Manager, Event Operations

Position Summary: Unity is seeking an experienced Event Operations Manager to lead the planning, coordination, staffing, and execution of events across our campus. This position is responsible for ensuring exceptional customer experience through operational excellence, proficient team leadership, and consistent service delivery. The Event Operations Manager will oversee venue coordination, event setup and execution, customer service standards, staff development, and operational processes. This individual will work closely with the Events Sales team to ensure a seamless transition of the event workflow from booking through event completion. The ideal candidate is a hands‑on leader who thrives in hospitality and event environments, builds cohesive, productive teams, creates effective systems, and is passionate about delivering outstanding guest experiences. Essential Job Functions: Event Operations Leadership Oversee the successful execution of weddings, conferences, retreats, meetings, and special events. Ensure event details are communicated clearly and executed accurately. Maintain operational readiness across event spaces and support areas. Monitor event quality and identify opportunities for continuous improvement. Serve as the operational leader for event execution and customer satisfaction. Team Leadership and Development Supervise, coach, and support operational team members. Conduct performance evaluations and provide ongoing coaching and feedback. Coordinate staffing assignments and scheduling to meet event needs. Promote accountability, teamwork, and service excellence. Assist with recruiting, onboarding, and training new staff. Customer Experience Ensure a high level of customer service throughout the event lifecycle. Address customer concerns and resolve service issues in a timely and professional manner. Support operational teams in managing client expectations and special requests. Monitor customer feedback and implement improvements to enhance guest satisfaction. Operational Systems and Process Improvement Develop and maintain standard operating procedures. Create systems that improve communication, efficiency, and accountability. Evaluate workflows and recommend process improvements. Ensure operational consistency across all event types and venues. Partner closely with Sales & Produced Events staff to ensure successful event handoffs and execution. Collaborate with accommodations, facilities, janitorial services, and other departments as needed. Facilitate communication among teams to ensure a seamless customer experience. Administrative Responsibilities Maintain operational records and reports. Monitor staffing utilization and operational resources. Assist with departmental planning and budgeting processes. Support organizational initiatives related to customer service and operational excellence. Qualifications Education: Bachelor’s degree or equivalent experience in Hospitality Management, Event Management, Business Administration, or a related field required. Required Experience: Minimum of five years of leadership experience in hospitality, conference center, event venue, resort, retreat center, or related operations. Experience supervising and developing staff. Proven organizational, communication, and problem‑solving skills. Ability to manage multiple priorities in a fast‑paced environment. Commitment to exceptional customer service. Preferred Experience: Experience in conference centers, retreat centers, hotels, resorts, or multi‑use event venues. Experience implementing operational systems and process improvements. Budget management and reporting experience. Familiarity with hospitality or event management software. Success Measures: During the first year, the Event Operations Manager will: Improve operational consistency and event execution quality. Strengthen customer communication and follow‑up processes. Establish clear operational expectations and accountability. Improve staff training and development. Create and document key operational procedures. Enhance the overall customer experience across all event programs. Work Environment & Physical Requirements Activity Frequency Inside Work C C Use of Hands/Fingers F Lifting/Carrying: 30 lbs. max. individually O F O Traveling: Offsite 10% O Exposure to Hazards N/A O Exposure to Temperatures F Operate Computer C Talk/Communicate C Operate Company Vehicles N/A Taste/Smell: N/A Standing/Walking C F Read/See/Hear C Operating Equipment: Telephone system, headset, calculator, copier, call center scheduling software, other office equipment. C Other Equipment F Personal Protection Equipment: N/A N/A Not Applicable Activity - Not applicable to this occupation O Occasionally Position requires this activity up to 0-27% of the time (02.5 or F Frequently Position requires this activity up to 27-61% of the time (02.5-5.5 hrs/day) C Constantly Position requires this activity up to 61-100% of the time (5.5+ hrs/day) Additional Information Work Environment: Outside/Inside campus buildings & rooms, Hotel, Ballroom area, office buildings and outdoor spaces used for events. #J-18808-Ljbffr