Program Manager (Event Operations)

Key Responsibilities

• Audit & Evaluate: Conduct daily audits of event plans across local operations teams, ensuring plans are compliant with standards, are set up properly in our tools and systems, and do not miss any details from stakeholders/external parties.
• Document & Coach: Document where plans require additional detail to meet standards or external stakeholder needs, improve plans to be event ready, and provide coaching and feedback to the team to drive improvements.
• Analyze & Recommend: Analyze trends in plan misses (e.g., car got stuck at an event despite planned geofences) to identify if new standards or processes are needed, and make recommendations to the Global Large Events Program Manager on gaps in the current process.
• Develop Resources: Contribute to the creation and refinement of Large Event Program standards, training materials, and best practices.
• Report: Prepare regular reports on Large Event quality performance, key insights, and progress against improvement initiatives.
• Collaborate: Work closely with Global Large Events Program Manager, local operations teams, and other internal stakeholders.
• Review event plans from Local Ops teams and ensure they meet standards set forward in the Large Events Playbook and account for al guidance provided by external stakeholders (public documents on road closures, communications with event coordinators, etc.)
• Refine plans to ensure plans are holistic based on standards and trends, suggest direct changes into plans for acceptance by Local Ops teams
• Analyze trends in gaps identified through event plan reviews and identify improvement opportunities to the overall processes/tooling based on the gaps to improve efficiency and quality of event plans.

Key Requirements and Technology Experience

• 3+ years of experience in a Quality Assurance or Events Management role
• A deep understanding of Event Management best practices, particularly for municipalities or large organizations with a balance of both customer experience and risk mitigation
• Strong analytical skills with the ability to identify trends, draw insights from data, and translate findings into actionable recommendations
• Exceptional communication skills, both written and verbal, with the ability to clearly articulate complex concepts and provide constructive feedback
• Self-motivated and able to work independently in a remote setting while maintaining strong collaboration with a global team
• Bachelor's degree in business, operations, event management / hospitality, or quality preferred