous process improvement using SOPs, technology, and AI solutions.

• Minimum of five years’ experience in leadership of event or meeting management teams or equivalent; proven people leadership skills and impact of large teams; track record of promoting change and efficiencies.
• Minimum of seven years’ experience in project, event or meeting management/procurement.
• Sophisticated knowledge of sourcing, contracting, negotiating and ability to drive cost savings as required by account portfolio.
• Knowledge of meeting technologies with a focus on AI; program management systems and meetings industry technology experience preferred.
• Understanding of win/win solutions; ability to interact with client contacts at meeting and key contact levels; strong communication and presentation skills.
• Proven experience in developing and maintaining key client and supplier relationships; strong analytical skills.
• Ability to manage multiple projects; solid understanding of business financials,…