Job Title: Collaboration & Conference Services Manager

Location: East Hanover, NJ

Position Type: Full-time, Direct Hire

Salary Range: $119,000 -$129,000 (negotiable based on experience)

Summary:

The Collaboration & Conference Services Manager supports global operations, drives strategic initiatives, and ensures alignment with enterprise standards. The role requires experience in service management, stakeholder engagement, and service implementation, with a strong focus on customer success and operational excellence.

Responsibilities:

• Oversee global service delivery by standardizing processes, managing vendor performance against SLAs, coordinating regional execution, and continuously improving workflows to ensure alignment with enterprise standards and consistently meeting customer expectations.

• Drive continuous improvement across services and processes by capturing feedback and performance data, prioritizing optimization opportunities, implementing standardized enhancements, and tracking outcomes to deliver measurable gains in efficiency, quality, and customer satisfaction.

• Ensure quality and consistency of service delivery across regions.

• Ensure data integrity and performance visibility by defining metrics, maintaining accurate records in systems of record, monitoring dashboards against KPIs, investigating anomalies, and partnering with stakeholders to drive actionable insights and continuous improvement.

• Ensure adherence to approved budgets by monitoring spend against forecasts, enforcing financial controls and approvals, proactively addressing variances, and partnering with stakeholders and vendors to deliver services within agreed cost parameters.

• Lead operational adoption and governance of Event Management System (EMS).

• Support operational efforts regarding organizationally approved collaboration technologies .

• Support global initiatives and cross-functional projects by coordinating inputs, aligning stakeholders on objectives and timelines, and ensuring deliverables meet enterprise standards.

• Liaise with global and local service teams to streamline processes and enhance service delivery by harmonizing workflows, resolving interface issues, and promoting best practices across regions.

• Manage operations of the Remote Support Team by scheduling coverage across time zones, monitoring performance against SLAs, managing escalations, and driving process improvements to maintain consistent service quality.

• Contribute to strategic projects by providing subject-matter expertise, coordinating cross-functional inputs, managing milestones, and ensuring outcomes align with enterprise priorities and governance standards.

• Provide executive-level support for high-profile meetings and events by coordinating end-to-end logistics, aligning with security and communications protocols, managing stakeholder expectations, and ensuring seamless delivery to enterprise standards.

Qualifications:

• 8+ years of experience in AV, collaboration services, or enterprise service delivery.

• Proven track record in global operations.

• Strong understanding of service management and user experience.

• Excellent communication and stakeholder management skills.

• Experience with collaboration tools and event management systems.