Regional Event Operations Supervisor - onsite @Meta

Monolith Technologies (http://monolith.asia) is seeking a Regional Event Operations Supervisor who has a passion for live events, audio-visual experiences, team management, and a commitment to program excellence.Joining our Event Operations teams supporting Meta, the ideal candidate has the opportunity to create impact for the organization by overseeing the Event Operations teams that provides end-to-end event production including technical coordination, presentation setup and support, AV/VC services, streaming, and management across different markets in region.The ideal candidate should have strong problem-solving skills, quantifiable leadership talents, exposure to installed audio-visual systems, and adept in team and project management, preferably with a background in executing both live and virtual Events.------------------Responsibilities:Operations● Leads varied & demanding events including fast paced live stream and Q&As.● Manages remote event operations offices by interacting daily with local team leads.● Reviews clients request and provides technical direction for planning, scheduling, and delivery of managed events.● Keeps Meta Service Owners informed of status of high-priority events, support plan, and serves as a liaison between staff.● Responsible for managing technical risk throughout support planning and delivery.● Applies significant knowledge of industry trends and developments to improve our services.● Reviews current equipment and provides feedback on workflow etc.● Identifies system deficiencies and implements effective solutions.● Oversees team's efforts to ensure all entries and schedules are updated on the technicians’ calendars.● Oversees “flex labor” vendor managers to meet event and client’s expectations and needs.● Provides additional assistance across all verticals when necessary.● Has regular syncs with Service Owners and Leads to keep apprised of developments of the service.● Flags high priority event requests and follows through to ensure the highest level of customer satisfaction.● Follows up with team members to communicate specific aspects of the task assigned.● Identifies gaps and drives efficiencies for projects in region.● Oversees the regional process for budgeting, working with other verticals within the team to be accountable for managing both OPEX and CAPEX expenditure.● Manages technical resources within allocated budget and client support schedule.● Identifies and generates Key Performance Indicators (KPI) within Event Ops scope.● Generates/updates and enforces Service Level Agreements (SLA) for all teams.● Contributes in monthly and quarterly status meeting with Management. Provide analyses on trends based on event data.● Suggests improvement to internal processes along with possible solutions.Team Management● Develops and maintains departmental workflow procedures and SOPs.● Conducts regular trainings and refreshers.● Conducts regular 1:1 with direct reports.● Mentors and guides team members.● Ensures team’s compliance to HR SOPs.● Plans onboarding program for new joiners to get them operational in the most efficient manner.● Conducts regular assessment of the team capabilities via the competency quizzes, suggests improvements to the processes and/or training or development plans to up-level the team.● Drives regional teams towards project(s) delivery, including contribution to SOPs, reports, etcClient Education● Serves as a point of escalation and provides the highest level of customer service for Meta clients.● Develops clear documentation to educate clients on the team’s services.● Updates and maintains the internal Wiki page.● Manages client expectations and effectively communicates the Event Operations team’s level of support.● Meets stakeholders to inform them of available Services.Administration● Drives self improvement through independent learning.● Accounts for time spend through accurate logging of timesheet on a weekly basis.● Adherence to other admin processes as appropriate.● Audits teams’ admin as necessary.------------------Qualifications:● 5 years of experience in managing a team or teams of full time event operation technicians (as opposed to freelancers).● 5 years of working knowledge of audio-visual equipment in a live event setting, demonstrating proficiency across audio, video, lighting and projection disciplines.● Experience with technical challenges and problem-solving in a live event production environment.● Familiar with virtual event platforms and their functionality, and execution of both live and virtual events● Exceptional professionalism and customer-service skills.● Proficient in having impactful conversations with clients about their support needs and requirements.● Excellent in task management, proficient verbal & written communication skills, and keeps on top of regional schedules.● Enjoys working in a team-oriented environment and is highly motivated and communicative.● Excellent interpersonal skills, with the ability to build relationships and collaborate within a diverse, cross-functional team.● Able to communicate difficult and sensitive information tactfully.● Independent critical and creative thinking with bold problem solving.● Must be comfortable working in a fast-paced, diverse & demanding environment.● Copes well under pressure.● Proficient with Microsoft Office, Outlook & Google Suite and/or other business applications.-- Monolith, as an equal employment opportunity and affirmative action employer, is committed to diversity, equity and inclusion in our workplace to be able to innovate, transform, and thrive together.