AV/VC Operations Manager

Milestone is looking for a passionate, self-motivated AV/VC Operations Manager who brings a wealth of people management, knowledge, and expertise. We are looking for an experienced onsite AV/VC Operations Manager who has strong AV operations and troubleshooting skills and is happy to work in a versatile role. You will manage a team that provides AV/VC client support and that is the first point of contact for requests from the customers to assist in conference room setup, operations requests, event requests, and break-fix troubleshooting support needs. Our ideal candidate will have a broad skill set including strong relationship management and negotiations skills, people leadership and development, analytical horsepower, excellent business judgment, deep curiosity about how things work, and a passion for helping create a world class service experience for our client and their global users. You must be willing to challenge the status quo to help improve existing workflows and processes to enhance customer experience. Experience in client service management, analytics, strategic thinking, negotiations, and operations are required. We are looking for a smart, analytical, and innovative leader who can help solve these problems in a scalable way and will support rapid growth and our client's long-term business strategy under the guidance from our Global Service Operations Management Team.

• Plan, develop, and evaluate client program
• Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve
• Present operational metrics weekly to AV Leadership
• Collaborate with Milestone Human Resources on all personnel issues or questions
• Maintain documentation and process specific to the customer engagement
• Develop a strategic perspective of the service based on multiple levels of detailed operations information
• Foster and maintain an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Supervise staff and oversee projects
• Responsible for maintaining technician schedules and ensuring coverage at all sites
• Ensure team is tracking all requests and issues through Zendesk/JIRA ticketing
• Ensure that the correct information is being logged in all tickets
• Provide data to aid FTE in delivering specific reporting metrics
• Monitor AV Ops ticketing queue and ensure all tickets are resolved in a timely manner
• Intake projects from client and oversee teams progress and completion
• Responsible for quality control (Tickets, sweeps escalations, and room maintenance)
• Work directly with client on equipment orders
• Coordinate MAC requests (moves, adds, changes) and ensure completed to client standards
• Coordinate and support AV installation requests
• Coordinate onsite event support and meeting kickoffs for Ops techs
• Maintain agreed upon service level agreements
• Provide Milestone and the client with any updated program changes
• Ensure that all documentation is up-to-date and that all program participants are fully trained on processes and procedures
• Review change order requests and lead all Quarterly business reviews with the client
• Ensure that performance evaluations of all staff are completed according to the Personnel Manual
• Determine the need for travel and training of all employees
• Manage the merit performance process
• Ensure staff training takes place and compliance can be reported

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.

Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.

We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.