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Global Operations Director

Austin, TX, USA | Carlson Wagonlit

  • Industry:
    Hospitality, Travel, & Leisure
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    7-10 years
Job Description:
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Oversight and accountability for global operational leadership and operational strategy development for a large global client. Leadership and oversight of a global team members in multiple countries requiring support for SMM technology efficiencies, process mapping and documentation development, strategic operational design and maintenance.

Strategic global operational ownership of account(s) and client facing deliverables

Interacts and collaborates with multiple SMM 3rd party suppliers support client operations

Develop a detailed process globally aligning the client’s specific corporate objectives/philosophy/business drivers by conducting thorough company research. 

In collaboration with the client, create and execute a global business operational business plan incorporating the CWT M&E operational foundation blocks to serve as the road map for delivering proactive solutions for their strategic meetings management programs.

Build and maintain strong relationship with all key account contacts both with the client and internally within CWT Meetings & Events and regional leaders.

Ownership of Global Services Level Agreements/Scorecard metrics, multiple country resource modeling and regional supporting strategies.

Accountability for departmental profitability and global expense budgeting for FTE impact to the global P&L

Client-facing role - Responsible for building and maintaining client relationships with multiple country/regional client stakeholders.

Drive operational excellence and highest levels of customer service.

Ensure global adherence to operating standards-drives operational excellence.

Builds organizational global talent/capability to produce and sustain successful results.

Management of all client global M&E Finance processes; including approving all client financials, program costing and final reconciliation prior to client acceptance.

Responsible for revenue management and revenue optimization through global billing processes for client facing meeting files.

Key drivers for success:

Develops People: takes actions to ensure the availability and development of talent needed to meet current and future organizational goals.

Establishes collaborative global relationships: develops & maintains respectful, collaborative relationships across all organizational boundaries and 3rd party suppliers.

Focuses on the Customer: fosters a customer centric environment where the customer perspective is central to the activity and thinking of the department.

Fosters open communication: shows active listening; skillful expression of own points of view; keeps people informed, promotes an environment where people communicate openly, honestly respectfully.

Makes sound decisions: effectively analyzes problems, issues and options to determine potential implications, and applies financial and business acumen to select the best approach.

Plans & Manages Execution: Aligns work plans with broader organization, define objectives, roles, timelines and monitors progress.

Perform other duties as assigned.



Bachelors Degree in related field.


Minimum of 8 years experience in Meeting Planning. Minimum of 5 years of business experience in a leadership/strategic role.

License or Certification

SMMC or CMP designation preferred.


Knowledge of Meetings & Events and/or Travel industry.


Strong computer skills in Word, Powerpoint and Excel are required. Financial management skills. People management skills


Ability to develop strong customer credibility and relationships. High sense of urgency to meet deadlines and contract obligations. Demonstrated success leading projects involving complex project management solutions. Ability to think conceptually and innovatively. Ability to manage and understand budgets. Ability to hire, develop and manage performance of staff.

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