IL
Events Technology Operations Lead
ICONMA, LLC
🇺🇸 United States
Hybrid
Staff / Principal
1 day ago
$57.90 – $62.57 / hour
- AI
- triage
- Cvent
1 day ago
Responsibilities:
- Operational Process & Platform Support
- Own the end-to-end support operation for front-end platform usage issues, associated policies, and self-service event processes, managing SLAs and escalation paths day to day
- Manage the operational process around platform access requests, including email credit policy, CC/BCC invite requests, domain exclusions, and notification setup requests, routing technical configuration to the appropriate team
- Manage and enforce brand, legal, and compliance standards for event pages, email design, and registration forms, serving as the escalation point for complex design and compliance issues
- Coordinate the rollout of event landing page and email template changes in response to marketer requests and global rebranding initiatives, partnering with the technical team that builds and configures them
- Own the day-to-day quality oversight of the template library from a usability, localization, and compliance standpoint, flagging issues for technical remediation
- Manage the operational process for localized registration forms across global locales, partnering directly with legal and compliance teams to keep pace with regulatory changes
- Stakeholder Management & Enablement
- Act as the day-to-day point of contact for marketer and event owner stakeholders on platform usage, policy, and operational risk, representing Events Technology in cross-functional working sessions
- Own the day-to-day content and quality of the AI Channel Expert's knowledge base, identifying gaps that drive escalations and partnering with technical teams on automation opportunities
- Run and continuously improve the Global Splash Events Program training site, ACT certification curriculum, and process documentation as a scalable enablement system
- Guide and provide direction to other team members supporting program operations
- Event Readiness Execution
- Run readiness execution for large global events (Summits, Innovation Days) end to end, assessing needs, coordinating stakeholder communication, and managing the project plan
- Coordinate cross-functional logistics and timelines to ensure platform readiness ahead of major global events
- Serve as the operational lead on event-day issue triage and resolution for Summits and Innovation Days
Requirements:
- Proven experience managing the operational side of event technology platforms (Splash, Cvent, Bizzabo, or similar) at scale, with a track record of owning process and stakeholder management, not just executing individual requests
- Strong command of governance, compliance, and permission-based access processes in a marketing or event operations context, including direct partnership with legal/compliance stakeholders
- Exceptional communication and stakeholder management skills, with the ability to manage expectations and translate platform capabilities and constraints for non-technical marketers
- Experience running support models and SLAs for high-volume queues, prioritizing time-sensitive requests under pressure
- Comfort partnering with technical and automation teams to identify process improvement opportunities, without owning the underlying systems or integrations
- Demonstrated ability to guide others and manage multiple competing, high-stakes priorities independently in a fast-paced environment
- Preferred Qualifications
- Strong understanding of email and landing page design principles, localization needs, and brand/legal compliance requirements, with the ability to assess quality and compliance without owning the technical build
- Strong data fluency, able to build reporting frameworks that support business reviews and stakeholder communications
- Track record of building and maintaining scalable training programs, certification curricula, and knowledge systems adopted broadly across an organization
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Events Technology Operations Lead · ICONMA, LLC