Head of CE Internal Operations & Services

Position Summary

The Head of Customer Engagement (CE) Internal Operations & Services is responsible for the integrated operating systems, standards, and specialized services that help CE leaders and teams operate consistently and execute effectively. This leader oversees the service model across Meetings and Logistics, Contract Sales Force (CSO) support, Activation, Tools & Training, and Administrative Business Partner (ABP) Services.

Scope & Key Responsibilities

Internal Operations & Services Leadership & Talent

• Lead, coach, develop, and manage the leaders responsible for Meetings and Logistics, CSO support, Activation, Tools & Training, and ABP Services.
• Establish clear roles, decision rights, service expectations, and accountability across the function.
• Build a connected Internal Operations & Services community that shares standards, practices, insights, and capacity across service areas.
• Develop the capabilities required to deliver reliable, scalable, and customer-centered services across CE.
• Recruit, develop, and retain high-performing talent while creating meaningful growth opportunities across the function.

Integrated Service Model & Governance

• Own the integrated CE service model across Meetings and Logistics, CSO, Activation, Tools & Training, and ABP Services.
• Define service catalogs, access channels, service levels, governance, and clear expectations for how CE teams engage each capability.
• Ensure common services are standardized where scale creates value while preserving flexibility for meaningful business differences.
• Create clear handoffs and integration points with Field Operations and Enterprise Operations so requests route to the right owner.
• Establish operating standards that reduce administrative complexity and improve the overall CE service experience.

Demand, Capacity & Performance Management

• Maintain an integrated view of service demand, workload, capacity, constraints, and emerging support needs across CE.
• Prioritize service demand and deploy team capacity against the highest-value business needs and workload peaks.
• Establish performance dashboards, service measures, and regular reviews that provide visibility to quality, responsiveness, and capacity.
• Identify recurring demand patterns and use them to inform staffing, service design, process, and technology decisions.
• Provide recommendations on resources, capacity, vendors, and technology based on service performance and business needs.

Specialized Services & Partner Management

• Ensure consistent planning, logistics, and execution standards for CE meetings and events.
• Oversee the operating support, coordination, and performance visibility required for CSO-related work.
• Ensure CE teams have effective activation tools, training, content, insights, and measurement support and can use those capabilities effectively.
• Own ABP coverage, deployment, support standards, and service expectations across executive, team, and ecosystem support.
• Manage relationships with external vendors and partners and hold them accountable for quality, service, cost, and agreed outcomes.

Continuous Improvement & Adoption

• Create mechanisms to gather feedback from CE leaders, teams, and service users and translate it into improvement priorities.
• Identify opportunities to simplify processes, reduce duplication, improve self-service, and remove unnecessary administrative burden.
• Drive adoption and effectiveness of tools, training, content, and service processes through clear communication and support.
• Promote common ways of working while continuously evolving services based on business needs and lessons from execution.
• Partner across CE Operations to ensure service capabilities support enterprise priorities, field needs, and major business cycles.

Key Deliverables

• CE service catalog and access model
• Operating standards, service levels, and governance
• Integrated service workplan and capacity view
• Performance dashboard and continuous-improvement priorities
• Resource, vendor, and technology recommendations
• ABP coverage and deployment standards
• Meeting, logistics, CSO, and activation service standards
• Service adoption, customer experience, and effectiveness reviews

Mindset & Capabilities

• Service-oriented leader who combines strategic thinking with operational discipline
• Exceptional people leader, coach, and talent developer
• Systems thinker who sees interdependencies across services, teams, and business needs
• Strong customer mindset with a focus on making CE easier to navigate and operate
• Skilled at standardizing where scale matters and customizing where business value requires it
• Strong judgment in prioritizing demand and deploying limited capacity
• Demonstrated ability to simplify complex processes and reduce administrative burden
• Influential partner who works effectively across senior leaders, peers, vendors, and cross-functional teams
• Strong business acumen and ability to use performance data to drive improvement
• Comfortable leading change, adoption, and continuous improvement across a matrixed organization
• Strong drive for results, accountability, and service excellence