Onyx CenterSource is the leading global provider of B2B payments and business intelligence solutions to the hospitality industry. Our global team of experts collaborate to solve our clients' business challenges, enabling our clients to enjoy stronger business relationships with each other by streamlining commission payments, removing friction from the process. This means hotels pay agencies the money they're owed faster, and agencies receive much-needed supplier revenue more quickly and easily, increasing their desire to direct more bookings to hotels that use Onyx. All of this frees our clients up to focus on strategic, revenue-generating activities.
As a worldwide team with 20 nationalities represented, we value our differences and use them to best serve our global clients. Every Onyx employee has the opportunity to grow through continual development opportunities, and we're committed to making a positive impact in our communities and the world.
Onyx offers a variety of benefits to support a competitive total compensation package. You will work in an international and fast paced growing environment full of learning opportunities.
Overview
The Director, Operations for Meetings & Events products at Onyx CenterSource leads the service teams responsible for delivering on the value and promise of the Meeting & Event payment technology products.You will partner cross functionally to engage with new and existing clients, ensure the right operational processes and tools are activated efficiently for Onyx M&E products, and provide ongoing operational excellence optimization to help drive increased revenues and customer satisfaction. In this role, you will innovate and design service models and processes that ensure all Onyx teams servicing our M&E payments technology clients are doing so with a focus on efficiency, scalability, and innovation through automation.
Location
Remote US, Dallas preferred
Scope
Global
Education
Minimum required: Bachelors.
Span of Control:
Reports to:Chief Operation Officer (COO)
Oversight:This position has no direct reports
Roles/ Responsibilities

• Lead local, regional, and global operating teams to ensure best in class configuration and quality delivery of the service model.
• Establish operational models to drive visibility and reporting.
• Assesses to make recommendations to improve quality and profitability of the operations.
• Monitors trends and patterns in business performance to identify problem areas and take immediate corrective action and/or make suggestions for continuous improvement.
• Partner with client management and product teams to develop solutions to client requirements.
• Maintain consistent communication necessary to support strategic planning, business resiliency, and client decision making.
• Collaborate cross functionally within Onyx to share best practices and standard procedures, identify opportunities for improvement and work together to better serve the customer and engage the workforce. Be the "red thread" that keeps all teams pulling in the same direction operationally.
• Visually design, create, and implement cross functional process flows/maps, job aids, aligned to the product.
• Establish and govern ongoing quality control points, reporting cadence and tools to support compliance to established processes.
• Deploy and maintain a standard and scalable business review asset that can be used across accounts to communicate the health of the operation.
• Collaborate with implementation manager to ensure effective implementation of critical data and process flows, data inputs, data sources and reporting required to optimize service operations for product success and adoption.
• Conducts workforce capacity scans to ensure appropriate staffing levels necessary to maintain deliverables.
• Is an organizational leader that contributes and creates a culture of passion around delivering the ultimate customer experience through engagement and empowerment with colleagues and staff.

Qualifications
Minimum required:

• Bachelor's degree.
• 5 years management experience
• 3 Years of experience of business process creation and design, change management, implementation, and/or customer support operations within the Meetings & Events industry.
• 2 years of direct client facing solutions design and operational activations for an M&E technology or service organization.
• Knowledge of M&E and group travel industry critical, including but not limited to sourcing, hotel group sales and strategy, contracting, meeting planning, commission collection and financial reconciliation.
• Experience developing training content and delivering training in multiple mediums.
• Fluent in English. Other languages desirable.

Teamwork/Leadership:

• Adept listener who can quickly synthesize information and explore subjects opportunistically to advance understanding and uncover additional value creation.
• Comfortable working independently and well organized in an ambiguous and rapidly changing environment.
• Simultaneously think strategically and act tactically.
• Manage change at all levels of the organization
• Strong communication and presentation skills
• Sharp analytical and problem-solving skills
• Strong project management capabilities
• Ability to work under pressure, establish priorities, and deliver to fixed dates
• Ability to collaborate with other team members to obtain technical support and knowledge
• Ability to influence internal and external stakeholders with strong communication skills

Physical Demands/ Travel required
Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.
Travel for this position is less than 20%.