Events Operations Manager
About the Opportunity
JOB SUMMARY
The Events Operations Manager is an integral member of the
Advancement Operations team and will be the primary point of
contact for a portfolio of Advancement-operated event spaces,
including premier, on-campus venues. They will handle reservation
requests, approvals, and confirmations for their portfolio of event
spaces. They will provide superior customer service to all clients,
colleagues, and potential clients. They are responsible for
end-to-end service to ensure a seamless event experience for the
event hosts and guests, this includes but is not limited to:
determining event and meeting needs including A/V, furniture, etc.,
maintaining a clean and inviting space, liaising with Facilities,
Chartwells, ITS, and other on-campus partners to ensure that all
meeting and event needs are met in a timely and efficient
manner.
The Events Operations Manager serves as the technical lead for
Advancement-operated event spaces and oversees and provides support
for audio/visual and other technical services needed for events and
makes recommendations to event clients to ensure they have the
necessary technology to achieve their event goals. They support all
AV troubleshooting, including videoconferencing and
audioconferencing room systems, projectors, digital screens, and
other related equipment and partner with outside vendors as
appropriate to ensure equipment is up to date and running
optimally. The Manager will develop, maintain, and train student
staff on AV resources including, but not limited to guides on the
maintenance, operation, and troubleshooting of AV equipment present
in the event spaces.
The Events Operations Manager will be responsible for the hiring,
training, scheduling and overall management of a team of student
supervisors and staff that will staff events at all
Advancement-operated event venues as well as a team of student
employees that will staff the front desk at 300 Mass Ave.
This position will collaborate with the team on developing and
maintaining consistent and high-level operational standards across
all areas. The Events Operations Manager will provide critical
feedback and operational understanding with an event and client
first focus that will continuously elevate the event experience for
all clients, colleagues, leadership, and other community
members.
This position requires an individual with a high-level of
professionalism and exceptional customer service skills as this
person will regularly interact with VIPs, senior leadership,
external clients and guests, and internal partners and
colleagues.
The days of coverage for this position are typically Monday through
Friday but a flexible schedule is a must as high level/mission
critical events may be scheduled in the evenings, on holidays, and
weekends.
MINIMUM QUALIFICATIONS
Bachelor's Degree preferred; two to five years of experience
working in an office environment, preferably higher education,
including two to three years of experience in a customer service,
client facing or office management role; Must be able to work in a
fast-paced environment where out of the box thinking and proactive
assistance is highly sought and valued; Strong organizational,
communication (written and oral), interpersonal, and computer
skills (Microsoft Office including Word, Excel, PowerPoint, and
Outlook are required); Extremely detail oriented; High level of
self-confidence and enthusiasm; Positive, helpful attitude; Must be
an innovative, self-starter and possess a demonstrated ability to
be proactive and productive with minimal supervision; Exceptional
time management skills are a must; Ability to confidently and
diplomatically interact with donors, faculty/staff, vendors, and
other visitors is crucial.
KEY RESPONSIBILITIES & ACCOUNTABILITIES
Event Space Management & Venue Operations
- Provide a high level of customer service to all clients and
colleagues
- Handle reservation requests, approvals, and confirmations for
the Alumni Center, EXP, and 300 Mass Ave event spaces, historically
totaling more than 500 events annually across the three event
venues.
Work with clients to determine event and meeting needs
including A/V, furniture, etc. and coordination of event
details
Serve as primary liaison with Facilities, Chartwells, ITS, and
other on-campus partners to ensure that all meeting and event needs
are met in a timely and efficient manner.
Facilitate and manage walk-throughs of the spaces both as a
selling technique for potential clients but also between clients
and vendors to ensure all questions are answered and needs are met
prior to the event date
Work with outside vendors as required to ensure a seamless
event experience.
Manage all necessary work and IT requests for the Alumni
Center, EXP and 300 Mass Ave.
Propose and serve as lead on any updates and renovations to
ensure the space meets the changing needs and requests of the
clients.
Develop and maintain, in partnership with the Advancement
Operations Manager, consistent and high-level operational standards
across all event venues and spaces
Develop and implement streamlined workflows and improve current
processes for all event venues and spaces, including but not
limited to, request form(s), pricing structure(s), and
more
Manages the full lifecycle of invoice and payment processes,
including generating and issuing invoices, processing incoming
payments, monitoring outstanding balances, recording received
payments, and maintaining accurate and up-to-date account
ledgers.
Supports external clients by working with the external events
team to consolidate university vendor costs and internal venue
charges into clear, client-facing contracts. Ensures clients
understand and follow all applicable university policies,
proactively addressing compliance requirements. Reviews vendor
charges for accuracy and alignment with event agreements prior to
final invoicing.
Responsible for updating and managing the Advancement Venues
website to ensure all information is current and relevant.
Collaborate and share information and website updates with central
university team responsible for events sites across the
institution
Assist with reservation requests and inquires for other
Advancement-operated spaces as necessary
Manage Advancement-owned inventory related to the events spaces
(i.e. AV and Tech equipment, linens, etc.)
Student Workforce Management & Leadership
- Recruit, hire, train and develop a pool, approximately 25-35,
of student supervisors and staff to work in all
Advancement-operated event venues in the areas of audio, video,
front of house staff, and security.
- Recruit, hire, train, develop, and manage a pool, approximately
10, of student employees that staff the front desk for 300 Mass Ave
during operating hours (9a-9p) who serve as building
administrators, welcoming and assisting guests and students,
insuring the cleanliness and operational standards of the building,
and supporting building staff as appropriate.
- Create and manage a training program and associated resources
to onboard and continually develop staff in a way that creates an
environment that inspires employees to do their best work. Sets
clear goals and expectations, delegates work
effectively.
- Set and communicate performance expectations related to
interactions with all clients, colleagues and vendors and provide
performance feedback and staffing up-training as needed.
- Create, manage and maintain student staff schedules to ensure
all event spaces are appropriated staffed for all events
- Create, manage and maintain student staff schedules to ensure
the 300 Mass Ave. entrance and front desk is staff during operating
hours, Sunday-Saturday 9a-9p.
- Communicate regularly with scheduling, operations and staff
about available shifts, staffing reminders and operational
updates.
Technical Operations
- Oversee and provide support for audio/visual and other
technical services needed for events at Advancement-operated event
venues
- Make recommendations to event clients to ensure they have the
necessary technology to achieve their event goals
- Present on site to manage and troubleshoot at all high-profile
events.
- Create and manage a training program and associated resources
to onboard and continually develop staff in a way that creates an
environment that inspires employees to do their best work. Sets
clear goals and expectations, delegates work
effectively.
- Partner with outside vendors as appropriate to ensure equipment
is up to date and running optimally
- Develop and maintain resources and guides for the usage of all
AV/IT equipment related to the space
- Train student staff on event equipment and AV protocols for all
Advancement-operated event venues
- Oversee and manage all AV needs for division-wide events such
as division meetings, town halls, team retreats, etc.
Operations Team Support & Other Duties as assigned
- Provide logistical and operational support for internal,
division events, such as division meetings, Summer Retreat, and
more
- Other Operations team assignments and back-up as
required
Position Type
Marketing and Communications
Additional Information
Northeastern University considers factors such as candidate work
experience, education and skills when extending an offer.
Northeastern has a comprehensive benefits package for benefit
eligible employees. This includes medical, vision, dental, paid
time off, tuition assistance, wellness & life, retirement- as
well as commuting & transportation. Visit
https://hr.northeastern.edu/benefits/ for
more information.
All qualified applicants are encouraged to apply and will receive
consideration for employment without regard to race, religion,
color, national origin, age, sex, sexual orientation, disability
status, or any other characteristic protected by applicable
law.
Compensation Grade/Pay Type:
108S
Expected Hiring Range:
$60,315.00 - $85,192.50
With the pay range(s) shown above, the starting salary will depend
on several factors, which may include your education, experience,
location, knowledge and expertise, and skills as well as a pay
comparison to similarly-situated employees already in the role.
Salary ranges are reviewed regularly and are subject to
change.
To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/Events-Operations-Manager_R139236
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