Cvent believes that when people come together amazing things happen, relationships are built and business gets done. This is why we have created the industry’s leading cloud-based software for managing corporate meetings, events and travel programs.
From a one-to-one sales meeting, employee training or a large flagship customer conference, Cvent’s unmatched software and the data it provides helps thousands of organizations and hotels around the world to better engage their customers, reduce costs and grow revenue.
The Operations Manager will be broadly responsible for managing team members, coaching, leading the warehouse team who oversee hardware and materials for our onsite service team. This individual is also responsible for managing the quality, productivity and day-to-day activities of the team.
This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture.
Position Duties
- Manage, motivate and develop a team
- Conduct structured, bi-weekly 1:1s with team members
- Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests
- Conduct performance reviews and performance improvement plans when necessary
- Manage day-to-day operations of team through real time management
- Manage client escalations, handling them through resolution
- Work closely with other departments such as Sales, Marketing, Technology and PMO on key company strategies and projects
- Provide input to budget and headcount forecasts based on needs of the business and sales projections
- Conduct interviews warehouse candidates and make hiring decisions to fill open positions
- A minimum of 4-5 years of overall work experience, with at least 1 of those in a leadership or emerging leadership position. Years of experience will determine the job title.
- Demonstrates strong leadership and people management skills
- Excellent interpersonal skills; must be a strong communicator at all levels and be able to present in large meetings to key stakeholders
- Demonstrates personal excellence, accountability and integrity
- Ability to track key performance metrics and implement solutions to meet client needs
- Previous experience in SaaS and event industry experience is a plus
- Knowledge of CRM automation products such as Salesforce
- Exposure to operational frameworks that focus on data-driven measurement, client satisfaction scoring of service delivery is a plus
At Cvent we celebrate, support and are committed to creating a diverse and inclusive environment. We’re proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected characteristics.
Cvent maintains a drug-free workplace
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