OE&G Operations Supervisor

The Freeman Company is a global leader in events, redefining live experiences for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman's insights shape exhibitions, exhibits, and events that drive audiences to action. Integrated full-service solutions leverage a 99-year legacy in event management alongside new technologies to deliver impactful moments.

About the role

The Operations Supervisor, Exhibitor Support OE&G serves as a key operational leader bridging frontline supervision and senior management. This role manages and optimizes workflow streams across the Exhibitor Support department, including the Online Exhibit & Graphics team, Operations function, and Third-Party Service Ordering team, while driving cross-team collaboration to ensure seamless service delivery. The Operations Supervisor ensures performance targets, customer experience standards, and operational processes align across all channels and supports leadership on staffing, training, and continuous improvement initiatives.

This position supports the Exhibitor Services Team and is eligible for a hybrid schedule, generally requiring in-office and/or show-site work 2–3 days per week. The ideal candidate will be located in Dallas, TX; however, candidates based in Houston, TX; Austin, TX; San Antonio, TX; or Orlando, FL are also encouraged to apply.

Responsibilities

• Workflow Management & Operational Oversight
  • Manage and optimize daily workflow streams across the Online Exhibit & Graphics team and Third-Party Service Ordering team to ensure accurate, efficient, and timely processing of all customer inquiries, orders, and requests.
  • Monitor channel status, order volume, and agent activity across all teams; proactively reallocate resources to maintain service levels during peak periods.
  • Develop, document, and continuously improve standard operating procedures and workflow processes connecting design, delivery, exhibit operations, and third-party ordering.
  • Partner with technology and systems leaders to evaluate and implement tools that enhance workflow efficiency and SLA data insights (e.g., Smartsheet & Workfront).
  • Assist team in processing exhibitor online exhibit, graphic, and third-party service requests as needed.
• Cross-Team Collaboration
  • Serve as a primary liaison between the Online Exhibit & Graphics team, Exhibit Operations, Third-Party Service Ordering team, and other internal departments including Regional GAM, Delivery Managers, and Show teams.
  • Facilitate regular cross-functional meetings and communication to align on show requirements, escalation handling, and upcoming volume changes.
  • Coordinate with internal systems teams to validate and test workflow changes in platforms such as OnBase, CP3, ECS, SAP, Citrix (TSS & EMS), SmartSheet, and Passport (Centro).
  • Work with Exhibitor Support leadership to maintain best-in-class policies, processes, and metrics that drive high levels of customer satisfaction across all workflow streams.
  • Translate exhibitor requirements across internal systems and disseminate information to appropriate departments in a timely manner to ensure successful onsite execution.
  • Work with the Director to communicate changes to policy and procedures to all teams as needed.
• People Leadership & Team Development
  • Coach, inspire, and manage team specialists across multiple workflow streams to ensure consistent performance and a positive work environment.
  • Assist with interviewing, hiring, onboarding, and developing team members following established sales and support training programs.
  • Audit staff performance and ensure department and company policies and procedures are followed.
  • Conduct and support regular one-on-ones, team meetings, and performance reviews; communicate changes clearly and effectively.
  • Work with Director and Manager to create and approve staffing schedules, including event coverage and out-of-office coverage.
• Customer Experience & Revenue
  • Process, research, and resolve complex exhibitor requirements, inquiries, and complaints to ensure customer retention and satisfaction.
  • Respond to and resolve customer complaints and survey hot alerts with urgency and professionalism.
  • Support the Exhibitor Support leadership team in driving revenue generation, maintaining up-to-date product knowledge, and identifying opportunities for upsell and cross-sell.
  • Maintain the highest level of accuracy, efficiency, and customer service for which Freeman is known.

Requirements

• Bachelor’s degree in a related field of study and/or equivalent work experience.
• 3+ years of customer service and/or contact center experience.
• 2+ years of related leadership or supervisory experience, preferably across multiple teams or functions.
• Experience managing or coordinating third-party vendor or service ordering relationships preferred.
• Familiarity with QA processes and reporting in a contact center environment preferred.
• Travel up to 25%.

Benefits

Freeman provides benefits designed to empower employees and their families to thrive mentally, physically, and financially. Full-time employees may be eligible for the following (with some variances by region):

• Medical, dental, and vision insurance.
• Tuition reimbursement.
• Paid parental leave.
• Life, accident, and disability insurance.
• Retirement plan with company match.
• Paid time off.