Buscar empleo: 309 ofertas de trabajo de microsoft en Honolulu, Hawaii (mayo 2026)

Senior Director, Operations & Client Servicing

hace 3 días

Honolulu

SUMMARY The Senior Director, Operations & Client Servicing provides strategic and operational leadership for the systems, workflows, and client servicing infrastructure that support Meet Hawai‘i’s Citywide and Single Property sales teams. The Senior Director leads the Operations and Client Servicing teams, ensuring disciplined, consistent execution of processes, tools, and service standards in support of Meet Hawai‘i’s commercial goals and HVCB’s enterprise strategy. Acting as the operational integrator for the Meet Hawai‘i program, this role connects daily execution with long-term business objectives by designing and maintaining the operational architecture that enables sales productivity, client servicing excellence, and performance transparency. The Senior Director ensures that systems supporting pipeline management, client servicing, reporting, and event execution function as a cohesive operating model. Core Accountability The Senior Director is accountable for building and leading the operational and client servicing framework that enables Meet Hawai‘i’s commercial success. This includes directing both the Operations and Client Servicing teams; maintaining reliable systems and workflows; supporting sales pipeline visibility; ensuring accurate reporting and compliance with HTA and HVCB requirements; and establishing service standards that elevate the client experience across the entire convention lifecycle. ESSENTIAL DUTIES AND RESPONSIBILITIES Perform other related duties as assigned or deemed necessary. KEY RESPONSIBILITIES Strategy and Leadership • Develop and maintain operational frameworks that support Meet Hawai‘i’s sales strategy and long-term program objectives., • Translate organizational goals into practical systems, workflows, and service standards that enable consistent execution., • Partner with the VP Global MCI to align operational priorities with commercial targets and market opportunities., • Lead annual operational planning, budget coordination, and performance evaluations across the Operations and Client Servicing teams., • Foster a culture of accountability, collaboration, continuous improvement, and professional growth. Operations Management • Oversee the Meet Hawai‘i Operations Team, including coordinators, managers, and administrative staff., • Design and maintain operational workflows that support RFP management, bid coordination, and event planning processes., • Manage operational systems including budget tracking, procurement coordination, vendor payments, and internal administrative processes., • Lead logistics planning for trade shows, missions, hosted buyer programs, and other Meet Hawai‘i initiatives in coordination with Sales leadership and Integrated Communications., • Ensure contract oversight, HTA/HVCB compliance, and adherence to internal policies and financial procedures., • Maintain accurate documentation of processes through a centralized operations procedures manual., • Conduct periodic cross-departmental operational reviews to identify efficiencies and strengthen coordination. Client Servicing Leadership • Lead the Client Servicing Team in delivering high-quality event support for Citywide and Single Property conventions, meetings, and incentive programs., • Establish service standards that guide the client’s experience across all stages of the convention lifecycle., • Coordinate with hotels, DMCs, venues, attractions, and community partners to ensure seamless event execution., • Monitor client satisfaction, evaluate feedback, and implement improvements to strengthen Hawai‘i’s reputation as a world-class meetings destination., • Oversee training programs that strengthen destination knowledge, operational coordination, and service professionalism across the team., • Develop and maintain client servicing playbooks that standardize key service touchpoints while allowing flexibility for unique event needs. Pipeline and Program Operations • Support the operational management of the Meet Hawai‘i sales pipeline by maintaining effective workflows for lead routing, RFP coordination, and proposal development., • Partner with Sales leadership to ensure that opportunities move efficiently through the bidding and booking process., • Collaborate with Enterprise Strategy & Performance to ensure operational visibility into pipeline health, booking pace, and key program metrics., • Identify operational improvements that enhance responsiveness, coordination, and conversion efficiency. Technology and Reporting • Oversee operational governance of the Meet Hawai‘i CRM environment, ensuring consistent usage, data accuracy, and process alignment across teams., • Partner with Enterprise Strategy & Performance to support performance dashboards, reporting frameworks, and operational analytics., • Produce operational reports required to support HTA and HVCB contract requirements., • Identify and recommend technology solutions that improve workflow efficiency, collaboration, and documentation across the MCI program., • Work with IT to maintain effective communication and collaboration platforms supporting the Meet Hawai‘i team. Team Leadership and Development • Mentor and develop Operations and Client Servicing team members., • Establish clear expectations, professional development pathways, and leadership growth opportunities across the team., • Promote a collaborative culture that values accountability, mutual respect, adaptability, and shared success., • Encourage innovation and continuous learning as the organization evolves. KEY DELIVERABLES Operational • Meet Hawai‘i Operations Procedures Manual documenting core workflows and program processes., • Cross-Department Operational Reviews to identify efficiencies and strengthen coordination across teams., • Standardized Project Management Framework supporting Citywide and Single Property initiatives. Client Servicing • Client Experience Playbook defining key service touchpoints across the client journey., • Client Satisfaction Survey Framework capturing feedback and improvement insights., • Service-Level Standards with measurable benchmarks for responsiveness and service quality. Technology Data and Reporting • Maintain accurate, consistent CRM data governance and reliable operational reporting to support decision-making., • HTA-required operational and servicing reports delivered accurately and on schedule., • Internal program performance summaries supporting leadership decision-making. SUCCESS IN THIS ROLE LOOKS LIKE • Reliable, well-coordinated systems that enable the Meet Hawai‘i team to operate efficiently and effectively., • Consistently strong feedback from clients and industry partners., • Seamless coordination across servicing touchpoints that reinforces Hawai‘i’s reputation for professionalism and hospitality., • Engaged and capable Operations and Client Servicing teams with clear expectations and opportunities for growth., • Strong collaboration between sales, servicing, and supporting departments., • Operational improvements that enhance program performance and client satisfaction., • Systems and workflows that adapt effectively as Meet Hawai‘i and HVCB evolve. QUALIFICATIONS To perform this role successfully, an individual must be able to perform the essential duties outlined below. The requirements listed are representative of the knowledge, skills, and abilities needed. Reasonable accommodations are available to enable individuals with disabilities to perform these functions. Education • Bachelor’s degree in Business Administration, Operations, Hospitality, or a related field. Experience • 7-10+ years of progressive leadership experience in operations, program management, hospitality, or client servicing., • Demonstrated experience in operational leadership, process improvement, and team development., • Proven ability to coordinate complex initiatives involving multiple internal and external stakeholders. Core Competencies • Strong operational leadership and organizational skills., • Excellent written and verbal communication abilities., • Relationship-building skills with the ability to collaborate across teams and partner organizations., • Strategic thinking combined with practical execution capability., • Proficiency in Microsoft Office Suite and project management tools. Preferred Qualifications • Experience within a destination marketing organization (DMO), convention bureau, hospitality organization, or tourism-related sector., • Experience with CRM platforms such as Simpleview or comparable systems. Work Environment • Professional office environment., • Regular attendance at meetings, events, and conferences. Work Hours • Full-time; exempt position., • Work hours may extend beyond standard business hours, including evenings or weekends, based on events, meetings, or operational needs. Physical Demands • Ability to sit, stand, and walk for extended periods., • Ability to attend events and meetings that may require prolonged standing or movement., • Ability to lift and carry materials weighing 30-50 pounds on an occasional basis. Salary Range: $125,000 - $170,000 Comprehensive Benefits Package Includes: • Medical, Dental, and Vision Insurance., • Paid Vacation & Sick Leave, • Employer-Paid Life Insurance, • Company-Contributed Long-Term Care Coverage, • Long-Term Disability Coverage, • 401(k) Retirement Plan with Company Match and Safe Harbor Contribution Equal Employment Opportunity Hawai‘i Visitors & Convention Bureau is an Equal Opportunity Employer. We are committed to creating a diverse, inclusive, and respectful workplace and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran status, or any other status protected by applicable federal, state, or local law. Reasonable Accommodation (ADA) Hawai‘i Visitors & Convention Bureau is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state law. Applicants who require reasonable accommodation to participate in the application or interview process may contact Human Resources for assistance.

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