Director, Operations & Service Delivery

The Director, Operations & Service Delivery for Meeting Technology Services (MTS) is responsible for the execution, reliability, and scalability of critical operations supporting technology‑enabled meetings within the life sciences and clinical research industry.

This role is responsible for the end‑to‑end oversight of equipment logistics, technician scheduling, live video streaming and audio/visual production, project management support, and the vendor ecosystem that supports these functions. The Director leads multiple managers and teams responsible for the strategic planning and flawless execution of a large, complex portfolio of domestic and international meetings, including mission‑critical and highly visible client engagements.

The Director serves as the centralized point of accountability for operational excellence, risk mitigation, vendor performance, and continuous improvement, enabling the organization to scale without compromising quality, compliance, or service reliability.

ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The accountabilities listed below are representative of the knowledge, skills, and/or ability required.

Operational Leadership & Strategy

• Provides senior leadership across logistics, production, scheduling, and key support functions critical to meeting delivery.
• Translates business growth, meeting volume, and international expansion into scalable operational plans, staffing models, and infrastructure requirements.
• Acts as a key operational partner to the VP of Operations, enabling focus on strategy, client engagement, and future service innovation.
• Establishes and monitors KPIs, dashboards, and performance metrics to drive data‑informed operational decisions.

Equipment, Inventory & Logistics

• Directs end‑to‑end equipment logistics and inventory management for iPads, audio/visual equipment, and supporting technical assets.
• Oversees domestic and international shipping, customs coordination, equipment readiness, storage, repair, and lifecycle management.
• Leads and develops the Equipment & Logistics team.
• Ensures chain‑of‑custody, utilization tracking, loss prevention, and readiness standards are consistently met.
• Maintains regular on‑site oversight of equipment inventory and operational readiness at the Greenwood Village, CO office.

Live Video Streaming Operations

• Provides senior operational oversight to the Live Video Streaming team, led day‑to‑day by a Team Manager.
• Ensures operational readiness, redundancy, and service reliability for complex live and hybrid events.
• Improves standardization, training, incident escalation, and quality assurance practices within the streaming function.

Audio/Visual Production

• Provides senior oversight to the Audio/Visual Production team.
• Ensures standardized production workflows, quality standards, and cross‑functional functional coordination with streaming, logistics, and field technicians.
• Drives continuous improvement in production quality, efficiency, and issue resolution.

Technician Scheduling & Resource Optimization

• Provides functional leadership over technician scheduling, ensuring workforce planning, resource utilization and alignment with operational and client needs.
• Aligns technician skill levels, certifications, and travel requirements with meeting complexity and client expectations.
• Improves forecasting accuracy, utilization, workload balance, and coverage for fluctuating demand and international meetings.

Vendor Management & Strategic Partnerships

• Provides strategic oversight for senior‑level relationships with all third‑party vendors supporting logistics, shipping, equipment handling, live streaming, A/V production, storage, repair, and office operations.
• Serves as the single point of accountability for vendor performance, service delivery, and operational alignment.
• Establishes and manages vendor governance, including:
  • Service level agreements (SLAs) and performance metrics in conjunction with Procurement
  • Incident escalation and root cause analysis
  • Business continuity, redundancy, and backup vendor strategies
• Leads vendor selection, onboarding, evaluation, and offboarding in partnership with Procurement, Finance, Legal, and Quality teams.
• Drives cost optimization through spend consolidation, contract renegotiation, and performance‑based accountability.
• Ensures vendors supporting international meetings meet regulatory, customs, data handling, and service‑level expectations.
• Reduces vendor fragmentation and create standardized, scalable vendor models aligned with operational growth.

People Leadership & Development

• Leads and develops managers and individual contributors across multiple functional teams.
• Ensures clear role definition, accountability, performance management, and succession planning.
• Fosters a culture of operational excellence, reliability, safety, and continuous improvement.

Risk Management, Compliance & Continuous Improvement

• Reduces operational and delivery risk through SOPs, training, audits, and proactive issue management.
• Identifies systemic issues and lead corrective actions across logistics, production, scheduling, and vendor operations.
• Collaborates cross‑functionally with Technology, Quality, Security, Client Services, and Finance to ensure seamless delivery.
• Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here.

Artificial Intelligence (AI)

• Leverages company available AI tools and technologies to enhance productivity, decision-making, accuracy, and operational effectiveness across assigned responsibilities.
• Identifies opportunities to automate routine tasks, improve scalability, and enhance stakeholder experiences through the responsible use of AI and digital technologies.

EDUCATION REQUIREMENTS: Bachelor’s degree in business administration, supply chain & logistics management, industrial engineering or related field.

CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: Project Management certification or certificates a plus.

QUALIFICATIONS/EXPERIENCE:

• Minimum of 8 years of progressive operations leadership experience in a services‑based organization.
• Minimum of 5 years’ experience leading managers and multi‑disciplinary operational teams.
• Strong background in logistics, vendor management, scheduling, and/or production operations.
• Experience supporting technology‑enabled services or time‑critical delivery environments.
• Demonstrated ability to manage complex operations with high reliability and accountability.
• Experience working with international operations, shipping, or logistics considerations.
• Strong analytical, communication, and stakeholder management skills.
• Demonstrated ability to effectively utilize artificial intelligence (AI) and emerging technologies to enhance productivity, improve decision-making, streamline workflows, and drive business outcomes.
• Experience in life sciences, clinical research, healthcare, or other regulated industries preferred.
• Familiarity with live events, virtual/hybrid meetings, streaming, or A/V production preferred.
• Experience scaling operations during rapid growth or transformation preferred.
• Lean, Six Sigma, PMP, or similar operational excellence training preferred.
• Hybrid role with required on‑site presence at the Greenwood Village, CO office multiple days per week.

SUPERVISORY RESPONSIBILITIES: Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

TRAVEL REQUIREMENTS: