We are looking for a key member of Kapow's leadership team. The Director/Senior Manager of Event Operations will be responsible for leading the event operations team and scaling this function to support Kapow's growth. This team coordinates & manages customer events once booked on the Kapow platform. Candidates for this position must be customer focused, process oriented, and embrace a continuous improvement & metric-driven culture. Individuals must also possess a strong ability and willingness to mentor, train, and develop their team. The role requires candidates to think and act like entrepreneurs, proposing new & creative ideas for enhancing the business and then taking action to execute.

The successful candidate will be required to carry out significant coordination with other business leaders and teams across Kapow & Cvent. The position will also represent Kapow at customer/prospect meetings & demonstrations, and will be a key point-of-contact for client escalations. Highly effective communication skills are a must have.

Position Duties

• Identify areas for team effectiveness and improvements that will help enhance the client experience
• Continually review and enhance operational & cross-functional processes, including partnerships with Cvent India team resources
• Manage client escalations through resolution
• Assign and directly provide support to team members on strategic and complex client tasks
• Spend time outside of leadership tasks, serving as the event expert to clients
• Coach and mentor new team members on client facing activity
• Train new and existing team members to enhance their knowledge of the product, role and processes
• Help recruit and interview new team members
• Produce and maintain internal training documentation and processes
• Influence the product roadmap to streamline and automate the post-bookings process
• Develop efficient and effective processes for new product offerings
• Assist in leadership tasks, projects and strategic initiatives

Candidate Requirements

• Bachelor's degree required
• 7-10 years of total work experience in event operations (ideally for corporate clients)
• 5+ years of experience directly managing a team
• Excellent time management, leadership, problem-solving, and communication skills
• Ability to multi-task and execute in a dynamic, fast-changing entrepreneurial environment
• Ability to give constructive feedback to team members to help them improve in their role
• Strong business acumen, ethics and high integrity
• Experience in a customer success role a plus; preferred background in software and SaaS
• Experience working with global teams preferred