Director of Operations and Event Services| Tsongas Center (UMass - Lowell) - OVG360 (Lowell · MA)

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Facility Operations/Event Staff: Facility/Venue Management
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Utilizing independent judgment, the Director of Operations and Event Services manages, supervises and coordinates the day-to-day operations of the venue including engineering, maintenance, set up/changeovers, custodial/housekeeping, grounds keeping, and is responsible for overseeing all aspects of post-booking stage and service delivery methods for events. They direct, manage, supervise, and coordinate the activities of the operations and event services staff assuring the highest quality service program to assure rebooking of events. Provides highly responsible staff assistance to the General Manager.


  • Oversees overall daily operation and maintenance of the arena and all systems. This includes HVAC, sound, lighting, ice making, fire protection, life safety, workplace safety, communications, scoreboard, etc.
  • Oversees the advancing and communicating event information to the appropriate departments and staff.
  • Oversees Custodial services for entire facility.
  • Negotiates and administers labor group contracts (Stagehands).
  • Ultimately responsible for installation and maintenance of ice surfaces.
  • Oversees the operation of event set-up and tear-down, i.e., basketball floor, stage risers, chairs, signs, hockey glass, and dasher boards, etc.
  • Administers and negotiates contracts with outside vendors including pest control, scoreboard systems, seasonal landscaping and snow removal.
  • Acts as liaison with City Services for numerous facilities related functions (City Codes, Parking, Licenses, permits, etc.).
  • Oversees Event Service Staff, hiring, training, supervision
  • Responsible for Health & Safety compliance
  • Oversee event management activities for all facility events
  • Direct, coordinate and oversee the activities of employees engaged in providing event coordination, telecommunications, technical support, audio-visual services, food & beverage, event security, fire regulation compliance, exhibitor services, box office, parking and overall client satisfaction during events
  • Recruit, interview, select, train, motivate and evaluate Event Managers, and Operations Managers provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures
  • Exercise direct supervision over Event Managers, Event Staff, Operations Manager and Operations Staff.
  • Prepare departmental annual budget; recommend capital improvements; control and monitor departmental expenditures; assist in preparation of estimated revenues for facility budget
  • Consult with exhibit managers, promoters, convention representatives, and others concerning physical set-up needs and requirements for licensed areas; prepare work orders and cost-estimates accordingly
  • Inspect facilities to ensure they are being maintained properly for events
  • Develop crowd management and event staffing plans and supervise event staff during events
  • Ensure accuracy in computing of costs for post-event billing of services and equipment rental charges
  • Review and approve final billing to facility users prior to settlement or release of invoice
  • Work closely with the general public by monitoring services provided and addressing complaints in a timely manner
  • Demonstrate continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
  • Conduct planning and operational meetings as required to ensure smooth coordination of event activities
  • Assist sales managers in preparation of pre-booking cost estimates
  • Track, record and report labor allocations in all areas of functional responsibility for purposes of forecasting, benchmarking and budgeting
  • Manage and participate in the development and implementation of goals, objectives, policies, and priorities of all event related programs and activities
  • Prepare and present regular staff reports and other related correspondence
  • Work with other department directors in a variety of tasks
  • Conduct a variety of industry operational studies; recommend modifications to service delivery methods and operational policies and procedures as appropriate
  • Interpret and apply all relevant federal, state and local regulations
  • Serve as Event Manager as needed


  • Minimum of 5-7 years of increasingly responsible experience in operations and event management in an arena, stadium, convention center or other multi-purpose public assembly facility
  • Supervisory experience required
  • Bachelor’s degree or better from an accredited college or university
  • Knowledge of customer service practices and crowd control techniques
  • Ability to prepare, track, control and analyze budgets
  • Strong oral and written communication skills 
  • Ability to stand and walk for long periods of time, climb stairs, and occasionally lift up to 40 lbs.
  • Must have computer skills in Microsoft Office applications and word processing, spreadsheets, database, presentation and Internet software, CAD experience preferred
  • Possession of, or ability to obtain, a current CPR certificate is preferred
  • Possession of, or ability to obtain, a valid drivers’ license
  • Knowledge of Operational characteristics of events
  • Ability to identify the needs of users of the facility
  • Knowledge of principles of supervision and training
  • Demonstrated familiarity with facility use contracts
  • Knowledge of fire and public safety regulations
  • Knowledge of A/V equipment and electronic systems in public assembly facilities
  • Experience with budget preparation and control
  • Familiarity with terminology used in entertainment/convention/public assembly settings
  • Knowledge of boilers, chillers, refrigeration, ice making, Fire Alarm / Fire Protection systems, Burglar / Hold up Alarm system and OSHA requirements preferred.
  • Ability to work event nights, weekends and holidays as required