Manager Webcast Producer Jobs (NOW HIRING)

Job Summary:
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences. The Collaboration Service Delivery Operations Manager is responsible for overseeing global operations related to enterprise live meetings and events, ensuring consistent execution and customer outcomes across various platforms.
Responsibilities:
• Drive global service delivery operations by standardizing workflows, aligning cross-regional execution, and improving end-to-end performance for live meetings and events services.
• Run service governance and controls to ensure consistent quality, compliance, and measurable outcomes (cadences, reviews, action tracking).
• Own service knowledge and documentation (service catalog, SOPs, runbooks, knowledge articles) and ensure it remains current and adopted.
• Own performance management and insights by defining and reporting KPIs (SLA adherence, cycle time, incident trends, customer experience), ensuring system-of-record accuracy, investigating anomalies, and translating insights into improvements.
• Lead continuous improvement by capturing feedback, identifying root causes, prioritizing changes, coordinating implementation, and tracking impact.
• Manage vendor performance through SLA reviews, issue tracking, and service improvement plans.
• Provide operational platform leadership for approved tools by coordinating adoption, training, testing, and governance; standardize workflows including intake, scheduling, provisioning, access management, integrations coordination, troubleshooting engagement, and reporting.
• Partner with IT, Security, and platform owners to align operations with compliance, privacy, and enterprise standards; coordinate operational readiness for new capabilities before go-live (monitoring, escalation paths, training, documentation, change routines).
• Lead cross-functional operational projects by aligning stakeholders on scope, timelines, risks, dependencies, and deliverables.
• Coordinate high-profile readiness and escalations by confirming coverage plans, communications protocols, incident coordination, and lessons learned tracking.
• Manage financial governance by tracking spend versus forecast, validating vendor charges against agreements, and escalating variances and cost risks through established controls.
• Lead and develop the operations and support team, including prioritization, training, coverage planning, performance management, and continuous improvement.
• Own client services engagement by partnering with client teams on intake, expectation setting, service communications, and escalation paths; drive customer experience improvements through feedback loops and post-service reviews.
Qualifications:
Required:
• 8+ years in collaboration services, live event operations, AV, enterprise service delivery, or delivery operations in a global environment.
• 3+ years of people leadership experience (or equivalent leadership in a matrixed operations environment).
• Strong service management capability: SLA tracking, operational reporting, incident and escalation practices, continuous improvement.
• Demonstrated project management experience leading cross-functional initiatives (scope, timelines, risk, stakeholder communication).
• Hands-on familiarity with Microsoft Teams and enterprise webcast or event platforms, including operational workflows (intake, scheduling, provisioning, access management, integrations coordination, troubleshooting coordination, reporting).
• Strong client services and stakeholder management skills; ability to align teams to customer expectations and service outcomes.
• Excellent written and verbal communication; able to produce clear runbooks, governance artifacts, and executive-ready status reporting.
Preferred:
• Experience with Monday.com (workflows, templates, dashboards, reporting) and strong operational use of Microsoft Teams for service delivery.
• Familiarity with ITSM and knowledge management tools (ticketing, KB governance, incident problem change practices).
• Experience with vendor governance, procurement processes, and financial controls (forecasting, spend tracking, variance management).
Company:
AVI-SPL is an IT company that provides AV/UC integrator and digital solutions. Founded in 1979, the company is headquartered in Tampa, USA, with a team of 1001-5000 employees. The company is currently Late Stage.