Assistant Director, Exhibitor Services

Job Title: Assistant Director, Exhibitor Services

Division: Exhibitor Services

Reports To: Chief Operating Officer (COO)

Location: United States

The Assistant Director, Exhibitor Services is a senior people and operations leader responsible for the day‑to‑day management and performance of the Exhibitor Services function. Reporting directly to the COO, this role provides department‑level leadership, oversees Supervisors and front‑line teams, and ensures consistent, high‑quality service delivery to exhibitors across events and internal service channels.

This position is accountable for workforce leadership, operational execution, service quality, and performance outcomes. While the role collaborates on strategy and enterprise initiatives, its primary responsibility is the effective management of people, resources, and operations to meet service, quality, and financial objectives.

Two Assistant Director roles may exist (On‑Site and Internal). Both operate under this job description and share the same leadership expectations, with functional assignment determined by organizational need.

ORGANIZATIONAL SCOPE

• Positions Supervised: Supervisors and designated front‑line, non‑exempt employees
• Decision‑Making Authority: Independent authority over day‑to‑day operations, workforce deployment, performance management, and service delivery; partners with the COO on strategic priorities and enterprise initiatives
• Travel: Approximately 20–30%, based on event and operational needs
• FLSA Status: Salaried, Overtime Exempt

PRIMARY DUTY STATEMENT

The primary duty of this role is the management of a customarily recognized department and the direct supervision of employees. The Assistant Director, Exhibitor Services is primarily engaged in executive‑level responsibilities, including directing the work of Supervisors and front‑line staff, exercising authority over hiring, performance management, and corrective action, and ensuring operational and service outcomes are achieved. The role regularly exercises discretion and independent judgment on matters of significance affecting service quality, workforce effectiveness, and operational performance.

Requirements:
ESSENTIAL JOB DUTIES

The following essential duties reflect the approximate allocation of time and represent the relative importance of each function. Duties are listed from most to least significant for exemption and operational purposes.

Department Leadership & People Management (Approximately 50%)

• Directly lead, coach, and hold Supervisors accountable for team performance, conduct, service standards, and operational execution.
• Customarily and regularly direct the work of multiple full‑time equivalent employees through direct and indirect reporting relationships.
• Maintain authority and meaningful influence over hiring, onboarding, performance evaluations, disciplinary actions, development planning, and terminations, consistent with company policy.
• Establish clear expectations for productivity, quality, attendance, and customer service across Exhibitor Services teams.
• Ensure staffing models, schedules, and workforce plans align with event cycles, operational demand, and service‑level commitments.

Cross‑Functional Collaboration (Approximately 25%)

• Serve as the primary Exhibitor Services liaison to Operations, Sales, IT, Marketing, Billing, Material Handling, and other internal partners.
• Resolve cross‑functional issues that impact exhibitor service delivery or event execution.
• Align Exhibitor Services priorities with broader organizational initiatives and operational standards.
• Partner with senior leaders to ensure Exhibitor Services capabilities support enterprise objectives and service commitments.

Operational Execution & Performance Cadence (Approximately 15%)

• Establish and maintain the operating cadence for Exhibitor Services, including dashboards, performance reviews, team meetings, and escalation protocols.
• Ensure consistent planning, prioritization, and execution of work across on‑site and internal service environments.
• Identify operational risks, service gaps, and capacity constraints; implement corrective actions or escalate issues as appropriate.

Service Quality, Metrics & Continuous Improvement (Approximately 5%)

• Define, monitor, and enforce department‑wide KPIs, SLAs, and quality standards.
• Analyze performance data and trends to drive continuous improvement, workflow optimization, and enhanced exhibitor experience.
• Lead targeted initiatives focused on improving service reliability, efficiency, and employee effectiveness.

Controls, Compliance & Financial Oversight (Approximately 5%)

• Support and monitor the Exhibitor Services budget, including labor, travel, and event‑related expenses.
• Ensure adherence to company policies, regulatory requirements, and internal controls.
• Track cost trends, identify variances, and recommend efficiency improvements to the COO.

FUNCTIONAL RESPONSIBILITIES

Functional responsibility may include oversight of one or more of the following, depending on assignment:

• On‑site Exhibitor Services operations and leadership teams
• Internal exhibitor support channels (phone, chat, email, case management)
• Pre‑show order processing and exhibitor communications
• Training, readiness, and operational support functions

Specific functional scope will be assigned based on organizational need and may evolve over time.

REQUIREMENTS AND SKILLS

• Demonstrated success leading operational teams in a complex, service‑driven environment.
• Proven ability to directly manage Supervisors and front‑line employees while maintaining department‑level accountability.
• Strong operational judgment with the ability to translate objectives into consistent execution.
• Experience supporting budgets, workforce planning, and operational controls.
• Data‑driven leadership approach with experience using metrics to guide decisions and improvements.
• Excellent communication, decision‑making, and cross‑functional collaboration skills.
• Bachelor’s degree preferred; equivalent experience may be substituted.

PHYSICAL AND WORK ENVIRONMENT REQUIREMENTS

• Ability to travel domestically and support on‑site event operations as needed.
• Ability to work in event environments and office settings.
• Ability to adjust work schedules as required to support operational coverage and outcomes.

CORPORATE REQUIREMENTS

• Demonstrate company core values and inclusive leadership behaviors.
• Act as a responsible ESOP owner, making decisions that support long‑term organizational success.
• Provide professional, responsive, and respectful service to all internal and external customers.

This job description reflects the essential functions of the role and does not prescribe or restrict the tasks that may be assigned. Duties and responsibilities may evolve based on business needs.

Equal Employment Opportunity Statement

Shepard is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment in compliance with applicable federal, state, and local laws, including the California Fair Employment and Housing Act (FEHA). Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin or ancestry, age, marital status, medical condition, genetic information, physical or mental disability, military or veteran status, or any other status protected by law. All employment decisions are based on legitimate business needs, job requirements, individual qualifications, and merit.