Manager, Operations and Client Experience

About the Organization

The Hawai‘i Visitors & Convention Bureau (HVCB) acts as the guardian of Hawai‘i’s brand, promoting the islands as a premier global destination for travel and meetings while respecting Hawai‘i's unique natural and cultural heritage. HVCB is dedicated to responsible destination marketing that balances visitor enjoyment with the well-being of local communities. The team is embraced within an inclusive ‘ohana (family) culture prioritizing collaboration, respect, and aloha. The organization plays a key role in supporting leisure tourism, meetings, conventions, and travel trade engagement via platforms including GoHawaii.com, MeetHawaii.com, and Agents.GoHawaii.com.

Role Summary

The Manager, Operations and Client Experience functions as the operational execution collaborator to the Senior Director, facilitating the delivery of Meet Hawai‘i’s operational and client service strategies. This position oversees program coordination, processes, and resource allocation that advance business development and client engagement, guaranteeing operational efficiency and consistently high-quality experiences at each interaction point.

Key Responsibilities

• Oversee the daily management and execution of pivotal Meet Hawai‘i programs and initiatives, including incentive programs, trade presentations, sales missions, and events.
• Supervise relationships with vendors, contractors, and external service providers ensuring logistical coordination, schedule adherence, and deliverable completeness across numerous projects.
• Ensure that operational protocols are uniformly applied and adhered to.
• Facilitate client experience activities such as site visits and destination programs, managing amenity inventory and distribution.
• Provide operational backing for significant client engagements to meet established service quality standards.
• Support business development efforts by coordinating sales activities, preparing proposals, managing presentations, and supervising cross-departmental projects to align with timelines.
• Handle financial and administrative tasks including invoice processing, budget tracking, and maintaining compliance and documentation accuracy.
• Continuously seek improvements in operational practices and service delivery, supporting the adoption of improved systems and workflows.
• Maintain and update an Operations Procedures Manual and contribute to performance evaluations focused on operational efficiency and ROI.
• Develop and maintain a Client Experience Playbook to standardize client service delivery and manage client amenity systems systematically.
• Support reporting functions using platforms such as Simpleview CRM and produce necessary internal and HTA reports, tracking client satisfaction and key performance indicators.

Qualifications and Skills

• Bachelor’s degree in Business Administration, Operations, Hospitality, Travel Management, or related discipline.
• 5 to 7 years of progressive experience in operational leadership, program or people management, hospitality, or client services with a focus on B2B relationship management.
• Strong organizational and leadership capabilities with excellent communication skills, both written and oral.
• Proven relationship-building aptitude with the ability to collaborate across various teams and external partners.
• Proficiency in Microsoft Office and project management tools.
• Strategic thinker with a practical approach to execution.
• Preferred experience with CRM systems such as Simpleview, Tableau, and background within destination marketing organizations, convention bureaus, hospitality, or tourism sectors.

Work Environment and Physical Requirements

• Professional office setting with moderate noise levels.
• Frequent travel to client meetings, events, site visits, and conferences is required.
• Full-time exempt role requiring regular attendance and possible work beyond typical business hours, including evenings and weekends.
• Physical demands include the ability to sit, stand, walk for extended periods, attend events requiring prolonged standing or movement, and occasionally lift 30-50 pounds.

Compensation and Benefits

Salary range is $64,000 to $105,000 annually, commensurate with experience. The comprehensive benefits package includes medical, dental, and vision insurance; paid vacation and sick leaves; employer-paid life insurance; company contributions to long-term care and disability coverage; and a 401(k) retirement plan with company matching and safe harbor contributions.

Equal Employment Opportunity and Accommodations

HVCB is an Equal Opportunity Employer committed to fostering diversity, inclusion, and respect without regard to race, color, religion, gender identity, sexual orientation, age, disability, or any other protected status. Reasonable accommodations for disabilities will be provided upon request in compliance with the Americans with Disabilities Act and applicable laws.

Additional Information

Job duties and requirements may be modified, revised, or rescinded in accordance with business needs and applicable laws. The role requires a commitment to delivering high-quality operational support and client service excellence for Meet Hawai‘i's strategic goals.