Hybrid Senior Manager, Operations & Systems Management - Commercial, MICO26 – Olympic & Paralympic Games chez WMEIMG

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Overall Scope of Role

The role of the Senior Manager, Operations & Systems Management - Commercial, is a key role within the Commercial Experiences & Program Management Team. He/she will work at a strategic level to ensure seamless guest experiences and operational readiness for all the commercial products of the Olympic & Paralympic Games including IVH, OVH and Overnight packages. This role will primarily serve as the technology and operations liaison and will work with internal and external constituents to plan, manage, and optimize the commercial guest journey. Additionally, this position will support technology adoption, workflow efficiency, and data accuracy across various operational tools, ensuring that guest information and program logistics are effectively structured for operational success.

Essential Functions & Responsibilities

Primary Responsibilities – Olympics and Paralympics

• Liaising with technology and relevant operational FAs on the digital guest journey including adjustments of e-comm flow, supporting guest communication, guest information capture for guest profile and hospitality hub.
• Lead training to the internal servicing teams on new guest information capture platforms and processes of the guest information capture
• Translate operational needs and workflows into actionable tech specifications, to ensure tech teams are fully aware of guest information requirements and that the tools being built are intuitive and useful for the operational end users
•  Support the deployment and maintenance of scalable workflow systems (Airtable, Omni, guest registration platforms, etc...) that enhance operational planning and execution
• Maintain and refine operational workflow platforms (Airtable, Omni, and guest data tools), ensuring data accuracy, accessibility, and alignment with operational needs.
• Develop and maintain clear documentation of guest registration processes, large-group management procedures, and workflow optimizations to support long-term system improvements.
• Collaborate with technology teams to optimize dashboards and reports, ensuring operations teams receive structured, actionable data in the optimal format
• Oversee and maintain guest data across On Location’s systems, ensuring accuracy, proper structuring, and operational accessibility for seamless event execution
• Support operational reporting functions for the operational teams to ensure, more broadly, that they have access to all the data they need to optimize guest communication, transportation, hospitality, accommodations, accessibility, guest movement logistics, etc.
• Identify inefficiencies in current workflows and processes, proposing tactical improvements for operational teams while supporting long-term strategic technology solutions for tech teams
• Develop operational workflows, based on both ad-hoc and long-term needs determined by the operational teams, that integrate data-driven insights into decision-making processes
• Act as the first point of contact for troubleshooting operational workflow issues in Airtable, Omni, and other guest management platforms, working with tech teams to resolve issues efficiently.
• Proactively identify and resolve operational bottlenecks, ensuring seamless coordination between guest services and technology teams.
•  Support and facilitate communication between operations and technology teams, ensuring alignment on guest data workflows, registration systems, and large-group logistics
• Support real-time alignment between operational workflows and technology during high-stakes event execution, addressing urgent challenges to maintain seamless guest experiences
• Identify and implement tailored, short-term solutions to address operational needs that cannot be resolved within the existing technology system
• Support operations and technology teams to develop interim workflows, tools, and processes that ensure seamless operations while formal tech solutions are designed and deployed
• Maintain documentation of alternative solutions, including their use cases and impact, to inform future strategy, decision-making, and technology investment
• Support and execute all other duties assigned by the team or leadership.

Administrative & Other Responsibilities

• Create presentations and documentation in Microsoft office (PPT, Word, Excel, etc.) or Keynote as needed and assigned. 
• Develop and implement specific event procedures and systems.
• Conduct and participate in meetings with program management, technology, and operational teams, providing structured updates on guest data, workflow enhancements, and system troubleshooting
• Attend meetings and take notes to record updates and next steps.

• Manage timelines and deadlines related to assignments.
• Participate in brainstorm sessions; research, ideate and provide creative ideas.
• Manage assigned projects through companies’ project management system.
• Manage other administrative duties as needed.

Other Duties & Responsibilities

This position is responsible for carrying out managerial responsibilities according to the organization's policies and applicable laws.

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. Duties, obligations, and activities may change at any time with or without notice.

Travel

Must be adaptable with work and travel schedule, including both domestic and international destinations. Available to travel for work during holidays, weekends, and key event times.

Qualifications

Required Education and/or Experience, Knowledge, Skills, and Abilities

• Experience with Global Events and Communications including Olympic Games, FIFA World Cup, and/or Rugby World Cup required
• Experience with extensive experience in the entire life cycle of a planning a Global Event from strategy to execution required
• Must have an interest in travel, tours, experiences, experiential marketing and continuously research new concepts, interesting ideas and activations
• Bachelor’s Degree in Hospitality, Event Management, Sports Marketing and/or a related field, or equivalent experience preferred
• Experience in the Travel & Hospitality industry
• Experience in strategic thinking and planning events including putting process and best practices in place
• Extensive experience with guest services as well as event curation, execution, and/or operations
• Experience with registration systems and databases
• Experience with creating presentations in PowerPoint and/or Keynote presentations
• Experience in Microsoft office (PPT, Word, Excel, etc. required) 
• Exceptional interpersonal skills with a collaborative style and ability to communicate effectively at all levels including strong oral, written, and presentation skills
• Strive for ongoing creativity, innovation and new way of planning and executing events
• Continually strive for self-development and discovering better means of accomplishing both personal and professional goals
• Ability to live company’s Core Values every day and be a positive team member

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