Participant Engagement Manager

Opus - Digital Studios United States


Position at Opus


Participant Engagement Manager Digital Studios

Reporting to: Director


The Participant Engagement Manager is responsible for executing tasks related to the execution of registration process for participants attending digital events, hybrid and in person events while collaborating with and leading teams. This includes supervising customer service for attendees, strong time management skills, the ability to multi-task.  This position will support the Digital Project Manager and be responsible for fulfilling the role of the Customer Service Systems Lead.


The Participant Engagement Manager leads and supervises Opus employees as well as Freelancers within Digital Studios on projects and ensures that deadline are met, service level agreements have been exceeded, correct Opus processes are being implemented, and that client needs are anticipated and exceeded.


The Participant Engagement  Manager works within the Digital Studios team and reports to the Director. This role may have supervisory responsibilities.


Key Responsibilities:

  • Able to provide recommendations on customer service best practices.


  • Well versed in customer service tools and resources


  • Communicates effectively and in a timely manner between internal team, clients, attendees, and vendors via phone, email, chat and conference calls


  • Uses Excel, Word and PowerPoint efficiently for reports and training purposes.


  • Thoroughly completes all projects within goal and budgetary requirements by identifying and utilizing the most efficient methods to execute each project and task


  • Ensures coordination with event team, client, and vendors by providing status reports


  • May manage full-time employees and will act as an event supervisor


  • Participates and contributes to high-touch, complex client meetings that involve multiple clients and stakeholders


  • Assist in identifying the need for departmental trainings and creates or improves upon department resources/processes


  • Effectively manages relationships with clients and vendors


  • Regularly uses advanced Excel formulas, and can create, edit, and present reports to client teams


  • Consults clients on Participant Engagement tools and actively participates in identifying best practices for events


  • Provides critical, constructive feedback to colleagues in a professional manner


  • Creates timelines and organizational documents with the Technical Project Manager and client teams; ensures the timeline is followed


  • Recognizes the need for documentation improvement, takes ownership in actively improving said documents; strong participant in team and client meetings, regularly prepares topics for discussion; demos relevant tools functionality


  • Supervises and trains others on event platforms being used for live engagements.


  • Frequently creates and conducts onboarding trainings for teams of 5-150 people.


  • Manages and supports onsite help desk. 



Core Requirements:

Bachelor’s degree from a four-year college or university


2+ years of management-level experience in a relevant role is required, depending on type of experience. Knowledge in project coordination, event registration, customer service is highly preferred


Experience in managing events successfully from concept to execution


Supervisor experience preferred


Displays strong critical thinking, organizational, and analytical capabilities


Strong project management skills


Demonstrates strong verbal, written communication, and presentation skills


Ability to effectively prioritize workload on multiple projects & events simultaneously


Successfully performs in high stress, fast-paced environment


Accepts changes with short notice and tolerate frequent interruptions


Ability to maintain high levels of confidentiality


Works cooperatively with other employees, vendors, and clients


Portrays professional presence through superior communication, presentation, promptness, and appearance


Shows personal and professional integrity, and commitment to excellence and high standards


Self-directed and deadline-driven, with an ability to manage priorities and projects within a fast-paced, dynamic environment


Ability to work on complex projects with general direction and minimal guidance, both independently and as a member of cross functional teams


Strong attention to detail with ability to see the big picture


Microsoft Office suite program experience required (Outlook, Word, Excel, PPT, OneNote, etc.) 


Travel required