DTickets Program & Operations Manager

Office Meetings Center of Excellence

Position Summary

DTickets Program & Operations Manager drives the development, implementation, and management of the DTickets program, projects and strategic priorities. They have a variety of administrative and professional responsibilities involving the planning, coordination, and managing of various business projects and administration, monitoring and analysis of programs and initiatives. The operations leader collaborates with multiple key stakeholders to support the goals and objectives of the business.

This person serves as a subject matter expert for the DTickets program and performs a variety of tasks related to advancing the program, including planning, coordination, and management of business projects. The DTickets Manager regularly assesses and addresses complex business issues. They are responsible for effective teamwork and communication, and must foster a positive, collaborative work environment and effectively leverage resources to deliver quality work.

Recruiting for this role ends on 5/16/25

Primary Duties and Responsibilities

DTickets Program Strategy

• Develop DTickets strategic priorities to continue to move the program forward, both from a business and technical standpoint to support stakeholders, services, and programs.
• Apply assessment, design, and implementation techniques for the DTickets strategic priorities to enable continuous performance and improvement
• Develop presentations for all audience levels demonstrating storyboarding techniques using data, customer insights and industry knowledge; live and virtual presentations required
• Develop, support and sustain performance measurement analytics that will monitor program operations performance, including KPIs, and reporting and analytics efforts
• Act as a trusted business advisor to help advance, implement, and achieve program objectives and desired outcomes; use business and subject matter expertise to provide practical and relevant ideas and insights.
• Build a deep understanding of internal and external leading industry practices and standards of performance
• Lead the planning and execution process for strategic or specified business projects including: data gathering/analysis, development of deliverables, managing documentation support, logistics, performance tracking, training, pilots, focus groups, user acceptance testing (UAT), and general monitoring and reporting.

Program Delivery Responsibilities

• Oversee training, toolkits, & communications for the ticket administration program.
• Oversee invoice standardization efforts.

• Supports program alignment with Firm APRs, policy, risk management and compliance.
• Provide deployment support and collaborate across marketplaces to more closely integrate our services, improve quality, remove redundancies and increase efficiency.

Project Management

• Ability to build effective relationships, communicate effectively, and cultivate a high-performing team.
• Act as a project manager responsible for overall planning, direction, coordination, implementation, execution control and completion of specific projects
• Leads the planning and implementation of projects including timelines, risk mitigation, resource allocation
• Assembles and coordinates project staff
• Reports on progress to all stakeholders; project progress, problems and solutions and direction to support project team

Performance Management

• Drives performance management process including, touch-points, quarterly evaluations, and year-end review process; works collaboratively with leadership and Talent on performance management issues
• Cultivates strong performance through coaching and performance management
• Manages, leads and mentors staff in carrying out daily operational and career development objectives and goals
• Conducts performance discussions that foster trust and elevates performance of direct reports
• Writes effective performance reviews and completes Snapshots, demonstrating poise and professionalism in facing resistance or challenges

People Development

• Serves as a role model and primary counselor to direct reports. Mentors, coaches and assists in the development of direct reports
• Recruits and develops high performing talent; interviews, makes hiring recommendations and coordinates onboarding and training of new hires and transfers
• Understands and assesses skill levels to recommend appropriate training and professional development; counsels and motivates direct reports to capitalize on their strengths and improve development areas.
• Leads and embraces change
• Creates an environment that builds accountability for and commitment to meeting objectives; builds trust, confidence and credibility with direct reports, which includes the ability to exercise discretion when dealing with privileged, personal or confidential topics

Relevant Business and Technical Skills:

• Strong quantitative and qualitative analytical skills with ability to translate into conclusions and summaries
• Strong facilitation and training skills, in-person and virtually
• Ability to work successfully in a matrix environment with multiple stakeholders
• Ability to manage change and act as a change agent
• Ability to work independently and take initiative in a supporting role on projects
• Excellent critical thinking and decision-making skills, while working with broad guidance in a virtual environment
• Professional presence with demonstrated ability to build credibility and collaborate both in-person and virtually
• Excellent consultative, communication and interpersonal skills with ability to communicate effectively to a leadership audience

Qualifications:

Required:

• Bachelor’s degree in hospitality, business or related area preferred
• Minimum of 5 years of related work experience in an operations/customer service environment
• Ability to work overtime, when needed
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Travel Requirements: < 25% annually, timed with implementation planning and deployment

Preferred:

• Experience in hospitality industry (e.g. hoteling, meetings/events, concierge) concentration is strongly preferred
• Experience leading teams or projects with a demonstrated consultative approach
• Ability to effectively sell concepts, build business relationships to drive sustainable change
• Strong technical skills, including advanced competency in various applications including Microsoft Office

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $80400 to $148000.

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