The Opus Group Careers

Position Description

Position/ Title:Attendee Support Manager

Department:Event Technology & Registration

Reports to:Sr. Director of Attendee Support (Event Technology & Registration)

Status:Salaried, Exempt

WHO WE ARE
Opus Agency partners with world-shaping brands like Amazon, Google, Microsoft, and Salesforce to catalyze movements through shared experiences. Crafted through our end-to-end capabilities and propelled from the epicenter of events, content, and community, these experiences are renowned for accelerating momentum—and success—for everyone involved.

Built across four decades, we scale excellence at the forefront of focused strategy, fearless creativity, emerging technology, and agile delivery. Today, as the flagship of The Opus Group, our team members are outperforming from hubs throughout the United States, in the heart of London, and around the world. 

If you embody our cultural pillars—if you can bring versatility, embody optimism, elevate integrity, catalyze curiosity, and own excellence—then join us in fueling the future of brand movements. 

WHAT WE ARE LOOKING FOR

The Attendee Support Manager will serve as both an attendee support lead on medium to large scale in-person events, including and up to marquis events with 50,000+ attendees and other high-touch projects. This role is responsible for large-scale customer support of attendee registration, which includes working with clients and other stakeholders to advocate for the attendee and back-end user experience throughout the build of a registration website, training and overseeing others providing attendee support and managing onsite helpdesk locations.

This is a client-facing role, which will work directly alongside Opus Project Managers, and Attendee Support personnel to deliver unforgettable experiences.

YOU SHOULD HAVE

• 3+ years of experience in a relevant role, with strong preference for experience in corporate events with registration software such as Cvent, Rainfocus, Stova (Aventri, eventcore, MeetingPlay) Swoogo, and Eventbase, and email ticketing software such as Help Scout and Zendesk.
• Proven experience in management of high-touch projects or events successfully from concept to execution
• Bachelor's degree from four-year institution is preferred.

• 2+ years of experience leading & supervising successful teams
• Experience creating effective trainings and resource documents
• Ability to multi-task in a fast-paced environment
• Strong writing skills (including clarity, customer-friendly tone, accuracy and grammar/structure) are a must in this role as you represent our clients to their customers

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works as workstream lead on large events (approx. 50k in person, 200k digital)
• Independently manages and supervises all assigned tasks on a variety of event types, for multiple projects simultaneously
• Supervises, trains and supports team members staffed on your programs
• Creates a workback timeline and ensures the timeline is followed.
• Creates and maintains documentation and resource guides for registration website/digital tools.
• Demonstrates proficiency in using known and new digital tools and platforms, including understanding how functionality impacts user experience and troubleshooting technical solutions.
• Understands all areas of a digital event and event registration (finance, housing, web) at a high-level and can speak intelligently to clients on these areas
• Active participant in team and client meetings; document meeting outcomes. Able to lead complex client meetings involving multiple clients and stakeholders.
• Thoroughly completes all projects within hourly goal and budgetary requirements by using the most efficient methods to execute each project and task.
• Regularly uses advanced Excel formulas, and can create, edit, and present reports to client team.
• Supervises onsite team, acts as a point of contact for the client as needed.
• Develops attendee support plans and continuously updates team on best practices and/or current process.
• Assists in answering incoming emails and chats from customers, clients, vendors and team members.
• Provides excellent customer service to attendees, clients and vendors. 
• Recognizes the need for process improvement, takes ownership in actively improving documents and team resources.
• Creates risk mitigation plans and quickly adapts to changing circumstances requiring changes to plans.
• May manage direct reports
• Supports interview process for seasonal staff
• Creates resources and trainings for staff supporting your projects
• Oversees outgoing responses from team members and provides feedback/coaching as necessary to assure high performance
• Supports registration check-in and attendee escalations at various events throughout the US and internationally
• Maintains positive relationships with key client stakeholders, provides regular reports and updates as needed
   

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Displays strong critical thinking, organizational, and analytical capabilities.
• Manages own time to meet project deadlines and in a manner that supports others meeting their project deliverables.
• Demonstrates strong verbal and written communication and presentation skills, exhibiting confidence.
• Ability to effectively prioritize workload on multiple projects & events simultaneously.
• Successfully perform in high stress, fast-paced environment. 
• Accept changes with short notice and tolerate frequent interruptions.
• Ability to maintain high levels of confidentiality.
• Work cooperatively with other employees, vendors, and clients.
• Demonstrate resourcefulness, able to self-direct one’s own learning and development with support of peers and managers.
• Can provide critical, constructive feedback to colleagues in a professional manner.
• Microsoft Office suite program experience (Outlook, Excel, PowerPoint, OneNote); Excel and spreadsheet experience strongly preferred
• Language skills - Ability to write reports, business correspondence, and procedural instructions. Ability to present information and respond to questions from managers, clients, customers, or the public. Ability to interact both on a one-to-one and group basis.
• Mathematical skills - Ability to apply concepts of basic algebra and geometry, fractions, percentages, ratios, and proportions to practical situations. Ability to create, monitor and understand budgets, debits, credits, and reconciliation.
• Reasoning skills - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
   

TRAVEL AND FLEXIBLE SCHEDULE REQUIRED

This position is required to travel to attend events. Air travel and overnight stays are required. There will occasionally be the need to work outside standard business hours.

HOW WE’LL TAKE CARE OF YOU

Our job titles may span more than one career level. The starting salary for this role is between $67,000 and $85,000. Our salary ranges are based on third-party national average market compensation analysis. The actual salary is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The salary range is subject to change and may be modified in the future.

In addition, you can expect:

• Full time position
• Opportunities for growth and development
• Health & Dental Insurance (choice of plans)
• 100% Employer paid short-term disability and life insurance
• Opportunity to elect additional life insurance and LTD insurance at employee expense
• Paid parental leave
• Opportunity to contribute pre-tax dollars to flexible spending accounts
• 401(K) with employer match
• Flexibility in work schedules
• Generous time off

NOT SURE IF YOU SHOULD APPLY?
Studies show that those identifying as under-represented individuals might have talked themselves out of applying at this point. Don’t worry about checking every single box. At Opus Agency we are dedicated to building a diverse, inclusive, and authentic team – so if you’re excited about this role, but your past experience doesn’t align perfectly with every single qualification in this job description, we encourage you to apply anyway. You may just be the right candidate for this role, or we may have other roles that better align with your skillset.   

OTHER DUTIES AND ACKNOWLEDGEMENT
The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee/ candidate a general sense of the responsibilities and expectations of the position. Duties, responsibilities, and activities may change at any time with or without notice. This does not create an employment contract, implied or otherwise, other than an "at will" relationship. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Opus Agency does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.