Director of Operations

Director of Operations

MSM is woman-owned, experiential agency bringing brands to life through strategy, award-winning experience design, and flawless execution for trade shows, events, environments, and customer engagements. We deliver with genuine passion and a commitment to exceeding customer expectations and creating exceptional customer experiences. Our employees support, promote, live, and breathe a service culture, where we:

• Thrive in a demanding environment

• Build meaningful relationships

• Demonstrate a positive attitude and adapt to change

• Set high standards and strive to exceed

The Director of Operations oversees and optimizes operational workflows for projects, including production planning and resource allocation, ensuring the efficient, high-quality, and timely delivery of tradeshows and events.

As a key leader in the organization, Director of Operations will:

• Develop and articulate a clear, compelling vision
• Inspire others with authentic enthusiasm and passion
• Cultivate the highest performance standards and not settle for mediocracy
• Have an unwavering commitment to the company’s success

Job Accountabilities:

IMPLEMENT DATA DRIVEN WORKFLOW AND PROCESS IMPROVEMENTS:

• Use existing and identify new operations data to create reports, predictive models, dashboards, forecasting tools, etc.
• Analyze project and production metrics to streamline workflows, reduce bottlenecks, and improve productivity.

RESOURCE ALLOCATION AND CAPACITY PLANNING:

• Forecast resource demand for current and future project pipelines, by analyzing past projects to predict staffing needs, production capacity, vendor resources, etc.
• Create workload contingency plans for production.

QUALITY AND COST CONTROL:

• Work as a key member of the Quality Team, focusing on project planning for production and vendor quality.
• Develop, monitor, and report key performance indicators (KPIs).

Key Responsibilities:

• Forecast the production pipeline, as well as track scope and timeline changes, using data & metrics.
• Work closely with estimating & procurement to achieve the optimal balance in-house and outsourced production.
• Collaborate with project management and client services to capture project planning data to drive production scheduling decisions.
• Coordinate with project teams to identify opportunities to improve the data captured in CSI and Monday.com to implement process improvement and create better project information workflow.
• Monitor production status and adjust schedules as necessary to meet delivery deadlines.
• Evaluate processes to improve operational efficiency and effectiveness.
• Manage external production partners, ensuring adequate vendor resources are available to produce high quality work.
• Analyze and report on key performance indicators (KPIs) related to production and scheduling.
• Contribute to budgeting and financial planning for production operations.

Required Skills and Experience:

• 7-10 years in an operations role with proven success in data driven organizational change management
• Proficiency in data sourcing, data interpretation, trend analysis, and optimizing process
• Technical proficiency with relevant software and systems
• Success with scaling data-driven workflows
• Data-driven decision-making skills, ability to translate data insights into operational strategies
• Strong decision maker, effective under pressure
• Excellent critical thinking, communication, negotiation, and problem solving skills
• Superb people and leadership skills and ability to interact with peers, senior Executives, cross-functional stakeholders, and external third parties.
• Ability to organize people & resources to achieve deadline driven objectives
• Thrives under pressure while managing multiple projects and initiatives simultaneously
• Bachelor’s degree in operations, data science, business analytics, or a relevant field; MBA or advanced degree preferred

The compensation offered will be determined by multiple factors, including the applicant’s job-related skills, relevant experience, and education. This role offers significant opportunities for growth in terms of leadership and compensation.

Compensation Range: $100,000 – 150,000

Location: Rochester, NY (In-Person)