What are the responsibilities and job description for the Assistant Director, Customer Service Management position at Expo?
The Expo Group is seeking qualified Assistant Director, Customer Service Management to oversee, lead, and mentor teams of up to 12 members, some of whom also have direct reports. This is a hybrid role based in our Orlando, Florida office. The Assistant Director will oversee their team's operations by managing processes, roles, and responsibilities for direct reports while fostering a supportive environment through regular communication and mentorship. The Assistant Director will assist in hiring, onboarding, and training new team members, as well as reviewing and approving timesheets and expense reports.
We're looking for someone with a bachelor's degree and 5 years of related experience, including 3 years managing teams. Additionally, they should be comfortable working in the fast-paced trade show industry, and have a service and team focus. Candidates should have a working knowledge of Microsoft Office, be comfortable learning new software, and have an overall willingness to both teach and learn. Well-developed time management skills, attention to detail and the ability to complete projects and assignments with minimal supervision are necessary for success.
We're looking for someone who can :
- Manage all process and procedures and roles and responsibilities with all direct reports
- Work closely with assigned team members to answer and follow up on questions that they have regarding department processes, show procedures and company policies
- Meet regularly with team members, both one and one and as a group to answer questions, provide support, and help them navigate existing and potential issues.
- Assist with all hiring, onboarding, and training of new team members
- Review and approve timesheets, paid time off requests, and expense reports weekly
- Perform yearly employee performance evaluations for direct reports
- Assist with scheduling, succession planning and career path growth for all direct reports
- Develop strong internal peer network with other teams
- Work with other department leadership to ensure a balanced cross functional relationship
- Review and assist team with exhibitor disputes
- Assist with ensuring vendor management ordering deadline dates are being met
- Participate with any suggested change to operating systems
The Expo Group offers a great-work life balance. This is a hybrid position, and the candidate must be able to commute to the Orlando office as needed. Our people are the foundation of our business, which is why we offer a competitive benefits package including Medical, Dental, Vision, 401K and more. The Expo Group is committed to providing a safe work environment and to fostering the health and well-being of its employees. That commitment is jeopardized when any of our employees use substances the federal government deems an illegal substance at home or at work, comes to work under their influence, possesses, distributes or sells drugs in the workplace, or abuses alcohol on the job. As part of our commitment to safeguard the wellbeing of our employees and to provide a safe environment for everyone, The Expo Group has established a drug-free workplace policy. All candidates must pass a drug test prior to employment.
The Expo Group is a trusted exhibition and events partner helping organizations grow their attendee, exhibitor and sponsorship revenue through the design and execution of unique, compelling and memorable experiences. The company is headquartered in Irving with offices in Orlando, Chicago and Las Vegas. Learn more at www.theexpogroup.com.
Only applications received through our website will be considered. For design positions, please also be sure to upload your portfolio or review of your application will be delayed.
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company.
LI-Hybrid
orlando
