MTC, Operations Director - NorAm provides leadership, guidance and support for all aspects of hospitality and technology services of the MTC across North America, inclusive of Engagements (especially high-profile, VIP events), Catering, and Event/Conference Planning and servers as the Single Point of Contact (SPOC) with the Client contract owner and key stakeholders. The Operations Director is responsible for supporting the Vice President of Operations (VPO) and the Client stakeholders, ensuring all service-level agreements are met at each facility and within each program while also ensuring the successful execution of the MTC vision as set forth by the MTC stakeholders. This role partners closely with the VPO, stakeholders and contract owners on business strategy, operational planning, menu engineering and documentation.

The Operations Director will develop a robust understanding of the value briefing coordinators create for the MTC business and be able to articulate this value to Briefing Coordinators (BC). This role will also mentor and develop team lead and their teams to continuously improve the experience for all stakeholders, and end-users. The Operations Director will develop and maintain excellent relationships with the Regional Leads and Local Briefing Coordinator Community and be able to support them as hospitality subject matter expert for all things relative to events, CRM tools, catering, resourcing, and financial reconciliation. In addition, this role will collaborate with peer teams to understand overall business impact when developing strategies and making critical operational decisions, with complete ownership of the Line of Business (LOB) financial budgets and Key Performance Indicators (KPIs).

Responsibilities:

The MTC Operations Director, NorAm is directly responsible for managing and leading their direct reports, overseeing all aspects of the lines of business outlined above in tandem with Lead Briefing Coordinators (LBC), and Individual Local Briefing Coordinators (BC). Travel to and from the site across the country may be required based on business needs. The MTC Operations Director, NorAm is responsible for various levels of management and associates within the respective MTC Briefing Coordinators Community.

• Management of all Lead Briefing Coordinators (LBC) and Briefing Coordinators (BC) across the MTC Briefing Coordinators Community in the US.
• Lead, empower, delegate, and evaluate the performance of the BC community to ensure staff receives effective orientation, training, and performance management guidance. Develop processes for quality control and validation of each BC's weekly work deliverables
• Hiring and training of new BCs
• Conduct 1:1's with various BC Community members (as appropriate)
• Assist in the development of Statement of Work (SOW) for the MTC line of business
• Design/coordinate/document/communicate best practices across the MTC BC Community (US Region & Canada)
• Recommend and oversee the documentation and implementation of a new CRM tool within the briefing coordinator community to provide for standardization and consistency.
• Understand, apply, and ensure adherence to all Client policies concerning PII, data hygiene, and expense management to the BC community.
• Maintain key relationships with stakeholders, including Client Directors, Client Regional Directors, Facility Management, Technical Architects, Third-party Vendors, etc.
• Partner with the Client MTC Regional Director team to participate in ongoing briefing coordinator planning efforts that strengthen the community's ability to drive additional value and contributions. Lead creation and updating of briefing coordinator work process documentation (in partnership with Client) to include:
  • National BC responsibilities process handbook
  • Center-specific process handbook (local addendum to national BC handbook)
  • CE Hub process handbook
  • Out-of-office coverage model
• Understand the dynamics and process of the BC business acumen
• Understand & maintain awareness of all internal MTC tools and applications (i.e. CRM, booking systems and financial platforms)
• Continual upskilling and implementation of best practices for the BC Community
• Develops business plans to improve performance in relation to key metrics; monitors efficacy of plans, and proactively makes and communicates adjustments, as necessary
• Takes necessary action to achieve established quarterly account Key Performance Indicators (KPIs); completes reporting on Key Performance Indicators (KPIs) performance, as necessary
• Tracking and measurement of LBCs performance based on Service Level Agreements (SLAs)
• Tracking and measurement of Briefing Coordinator performance based on Service Level Agreements (SLAs) via Lead Briefing Coordinators assessments
• Coordination and addressing the daily needs of the MTC BC Community, within their designated region, across the Client Technology Centers (US & Canada)
• Addresses escalations and provides satisfactory resolution
• Attending bi-monthly meetings with respective Client stakeholders
• Attending monthly Supplier internal meetings
• Travel to locations (as needed)
• Other duties as assigned

• Minimum 5 years' experience in the Hospitality or Customer Service industry
• Must have a working understanding of modern web conferencing and communication technologies
• Must be knowledgeable in database systems, CRM's and financial control systems/ platforms
• Experience in leading large, multi-faceted teams required, including remotely as this is a national role
• Experience in all aspects of client & vendor management & partnerships required.
• Ability to analyze client needs & requests, think strategically, possess business & time management skills, as well as the initiative & judgment to quickly evaluate issues, find alternatives & take appropriate courses of action and resolve client and internal discrepancies
• Must have excellent change management and leadership skills
• Excellent organizational, reporting, and documenting skills