Description

POSITION OBJECTIVE
The Conference and Program Manager contributes to the growth and continued success of
Weatherhead School of Management Executive Education through two main functions –
conference services and program management. Regarding conference services, the manager
will secure new client revenue and maintain relationships with current conference services
clients. They will work with clients to plan, confirm, and finalize all details/logistics for corporate
meetings and events taking place at the Dively Conference Center and will be the primary
contact for the client pre, during and post events. The manager will work closely with the
Director of Operations on the day-to-day management of the Dively Conference Center,
including building operations, student events and activities while supervising facility operations.
Regarding program management, the incumbent is responsible for ensuring a high-quality
experience for participants in the executive education programs serving as the primary contact
pre, during and post events. This person is responsible for all aspects of multi-day Open
Enrollment program delivery. This position will interact with a wide range of constituencies
including senior leadership at Fortune 500 businesses, mid- to senior-level line managers and
faculty. The manager ensures a high-quality educational experience for all clients.

ESSENTIAL FUNCTIONS
1. Manage reservations for all meetings/events and non-degree programs taking place in
Dively Conference Center involving decision-making around best utilization of space for
each group and maximizing revenues for the school. Determine the scope of work and
coordinate internal departments and external vendors as needed to support each event.
Create and improve systems/processes to streamline the conference service function that
results in superior client satisfaction. Initiate and negotiate event contracts with clients and
external vendors. Determine staffing needs for event management, set-ups and breakdowns
of special events, and staffing. Primary contact with on-site catering, facility, classroom
technology and public safety teams. Responsible for communicating specific
issues/concerns that impact events taking place in the building. Responsible for working
with each team to identify and rectify any issues. Establish and manage a system for the
final invoicing of internal and external events; reconcile final event details i.e. food and
beverage counts, audio visual, parking and function space utilized and reconcile received
payments. Analyze the energy management systems for occupancy, vacancy, resources
and cancellations, and room rates for each space monthly or as needed and provide the
director of operations with input for improvements in each area where necessary. (40%)

2. Participate in design meetings. Schedule faculty and coordinate human, materials and
facilities resources to support programs that meet the needs of open enrollment participants.
Assess the scope of required materials/resources including audiovisual and print materials.
Establish and maintain a checklist of tasks and materials according to a timeline. Primary
contact for multi-day program participants regarding logistical matters, i.e. location,
accommodations, food, etc. (includes system generated confirmations and emails).
Coordinate off-site program logistics. Act as key liaison between executive education and
program participants. Generate requisitions for program supplies, textbooks and other
support material as designated by faculty presenters. Support the finance function by
providing information regarding program expenditures and requesting contracts for faculty
compensation. (30%)

3. Provide tours to potential clients and answer questions regarding event spaces and
services. Build and maintain relationships with hotels and conference centers to build
mutually beneficial business partnerships. Authorize and decide with clients
(internal/external) regarding all logistical matters, including but not limited to
space/date/schedule requirements, audiovisual needs, number of participants and menus.
This interface occurs pre, during and post events. Anticipate and exceed customer
expectations by creating a WOW experience, showcasing the exemplary client-focused
reputation of the Executive Education team. Monitor and actively manage the physical
environment of the event spaces and deliver on contracted expectations. Negotiate on-site
adjustments to contract interpretation with clients and partners, such as UTech and catering.
Manage client/student interactions; tackle miscommunications with a positive, problem-
solving approach. (15%)

4. Resolve space conflicts that may arise with regards to Dively Conference Center. Serve as
operational liaison for all occupants including food service, EMBA and Executive Education,
with offices in the facility. Respond to and provide resolution to guest concerns regarding
event spaces and services. In conjunction with director of operations, develop and
implement a ‘Dively Center Customer Service Handbook and Resources Guide’ including
policies and procedures for facility use. Coordinate and monitor facility use in formal
programs, informal client interaction and rental groups. Oversee and ensure a well-
maintained Dively Center environment by committing to high quality maintenance and
custodial standards. Develop and maintain the day-to-day management of programming
spaces by ensuring cleanliness of all spaces. (10%)

NONESSENTIAL FUNCTIONS
Perform other duties as assigned. (5%)

CONTACTS
Department: Daily contact with director of operations. Working frequently with other executive
education directors, program managers, catering company managers, and classroom
technology/facilities services staff.
University: Frequent contact with faculty – faculty directors and/or executive education faculty,
University Technology, management school department administrators, parking services, and
university department administrators.
External: Contact with senior to middle level managers, corporate meeting planners, and
external vendors.
Students: Contact with management students and executive education participants/clients.

SUPERVISORY RESPONSIBILITY

Directly supervise one student employee. Indirectly supervise the special events staff.
Coordinate activities of food service, custodial, and security personnel.

QUALIFICATIONS
Education and Experience: High school education and 2 to 5 years OR Bachelor’s degree. Work
experience in event planning/ management, hospitality management, customer service or
related field with a proven sales record.

REQUIRED SKILLS
1. Excellent customer service delivery skills.
2. Proven project management skills.
3. Ability to secure new client revenue through direct sales effort.
4. Attention to details and highly organized.
5. Excellent written and verbal communication skills.
6. Excellent grammar and proofreading skills.
7. Scheduling and planning skills.
8. Ability to work independently and within a team environment.
9. Ability to keep up with constant needs and changes in a fast-paced environment.
10. Ability to manage and work within budgets.
11. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Access and Outlook).
12. Ability to meet consistent attendance. 
13. Ability to interact with colleagues, supervisors, and customers face-to-face.

WORKING CONDITIONS
Professional office setting, customer focused and results oriented. Fast-paced constantly
changing working environment requiring adaptability and flexibility. Flexible schedule that may
require long hours including evenings and weekends. Possibility of driving personal vehicle to
program locations.