Event Services Program Manager

About the role

As the Event Services Program Manager, you will play a key role within the Meetings & Events team, managing a team of Event Services Specialists who deliver customer-facing services that drive efficiencies for seamless workflow processes and the continued adoption of the Meetings & Events program globally. You will oversee the intake process for offsite meetings and events (events that do not take place within corporate space), ensuring your team delivers the highest level of customer service with an event experience focus.

You will serve as the escalation point for the Event Services team, identifying solutions with a customer-obsessed focus to deliver exceptional experiences while driving team utilization of event technologies, document management, and communication tools. The ideal candidate thrives in a fast-paced and constantly evolving environment, bringing a highly consultative and collaborative approach with strong leadership capabilities.

Responsibilities

• Oversee the team of Event Service Specialists who manage intake for offsite meetings/events, ensuring direction and training for the highest level of customer service with an event experience focus
• Motivate a team built around collaboration, clear and consistent communication, continuous improvement, and respect while conducting regular performance evaluations and providing constructive feedback to support professional growth
• Serve as the escalation point for the Event Services team to identify and solution with a customer-obsessed focus for exceptional experiences while managing complex requests and ensuring service delivery excellence
• Drive team utilization of event technologies, document management, and communication tools while designing and delivering customized training programs for team members to enhance capabilities
• Provide strategic consultation and guidance for complex requests to ensure service delivery and excellent customer experiences while serving as the first point of contact for customer escalations and concerns
• Support global operating procedures, document processes, and provide recommendations for continuous process improvements while developing and maintaining standard operating procedures (SOPs) for event services operations
• Establish relationships and cross-collaborate with key internal teams to ensure seamless coordination across the Travel and Events organization
• Contribute to the development of data and reporting frameworks that monitor performance and inform strategic decision-making related to event services delivery
• Collaborate with events services vendors to ensure seamless integration of their services into the client's event management process while maintaining quality standards and vendor accountability

Requirements

• 2–4 years college degree or 4–6 years of equivalent work experience demonstrating professional competency in events, hospitality, or related customer service fields
• Minimum 2–4 years of experience working in meetings/events industry with understanding of event planning processes, vendor management, and customer service expectations
• Prior people management or supervisory experience with demonstrated ability to lead, motivate, and develop a team to achieve performance objectives
• User experience with common meeting management systems and tools with ability to quickly learn and adopt new event technologies
• Self-motivated, flexible, and adaptable with ability to thrive in a dynamic, fast-paced environment and adjust priorities as business needs evolve
• Customer-obsessed and process-driven mindset with commitment to delivering exceptional service while maintaining operational efficiency and consistency
• Excellent organizational skills, adept at managing time and establishing priorities across multiple concurrent initiatives and team member needs
• Excellent leadership, communication, and interpersonal communications skills with ability to influence stakeholders at all levels and navigate complex situations
• Excellent computer skills in all Microsoft Office Suite applications (Word, Excel, PowerPoint, Outlook) with ability to leverage technology for reporting and analysis
• Experience in handling customer escalations and resolving complex issues with professionalism, empathy, and solution-oriented approach

Preferred Qualifications

• Meeting & Event or Hospitality industry experience with deep understanding of event logistics, venue sourcing, and attendee experience best practices
• Knowledge of Meeting and Event technology tools such as Cvent highly valued with ability to leverage platforms for event registration, attendee management, and reporting
• Experience or knowledge of the Travel industry with understanding of how meetings and events integrate with broader travel program management
• Experience working in a strategic meeting management (SMM) or centralized meeting/event program desired with exposure to program governance and compliance
• International Meeting & Event experience valued with understanding of global event considerations including cultural nuances, time zones, and regional requirements
• Computer proficiency in Smartsheet, Quip, and Visio desirable with ability to use collaboration and workflow tools to enhance team productivity
• Strong problem-solving and decision-making abilities with capacity to analyze situations, weigh options, and implement effective solutions under pressure
• Knowledge of project management methodologies and tools with ability to apply structured approaches to event services delivery and process improvement initiatives
• Industry certification such as CMP (Certified Meeting Professional) or related credential demonstrating commitment to professional development

Location

On-site