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Strategic Operations Manager- Custom Event Services

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Job Details
Job Order Number
Company Name
American Express Global Business Travel
Physical Address

Augusta, ME 04332
Job Description

Job Description

Strategic Operations Manager- Custom Event Services

The Custom Event Services (CES) team focuses on designing and producing effective event experiences that support client brands, engage customers, employees and channel partners, and drive business success. As we prepare for growth with the Custom Event Services business, in this highly visible role, the Strategic Account and Operations Manager will provide leadership and direction for new and current clients and programs. They will contribute to the innovative development of proposals, contracts and costing, working closely with Business Development and Deal Consulting in developing complex and highly creative RFP responses.

A key focus of this position is about cultivating relationships; acting as a consultative partner to clients to reach sales objectives in this exciting area of growth for our business. This position will drive the CES program strategy to success. The role works closely with Finance and Pricing to provide costing and budget management to meet overall ROR target.

This position will be tasked with:

+ Presenting project deliverables to senior management, clients and industry groups.

+ Conducting complex financial analysis in support of growth and profitability.

+ Directs and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to CES are achieved while maintaining high service levels.

+ Critical to this position is the management of direct and/or indirect reports, which support business development, proposal management, contracting, program management, attendee registration / management, creative and budget development.


+ Strategize, analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability.

+ Review and update the financial forecast by working closely with sales on current pipeline.

+ Proactively monitor team to ensure the highest profitability on programs by tracking labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their clients/programs.

+ Executive sponsor for all proposals, ensure cost sheet accuracy before initial presentation.


+ Collaborate with a cross functional team providing subject matter expertise from the pre-proposal stage to proposal qualification/development and delivery

+ Assist in sales or expansion growth opportunities within existing accounts in order to recommend and communicate additional sales opportunities

+ Maintain knowledge of industry event design trends and new technologies to recommend improvements to clients


+ Coach and guide direct and indirect reports in leadership role.

+ Create and encourage a positive and open work environment to maximize quality of work life.

+ Interviews and selects direct reports by following American Express Meetings & Events selection practices and policies.

+ Ensure direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.

+ Ensure direct reports are maintaining compliance through monitoring and measurement.

+ Evaluate staffing models to ensure appropriate staffing levels are in place.

+ Coach and develop direct reports by providing feedback on performance expectations and assisting with development plans.

+ Conduct one-on-one meetings on a regular basis and ensures the performance management process is maximized.

+ Encourage the sharing of industry trends, ideas, special educational opportunities and best practices.

+ Lead weekly team meetings with team/account to discuss volume, productivity, customer deliverables, process, and service levels.

+ Serve as a Mentor in the areas of forecasting, costing and budgeting, and reviews team members’ program budgets.

+ Act as SME to ensure consistency and training for all, using best practice approach, experience and knowledge.


+ Manage special projects as assigned.

+ May require travel to destinations worldwide, in support of internal meetings, client site inspections, client management activities and/or program operations.

+ Perform other duties as assigned.


+ Bachelor’s degree. MBA a plus

+ 5-7 years of business experience

+ 5+ years of management of people

+ Minimum of 5-7 years in the Meeting, Events and Incentive Industry

+ Minimum of 5 years client management experience

+ Proven Leadership of event or teams or equivalent

+ Experience with meetings management and business development technology (Cvent and Sales Force preferred)

+ Proven ability to promote change and efficiencies within an organization.

+ Prior experience in effectively handling multiple projects/demands.

+ Strong knowledge of business financials, contracts and service levels

+ Demonstrated ability to think conceptually, using strong analytical skills

+ Excellent interpersonal and communications skills and experience managing client expectations

+ Demonstrated superior organizational abilities

+ Ability to lead, influence and motivate others – indirect reports, internal and external

+ Outstanding project management skills

+ Outstanding presentation skills

+ Outstanding negotiating skills

+ Demonstrated client relationship skills

+ Ability to travel by airplane, boat, rail and/or car.

+ CMP and/or SMMC designation a plus.


United States>New Jersey>Virtual Location

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement at

American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and employees prosper by making sure travelers are present where and when it matters. We keep global business moving with the powerful backing of 16,000 travel professionals in more than 140 countries. Companies of all sizes, and in all places, rely on GBT to provide travel management services, organize meetings and events, and deliver business travel consulting.

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