Chief Operating Officer

MAJOR ACCOUNTABILITIES include the following.  Other duties may be assigned. 

 

Executive Leadership  

• Lead the execution of organizational strategy through the effective alignment of operational resources, infrastructure, systems, and services. 

• Establish operational priorities, performance expectations, and service standards that support organizational objectives and customer commitments. 

• Direct the performance of the organization's operational portfolio and ensure operational capabilities support current and future business requirements. 

• Evaluate operational performance and implement strategies that improve organizational effectiveness, service delivery, customer satisfaction, and operational efficiency. 

• Advise the Chief Executive Officer and executive leadership team on operational risks, opportunities, investments, and organizational capabilities. 

• Ensure operational disciplines function as an integrated enterprise that supports business continuity, organizational readiness, and long-term organizational success. 

 

Event Delivery and Guest Experience 

• Provide executive leadership for event delivery and guest experience functions and ensures the successful execution of conventions, meetings, exhibitions, entertainment events, and other organizational activities. 

• Establish operational strategies and service standards that support exceptional customer experiences and organizational performance. 

• Ensure operational resources, technologies, personnel, and support services are aligned to meet customer expectations and contractual obligations. 

• Promote cross-functional collaboration and operational integration throughout the event lifecycle. 

• Support organizational growth through operational excellence, customer retention, and service innovation. 

 

Campus Readiness and Public Safety  

• Provide strategic direction and oversight for organizational readiness functions, including public safety, emergency management, and campus logistics. 

• Ensure the organization maintains the operational capability necessary to support a safe, secure, and resilient environment for employees, guests, exhibitors, clients, and visitors. 

• Direct enterprise preparedness, emergency response, business continuity, and incident management strategies. 

• Maintain strategic relationships with public safety agencies, emergency response organizations, and regulatory authorities. 

• Ensure compliance with applicable safety, security, emergency management, and regulatory requirements. 

 

Facility Operations and Infrastructure 

• Provide executive leadership for facility operations, facilities services, sustainability initiatives, infrastructure management, maintenance operations, and asset stewardship functions. 

• Ensure facilities, infrastructure, and operational assets support organizational objectives, customer commitments, and business continuity requirements. 

• Direct organizational efforts to maintain safe, functional, efficient, and guest-ready facilities. 

• Supports capital planning and infrastructure investment initiatives that enhance organizational performance and long-term operational capability.  

 

Financial Stewardship and Organizational Effectiveness 

• Oversee the financial performance of assigned operational functions and ensures responsible stewardship of organizational resources. 

• Identify opportunities to improve operational value, efficiency, and return on investment. 

• Ensure operational decisions support both short-term performance and long-term organizational sustainability. 

• Develop organizational capacity through succession planning, leadership development, workforce planning, and talent management strategies. 

• Foster a culture of collaboration, innovation, accountability, and service excellence. 

• Serve as a champion for organizational change and operational transformation initiatives. 

 

Knowledge, Skills, and Abilities  

• Extensive knowledge of convention center, venue, exhibition, event, hospitality, or destination management operations. 
• Strong understanding of MICE industry trends, business models, customer expectations, and operational best practices. 
• Demonstrated ability to lead complex operational environments with multiple stakeholders and competing priorities. 
• Strong financial, analytical, and business acumen. 
• Exceptional leadership, communication, negotiation, and relationship-building skills. 
• Ability to lead organizational change and continuous improvement initiatives. 
• Strong crisis management, problem-solving, and decision-making capabilities. 

 

ACCOUNTABILITIES FOR SUPERVISION  

• Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions. 
• Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary. 
• Provide leadership, direction, and accountability for senior operational leaders and department heads. 
• Build a high-performing culture focused on collaboration, innovation, service excellence, and continuous improvement. 
• Establish performance goals and operational metrics for departments and leadership teams. 
• Support succession planning, leadership development, workforce planning, and employee engagement initiatives. 

Core Competencies  

• Strategic Leadership 

• Executive Decision Making 

• Change Leadership 

• Executive Communication 

• Relationship Management 

• Operational Excellence 

• Financial Acumen 

• Risk Management 

• Customer Experience Leadership 

• Facility and Infrastructure Management 

 

Qualifications Education Required Bachelors or better. Experience Required Demonstrated success leading multi-functional operational organizations and large workforces. Minimum of seven (7) years of senior leadership experience managing complex operational functions. Minimum of twelve (12) years of progressively responsible operational leadership experience. Experience leading large-scale facilities within a convention center, major event venue, destination organization, exhibition operator, or large-scale event production environment. Preferred Certified Venue Executive (CVE), Certified Meeting Professional (CMP), Certified Exhibition Management (CEM), or related professional certification preferred. Equal Opportunity Employer
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