Manager, Operations & Client Experience

KEY RESPONSIBILITIES

• Operational Program Management
• Manage the day-to-day administration and execution of key Meet Hawaiʻi programs and initiatives
• Execute core programs, including incentive programs, trade shows, sales missions, and events
• Manage vendors, contractors, and external service providers
• Coordinate logistics, timelines, and deliverables across initiatives
• Ensure operational processes are followed and consistently applied
• Client Experience Support
• Coordinate and support delivery of client experiences, site visits, and destination programs
• Manage amenity inventory, fulfillment, and distribution
• Provide operational support for high-value client engagements
• Ensure client-facing activities align with established service standards
• Sales & Organizational Support
• Provide operational coordination for business development initiatives
• Assist with proposals, presentations, and supporting materials
• Manage cross-functional projects and track progress against timelines
• Provide backup support for Sales & Client Services coordination as needed
• Financial & Administrative Management
• Process and monitor invoices, payments, and vendor documentation
• Track program budgets, expenses, and financial activity
• Maintain accurate records, reporting, and compliance documentation
• Support program tracking and documentation requirements
• Continuous Improvement & Organizational Effectiveness
• Identify opportunities to improve operational efficiency and service delivery
• Support implementation of systems, workflows, and process enhancements
• Contribute to a culture of accountability, collaboration, and service excellence

KEY DELIVERABLES

SUCCESS IN THIS ROLE LOOKS LIKE

QUALIFICATIONS

• To perform this role successfully, an individual must be able to perform the essential duties outlined below. The
• requirements listed are representative of the knowledge, skills, and abilities needed. Reasonable accommodations are
• available to enable individuals with disabilities to perform these functions.
• Education
• Bachelor’s degree in Business Administration, Operations, Hospitality, Travel Industry Management or a related field
• Experience
• 5–7 years of progressive leadership experience in operations, program management, people management,
• hospitality, or client service
• Experience with B2B relationship management
• Core Competencies
• Strong operational leadership and organizational skills
• Excellent written and verbal communication abilities
• Relationship-building skills with the ability to collaborate across teams and partner
• organizations
• Proficiency in Microsoft Office Suite and project management tools
• Strategic thinking combined with practical execution capability.
• Preferred Qualifications
• Experience with CRM platforms such as Simpleview or comparable systems preferred and Tableau preferred
• Experience within a destination marketing organization (DMO), convention bureau, hospitality organization, or
• tourism-related sector preferred

WORKING CONDITIONS

SALARY RANGE

• $ 64,000 – $105,000 commensurate with experience
• Comprehensive Benefits Package Includes:
• Medical, Dental, and Vision Insurance
• Paid Vacation & Sick Leave
• Employer-Paid Life Insurance
• Company-Contributed Long-Term Care Coverage
• Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match and Safe Harbor Contribution

EQUAL EMPLOYMENT OPPORTUNITY

REASONABLE ACCOMMODATION (ADA)

JOB DESCRIPTION DISCLAIMER / MANAGEMENT RIGHTS

About HVCB and how to apply

• The mission of the Hawaiʻi Visitors & Convention Bureau is to create sustainable, diversified, leisure and business travel destination demand for the Hawaiian Islands. Join our ʻo hana or family in helping to instill the spirit of " aloha " among all of our leisure and business travelers and our strategic business partners. HVCB places a high priority on employing qualified and experienced team members with demonstrated knowledge, skills and abilities in helping us to achieve our overall marketing mission and objectives: “ Hoʻokahi Ka ʻIlau Like Ana ”—Together—With One Purpose! Employment opportunities with HVCB, if available, are listed above. If you are interested in applying for any open/available positions, please submit your resume with salary requirements to the contact information listed below, either by mail, fax or email. Email submission is preferred. Upon receipt of your resume, should we find a suitable match between your background and any of our current openings, you will later be contacted by the HVCB Human Resources Department in order to schedule an interview date and time for the position in which you are applying. All resumes received for employment with HVCB are kept on file for a six (6) month period. Email, fax, or mail your employment inquiry to: Hawaiʻi Visitors & Convention Bureau Attn: Human Resources 2270 Kalākaua Avenue, Suite 801 Honolulu, HI 96815 E-mail – (preferred) *: jobs@hvcb.org No phone calls will be accepted at this time. *HVCB only accepts email attachments in Word doc and PDF formats. The Hawaiʻi Visitors & Convention Bureau is an Equal Employment Opportunity Employer