Chief Operating Officer

MAJOR ACCOUNTABILITIES include the following.  Other duties may be assigned. 

Executive Leadership  

• Lead the execution of organizational strategy through the effective alignment of operational resources, infrastructure, systems, and services. 

• Establish operational priorities, performance expectations, and service standards that support organizational objectives and customer commitments. 

• Direct the performance of the organization's operational portfolio and ensure operational capabilities support current and future business requirements. 

• Evaluate operational performance and implement strategies that improve organizational effectiveness, service delivery, customer satisfaction, and operational efficiency. 

• Advise the Chief Executive Officer and executive leadership team on operational risks, opportunities, investments, and organizational capabilities. 

• Ensure operational disciplines function as an integrated enterprise that supports business continuity, organizational readiness, and long-term organizational success. 

Event Delivery and Guest Experience 

• Provide executive leadership for event delivery and guest experience functions and ensures the successful execution of conventions, meetings, exhibitions, entertainment events, and other organizational activities. 

• Establish operational strategies and service standards that support exceptional customer experiences and organizational performance. 

• Ensure operational resources, technologies, personnel, and support services are aligned to meet customer expectations and contractual obligations. 

• Promote cross-functional collaboration and operational integration throughout the event lifecycle. 

• Support organizational growth through operational excellence, customer retention, and service innovation. 

Campus Readiness and Public Safety  

• Provide strategic direction and oversight for organizational readiness functions, including public safety, emergency management, and campus logistics. 

• Ensure the organization maintains the operational capability necessary to support a safe, secure, and resilient environment for employees, guests, exhibitors, clients, and visitors. 

• Direct enterprise preparedness, emergency response, business continuity, and incident management strategies. 

• Maintain strategic relationships with public safety agencies, emergency response organizations, and regulatory authorities. 

• Ensure compliance with applicable safety, security, emergency management, and regulatory requirements. 

Facility Operations and Infrastructure 

• Provide executive leadership for facility operations, facilities services, sustainability initiatives, infrastructure management, maintenance operations, and asset stewardship functions. 

• Ensure facilities, infrastructure, and operational assets support organizational objectives, customer commitments, and business continuity requirements. 

• Direct organizational efforts to maintain safe, functional, efficient, and guest-ready facilities. 

• Supports capital planning and infrastructure investment initiatives that enhance organizational performance and long-term operational capability.  

Financial Stewardship and Organizational Effectiveness 

• Oversee the financial performance of assigned operational functions and ensures responsible stewardship of organizational resources. 

• Identify opportunities to improve operational value, efficiency, and return on investment. 

• Ensure operational decisions support both short-term performance and long-term organizational sustainability. 

• Develop organizational capacity through succession planning, leadership development, workforce planning, and talent management strategies. 

• Foster a culture of collaboration, innovation, accountability, and service excellence. 

• Serve as a champion for organizational change and operational transformation initiatives. 

Knowledge, Skills, and Abilities  

• Extensive knowledge of convention center, venue, exhibition, event, hospitality, or destination management operations. 
• Strong understanding of MICE industry trends, business models, customer expectations, and operational best practices. 
• Demonstrated ability to lead complex operational environments with multiple stakeholders and competing priorities. 
• Strong financial, analytical, and business acumen. 
• Exceptional leadership, communication, negotiation, and relationship-building skills. 
• Ability to lead organizational change and continuous improvement initiatives. 
• Strong crisis management, problem-solving, and decision-making capabilities. 

ACCOUNTABILITIES FOR SUPERVISION  

• Orient employees to MCCNO policies and procedures, clearly communicate job duties and responsibilities so individuals may proceed with certainty in the performance of their positions. 
• Monitor the work performance of assigned personnel on a continual basis, conduct effective performance appraisals, and take corrective action whenever necessary. 
• Provide leadership, direction, and accountability for senior operational leaders and department heads. 
• Build a high-performing culture focused on collaboration, innovation, service excellence, and continuous improvement. 
• Establish performance goals and operational metrics for departments and leadership teams. 
• Support succession planning, leadership development, workforce planning, and employee engagement initiatives. 

Core Competencies  

• Strategic Leadership 

• Executive Decision Making 

• Change Leadership 

• Executive Communication 

• Relationship Management 

• Operational Excellence 

• Financial Acumen 

• Risk Management 

• Customer Experience Leadership   
• Facility and Infrastructure Management