Operations Associate

Building a Brand starts with a Story

FIRST is a leading global brand experience agency providing Content, Creative, Digital Technology, Management & Delivery, and Data & Insights services. For 30 years, we have utilized three flexible delivery models: Embedded teams, Corporate Campus operations, and a Full-Service Agency.
Managing over 37,000 events & projects annually across 110 countries, FIRST serves 130+ brands, specializing in Fortune 500 companies within the Financial Services, Technology, Healthcare, Media, and Professional Services sectors.
Consistently recognized for excellence, recent honors include 2026 Chief Marketer Agency of the Year, the Ad Net Zero Award for sustainability, and more.

Learn more at www.firstagency.com

What You Would Get To Do

The Associate Director, Embedded Solutions will collaborate with FIRST Leadership and the Account Director, for a dedicated account, or portfolio of accounts, to understand and implement the strategic approach to client account operations. This role is responsible for ensuring the team consistently delivers exceptional service to the client. The Associate Director will lead and motivate both team members and colleagues, fostering strong working relationships that align with the client’s brand. The role will also ensure the team achieves excellent client and host feedback by maintaining high standards of service delivery.

Your Contributions  

• Requires leadership of multi-service and/or global remit for a dedicated account or portfolio of accounts.
• Manage Team Leads, oversee team vacation schedules, and ensure constant client coverage. This includes oversight of the broader team.
• Collaborate with Team Leads to assess workload, team capacity, and identify pressure points. Manage resource allocation considering team members' skills, capacities, and career development.
• Oversee individual development plans and succession planning. Provide guidance for continuous improvement and focus team members on their growth. Ensure the execution of mid-year and year-end performance reviews.
• Identify and address performance issues or challenges that affect productivity, escalating concerns as necessary. Encourage open communication for rapid resolution.
• Ensure the team meets SLAs, tracks KPIs, and achieves event performance objectives. Promote smart working practices to improve team efficiency.
• Ensure adherence to SOPs, maintain accurate event documentation, and facilitate smooth transitions between team members. Support knowledge sharing within the team and across departments.
• Maintain positive client relations and ensure compliance with all client policies, legal, and compliance requirements. Act as a liaison between the team and the client, updating as needed.
• Coordinate bi-weekly team meetings, including content and agenda management. 
• Provide guidance on creative problem-solving, monitor team performance, and support training initiatives.
• Work with the People & Culture team to recruit and develop talent, including overseeing training requirements and supporting leadership in hiring for open roles
• Lead onboarding for new team members, ensuring smooth transitions and effective induction processes.
• Partner with FIRST Leadership to ensure alignment on global initiatives and knowledge sharing. Engage as a member of the leadership team by providing input/feedback on the big picture.
• Oversee time tracking, ensure compliance, and address reporting issues. Analyze time tracking data and manage the quality control of inputs.
• Oversight and ownership of the general reporting required for QBRs.
• Support Account Director in conjunction with Operations leadership and own defined components of the RFP / contract renewal process.
• Strengthen relationships with client leadership and internal stakeholders.
• Provide feedback and support on key initiatives and refine processes for efficiency.
• Lead the development of the FIRST/Client SOP manual and ensure the team follows best practices.
• Identify opportunities for cost savings, value adds, and efficiency improvements across workflows.
• Monitor and manage monthly expenses and invoicing.
• Work with the FIRST account team and FIRST leadership to identify opportunities for expansion, process improvements, and reengineering in service delivery.

What We Are Looking For 

Please be aware that we know experience does not always look like we describe it. If you believe you would be an excellent fit for this role, please apply - we would love to see how you could fit at FIRST. 

• 10+ years’ event management experience, preferably in the financial services industry or a corporate environment
• 3+ years’ of people management experience, including a proven track record of managing and training teams
• Advanced experience of events and conferences including but not limited to C-level executive events, cocktail receptions and meetings and conferences 
• Experience with venue sourcing including extensive knowledge in  contracting, negotiation and commission collection may be required
• Experience with event and registration technology, particularly Cvent and Dealogic / Conference Manager may be required
• Experience with virtual platforms including but not limited to; Zoom, Webex and On24 may be required
• Extensive experience in working with and managing senior clients
• Strong leadership experience; both leading and motivating colleagues in a manner that enhances working relationships and encapsulates the company brand and values
• Advanced project management skills with the ability to manage multiple projects simultaneously
• Excellent written and oral communication skills at all levels
• Strong proficiency with Microsoft Office, specifically Excel
• Extensive industry knowledge of new suppliers, venues, services, and best practices
• Strong client management skills with the ability to influence and lead by example, fostering a positive environment
• Ability to create best practice and take on new initiatives independently
• Client centric, approachable, ability to adjust to client needs and style and deepen relationships in support of their business and programs; adapt to ever changing demands and different client work styles
• Motivated, self-starter, ability to take direction and work independently; ability to think innovatively
• Leadership/influencing/negotiation and decision-making skills

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth.

• Medical, Dental & Vision which includes the option of a high-deductible health plan (HDHP) with a health savings account (HSA)
• 401 (k) 
• Five Flexible Spending Accounts Options
• Generous Paid Time Off Allowance
• Employee Assistance Program (EAP)
• Life, Disability & Pet Coverages
• Wellness Stipend
• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more
• Aura Identity Theft Protection
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $86,000 - $98,000. This role is also eligible for an annual discretionary bonus.

 

 

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