Manager, Program Operations

Company Summary:                                                                                                                                                           

Creative Group is a global event experience agency that combines strategy, data, insights and creativity to design and deliver immersive events and campaigns that inspire, reward, and connect people and brands. 

Typical services include: 

• Experience Strategy: aligning event goals with brand and audience needs. 
• Creative & Design: storytelling, content, visual, environmental, and digital design. 
• Production & Logistics: end-to-end execution of live, virtual and hybrid events. 
• Audience Engagement: personalization, interactivity, and community-building. 
• Data & Insights: personalization, measuring outcomes, optimizing experiences, and proving impact/ROI. 

Our Vision: Reimagining how the world connects

Our Mission: Uniting people and brands with creative heart.

Our Values:

• Be the Spark [Innovation]

I take the initiative to find solutions and approach every challenge with curiosity, creativity, courage and a passion for excellence.

• Own Your Impact [Integrity & Accountability]

I am accountable. I choose the hard right instead of the easy wrong and challenge myself to be better every day.

• Lift as You Climb [Collaboration & Kindness]

I actively contribute to an environment where everyone feels equal, supported, and empowered to thrive.

• Deliver with Purpose [Customer-Centricity & Sustainability]

I commit to our customers' success, anticipating their needs and delivering solutions that empower them to thrive—while making choices that sustain our people, communities, and the planet.

Together we’re BOLD – building a culture of innovation, excellence, and shared success.

Position Summary:

The Manager, Congress & Advisory Board Operations will support the Director, CX in leading the designated Congress & Advisory Board team, specifically involving team engagement, ongoing training, and productivity. This manager supports the growth and development of individual members of the team to optimize their contribution. This includes assessing skillsets; providing ongoing training and coaching, identifying growth opportunities; collaborating in assignment of program work and ensuring delivery to specific client expectations. The manager may be responsible for the direct management of program work, as required.

High Payoff Activities (HPAs) include the following for primary stakeholders:

Clients

Operations Team

Leadership

Proactively look for client issues that may put accounts at risk and be an escalation point in helping resolve them.

Lead a team of multi-disciplinary roles to ensure consistency in service delivery and coach as needed.

Develop and maintain an effective and cohesive team.

Essential Functions:

Lead and develop members of the team in a manner that reflects Creative Group’s Vision and Values.

• Develop and maintain an effective and cohesive team.
• Provide an environment where team members are focusing on their professional development; conduct one-on-one meetings with each member of the team at least on every other week basis.
• Develop and deliver timely and fair performance reviews to direct team members to ensure employee development and goal optimization.
• Identify and ensure necessary training with the goal of improved performance that will contribute to operational excellence.
• Interview, hire, motivate, retain the best staff, in collaboration with Director, CX, and ensure team is prepared to deliver excellent service to our clients.
• Deliver and track consistent timely coaching throughout the year.
• Discipline and recommend termination, if needed, with the approval of direct manager, and the appropriate Senior Leadership Team members.

Lead members of the team to ensure maximum efficiency and client retention.

• Is accountable for assigning programs for team members and redeploying the resources available based on project scope for optimal usage and financial responsibility; manage vacation/sick/lieu time for team.
• Investigate inquiries and resolve problems between team, internal CG members, supplier, or client as related to assignments.
• Ensure assignments of programs are consistent taking into consideration client and company strategies.
• Continually look for opportunities to improve service, drive efficiency, and maximize financial results for the company. Participate in the development and implementation of SOPs and process improvement driven by adding client value.  Update and communicate all changes, new processes, etc. to team.
• Ensure that the interactions team has with external and internal customers are professional and courteous.
• Ensure systems are in place to capture, analyze, and improve results from client relationship, program level surveys, and client MSA’s and incorporate these into SOP’s, policies, etc. as needed.
• Monitors compliance to process and procedures for accurate and timely data for: client reporting, resources planning, forecasting, and budgeting.

Develop strategies to work effectively and efficiently with clients. 

• Partner with Account Executive(s) and Account Operations Manager(s) to maintain and improve client relationships.
• Proactively look for client issues that may put the account at risk and be an escalation point in helping resolve them.
• Stay abreast of industry trends and participate in industry educational opportunities.

Minimum Requirements/Qualifications:

• At least 5 years of meeting and incentive management
• Bachelor’s Degree in, Hospitality, Business Administration or a related field or a combination of education and experience.
• Must be proficient in Microsoft Office.
• Proficient in database management tools.
• In-depth knowledge of congress and advisory board operations.
• Must be widely regarded as subject-matter expert in program planning. This means experience is required as a Program Manager.
• Ability to travel to other countries and meet entry requirements

Non-negotiable Hiring Criteria:

• Models behavior that reflects our organization’s vision and values.
• Must possess excellent interpersonal skills to build strong relationships with clients, manage a team of people, adapt to different personalities, and work effectively with all levels of the organization.
• Must possess strong organizational skills to be able to manage multiple tasks and meet client/team needs while traveling.
• Must possess excellent written and verbal communication skills to communicate effectively both internally and externally.
• Must possess excellent presentation skills to be able to participate in client presentations as needed.
• Must possess excellent analytical and problem-solving skills to select high level employees, participate in the creation of departmental strategic plans, understand financial performance of the team, evaluate problems, develop, and implement logical and effective solutions.

Working Conditions:

• Ability and willingness to work extended workdays and possible weekends.
• Accessibility during core business hours.
• Travel expectations – potential of 20% annually.
• Frequent use of a computer and other office equipment.
• Ability to lift 20 lbs.
• Frequent seating, standing, and walking.

The above statements are intended to describe the general nature and level of the work being performed by individuals assigned to this job.  This is not an exhaustive list of all the duties and responsibilities associated with the role.  As with all positions, the responsibilities and duties of this position may change. The Company, in its discretion, may alter this job description at any time with or without notice.  

Creative Group is an Equal Opportunity Employer committed to a diverse workforce and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, national origin, age, sexual orientation, marital or civil partnership status, pregnancy, disability, Veteran, or genetics. In addition to federal law requirements, Creative Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.