The AV Operations Manager provides and manages all services used to deliver technology to our customers and associates including networking, desktop support, audio, video, HSIA, audio & video conferencing, webcasting, and basic lighting for different types of meetings and events. The AV Operations Manager works closely with customers to deliver an excellent meeting, conference, and working experience. The AV Operations Manager oversees AV Operations Specialists in supporting/executing customer needs and helps manage, train, and lead Specialists in personal, technical, and career development/training. The person in this role also works directly with the sales and event teams to deliver excellent client experiences. The AV Operations Manager will work closely with the AV Production Manager to take pre-production information and translate it into day of operations.
1. The AV Operations Manager is responsible for Operations Management in regards to event logistics, staffing, and rental equipment.
2. Provide ad-hoc troubleshooting and assistance to customers of all technology competency levels.
3. Manage and troubleshoot AV equipment, including but not limited to audio, video, lighting, computer networking systems, and hardware.
4. Evaluation and trouble-shooting of personal computer hardware and software, peripheral devices, mobile devices, and network component problems.
5. Pre-program coordination with clients, and the AV Production Manager, ensuring that all of their technological needs are met and in place for their arrival.
6. Provide genuine anticipatory customer service by establishing good working relationships with Convene team members, divisions, and vendors.
7. Attend PEO, Pre-Con, and pre-production meetings as needed.
8. Direct day-to-day floor operations of AV Operations Specialists, including set and strike, scheduling, etc.
9. Create a weekly schedule for AV Operations Specialists and coordinate with other locations to share resources as needed.
10. Delegate tasks across the team.
11. Develop and maintain positive relationships with clients and assist with any reasonable requests during programs.
12. Interact with the sales team to ensure a thorough understanding of the client experience with Convene prior to the start of their meeting/event.
13. Assist in any areas of daily operation.
14. Responsible for Training & Development of AV Operations Specialists.
15. Assist with developing a healthy employee relations climate, including employee motivation and coaching.
16. Participate in collaborative project efforts with both the technology team and other departments.
17. Participate in employee appraisals.
18. Mentor AV Operations Specialists to provide a consistent level of customer service.
19. Interview and hire prospective candidates for all positions in the department using targeted selection.
20. Stay current on industry trends in special events/meetings through benchmarking, trade publications, competitive shopping, and special event conferences.
21. Review all departmental SOPs on a quarterly basis and update as needed.
22. The AV Operations Manager will be Responsible for weekly financial reporting of client programs, tracking labor hours/dollar amounts, and other departmental expenses.
23. Review P&L/General Ledger reports for department/location ensuring accuracy.
24. Approval and submission of vendor invoices to Accounts Payable in a timely fashion.
25. Participate in the annual budgeting process for team member’s location.
26. Completion of weekly/monthly status reports.
27. Maintain and uphold Convenes cultural standards
28. Perform other duties as requested by management.
29. Show initiative and drive to solve problems.
30. Portray a polished, professional image according to Convene dress code standards.
What We Look For:
31. 5+ years’ experience in managing AV and IT equipment and computer software systems
32. Experience leading team members.
33. Customer service or hospitality experience preferred.
34. Demonstrate extensive knowledge of audiovisual equipment including analog/digital audio mixers, wireless microphone systems, seamless video switchers, and projectors/displays.
35. Possess an understanding of Crestron control, and hardware endpoints.
36. Basic knowledge of data networking principles, architecture, and applications.
37. Experience in the basic installation, configuration, operation and administration of operating systems, applications and hardware for Macs, PCs, LANs, servers.
38. Proficient in Microsoft Office and Apple iWorks suite of business applications.
39. Ability to lead and manage other team members while working effectively with both internal and external clients.
40. Experience with CRM applications.
41. Flexible, long, and weekend hours sometimes required.
42. Ability to move, lift, carry, push, pull, and place objects up to 25 pounds without assistance.
43. Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
44. Ability to stand, sit, or walk for an extended period of time.
45. Ability to climb and work on a ladder for lengthy periods of time.
Equipment & Technical Qualifications:
46. Audio: 4-48 channel analog/digital mixers, wireless microphone lavaliers and handhelds, push to talk microphone systems, audio recorders. Familiarity with Biamp Server/Forte systems a plus.
47. Video: Switchers, projectors, LCD displays, LED Video Walls
48. Lighting: Knowledge of Lighting Maps, lighting concepts, and lighting best practices, familiarity with rigging.
49. IT: Wi-Fi troubleshooting, connecting hardline internet, Knowledge of DHCP/Static IP addressing, operate, other collaboration tools and equipment
50. Hybrid: Familiarity with virtual meeting and event platform functions as well as live-streaming technologies including cameras, encoders, and lighting.
51. Control: Familiarity with Crestron control systems and associated hardware
We’re Here For You:
At Convene Hospitality Group, we want you to feel supported in every part of your life. Here’s what you can expect:
52. Health & Wellness: Private medical insurance, subsidised fitness and eye care, plus well-being and personal support programs. Because your well-being matters, inside and outside of work.
53. Time Off & Balance: 25 days annual leave, bank holidays, and company sick pay.
54. Financial Benefits: Bonus scheme, interest-free loans for rail travel or further education, and a Cycle to Work program. We invest in you so you can grow personally and professionally.
55. Growth & Recognition: Career development opportunities and programs to celebrate your achievements.
56. Community & Impact: Volunteer, donate, and make a real impact through your work.
At Convene Hospitality Group, we believe great teams are built by bringing together people with different backgrounds, perspectives, and experiences. Our values of GRIT (Genuine, Relentless, Integrity, and Teamwork) shape how we show up for each other every day. We want everyone here to feel welcome, supported, and free to be themselves. If you’re excited to grow, learn, and make an impact, we’d love to have you on the team.
Convene Hospitality Group is proud to be an equal opportunity employer. We welcome applicants of all backgrounds, experiences, and perspectives.