Position Summary: The Supervisor leads incentive/meeting program operations, motivates staff, and ensures cost-effective planning and execution of events while maintaining high customer service standards. Key Highlights: 1. Leadership in event program operations 2. Staff development and motivation 3. Management of client and supplier relationships **Who We Are:** At BCD Meetings \& Events (BCD M\&E), we offer more than meeting and event planning services—we create connections that inspire, motivate, and change our clients’ behavior. As the world’s most trusted and innovative meetings and events agency, BCD M\&E fosters a culture of people, passion, and purpose to drive business forward. Headquartered in Chicago with offices in over 50 countries worldwide, BCD M\&E’s team of more than 1,800 people is committed to sustainability and the success of our clients, our company, and ourselves. Our values sit at the heart of everything we do, and we seek people who want to be part of something special, who can rise to meet our standards, and who love bringing their unique perspective. While we can’t guarantee every day will be the best (who can?), we can promise a community of people who genuinely care and lead with empathy, a flexible workplace with incredible benefits, and stimulating work that truly matters. Discover what life is like at BCD M\&E at bcdme.com/careers **Description:** The Supervisor is responsible for all program operations related to the assigned team, ensuring equitable event assignment and service levels. Additionally, the Supervisor is responsible for motivating and supporting program operations staff, as well as overseeing the planning and execution of profitable and successful incentive/meeting programs, while simultaneously maintaining a high level of customer service for program participants and the client. This position is an "on-the-job" role, as the Supervisor will also support the team by managing assigned programs throughout the year, subject to staffing calendar availability and the Supervisor’s workload. **Responsibilities and Duties** **Leadership Support** * Effectively supervise direct reports, providing job-function-based training and skill development. * Plan each direct report’s career path. Develop best practices, benchmarking, implementations, and training to challenge and develop staff. * Implement, train on, and measure BCD M\&E’s standard operating procedures across all team members. Update standardized work procedures as needed and communicate procedural changes to the team. * Develop and implement client-specific standardized work procedures, as required. * Ensure all staff members have the necessary equipment to perform their duties (computer, telecommunications, etc.). * Supervise operations and personnel responsible for various programs. * Continuously monitor staff alignment and organization to ensure the highest levels of customer service, efficiency, and productivity. * Interact with BCD M\&E’s Business Development team as needed to provide leadership and proactively address operational issues. * Supervise and pre-approve all travel and time-off requests and maintain the calendar. * Attend the weekly meeting with the Head of Account Management and the team. * Attend BCD M\&E’s monthly management meetings, providing team updates. * Participate in annual and semi-annual performance reviews led by the Head of Account Management. * Establish plans with individuals to ensure maximum performance relative to objectives. * Serve as the liaison between staff and the Account Manager for account communications and announcements. * Train new staff. * Schedule and hold regular team meetings and one-on-one meetings. * Work independently in the absence of supervision. * Assume and perform other functions and responsibilities not specifically described herein, as requested. **Customer Service** * Supervise service issues and problem resolution with clients through direct contact via troubleshooting and follow-up with clients as needed. * Interact with clients and users as needed. Such interaction may include follow-up on new meeting requests for accounts without BCD M\&E Business Development support, issue resolution, program reporting, and proactive verification of the service level the team is delivering to that client. **Budget Accuracy** * Pre-approve all check, invoice, and bank transfer requests before staff submit them to the Account Manager and Head of Account Management. * Approve all client budgets prior to submission to the client. * Approve final billing before submission to the client. * Report monthly on program spending, savings, and profitability. **Supplier Relationships** * Approve and sign all hotel and supplier contracts up to authorized monetary limits. * Monitor use of preferred suppliers and hold the team accountable for compliance with those supplier relationships. Ensure the team accurately and timely enters supplier expenses into meeting technology. Report monthly to the Account Manager and Head of Account Management. * Approve all program specifications and service agreements prior to submission to suppliers. * Record Letters of Agreement for all programs operated by the team. Address items falling outside the scope of agreed terms. **Project Management** * The Supervisor will effectively manage assigned programs throughout the year, as determined by required staffing support/planning and the Supervisor’s workload. **We Offer:** Base Salary: 20,000–23,000 MXN \+ Meal Vouchers, Uniform Vouchers, Food Allowance, 8% Savings Fund, SGMM, Life Insurance, Funeral Expense Support, 20th Month Bonus.