Manager, Digital Operations

Job Title:               Manager, Digital Operations

Division:                Operations - Digital & Event Technology

Reports To:           National Strategic Systems Manager

Location:               Atlanta, GA or Las Vegas, NV

Salary Range:        $95,000 – $115,000 annually, plus eligibility for performance‑based incentive compensation. Final compensation will be determined based on experience, skills, location, and internal equity.

BASIC PURPOSE

The Manager, Digital Operations serves as the strategic owner of Shepard’s digital event solutions, operating at the intersection of technology, operations, sales enablement, and vendor strategy. This role is responsible for designing scalable digital solutions, establishing pricing and vendor models, and ensuring profitable, high‑quality delivery of digital products and services for clients and internal partners. The position exercises independent judgment on matters of significance and leads through functional expertise rather than people management.

ORGANIZATIONAL SCOPE

• Positions Supervised:      None (Hybrid Individual Contributor leadership role)
• Travel:                            Up to 40%
• FLSA Status:                   Salaried, Overtime Exempt

PRIMARY DUTY STATEMENT

The primary duty of this role is the performance of office and non‑manual work directly related to the management and general business operations of the company and its customers. The role’s principal value is strategic ownership of digital solution design, pricing strategy, vendor selection, and operational frameworks that materially impact revenue, margin, risk, and customer experience.

ESSENTIAL JOB DUTIES

Strategic Digital Solution Ownership (Approximately 50%)

• Design and architect digital event solutions aligned to client objectives, operational capabilities, and profitability targets.
• Develop, refine, and maintain pricing models, productized offerings, and solution frameworks for digital products and services.
• Evaluate, select, and manage digital vendors and partners; establish standards, preferred partnerships, and cost structures.
• Exercise independent judgment within established guidelines to make recommendations and decisions that affect financial outcomes, delivery risk, and customer satisfaction.
• Serve as a subject‑matter expert and strategic advisor to sales teams and account executives during client discovery, solution design, and proposal development.

Onsite Execution & Operational Support (Approximately 25%)

• Provide onsite support for digital and hybrid events, serving as the primary escalation point for technical or delivery issues.
• Ensure digital solutions are executed in alignment with approved scopes, quality standards, and client expectations.
• Collaborate with operations and project teams to ensure readiness, staffing alignment, and seamless execution of digital components.

Content & Technical Build Support (Approximately 13%)

• Oversee and contribute to digital content creation and technical builds as needed to support solution delivery.
• Manage outsourced content partners and review deliverables to ensure technical accuracy and brand alignment.
• Maintain documentation, templates, and playbooks to support repeatable and scalable delivery.

Cross‑Functional Collaboration & Continuous Improvement (Approximately 12%)

• Partner with Finance, Procurement, Operations, and Sales to align digital offerings with business strategy and performance goals.
• Analyze performance metrics, customer feedback, and financial outcomes to recommend process improvements.
• Lead pilots, proofs of concept, and adoption of emerging digital technologies.

REQUIREMENTS AND SKILLS

• Minimum of 3–5 years of experience in digital solutions, event technology, operations, or related fields.
• Demonstrated ability to exercise discretion and independent judgment on matters of significance, including pricing, vendor strategy, and solution design.
• Strong understanding of digital event technologies, content workflows, and vendor ecosystems.
• Proven ability to influence cross‑functional stakeholders without direct authority.
• Excellent communication, problem‑solving, and organizational skills.
• Ability to manage multiple priorities in a fast‑paced, event‑driven environment.

Bachelor’s degree in Digital Media, Technology, Marketing, or a related field preferred; equivalent experience may be substituted.

PHYSICAL AND WORK ENVIRONMENT REQUIREMENTS

• Ability to travel domestically and work extended hours during peak event periods.
• Ability to stand, walk, and work in event environments for extended periods when onsite.
• Ability to use standard office equipment and technology.

CORPORATE REQUIREMENTS

• Demonstrate the company’s Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
• Perform as a responsible ESOP owner by making daily decisions that benefit clients and the company.
• Treat all internal and external customers with courtesy and respect, consistent with the Blue Diamond Customer Service Program.

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.

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, medical condition, genetic information, military status, veteran status, non‑disqualifying physical or mental disability, or any other non‑merit factor. All employment decisions are made based on business need, job requirements, individual qualifications, and merit.

• Medical
• Dental
• Vision
• Life and Disability Insurance
• 401 (k)