Position: Global Collaboration Services Manager
Industry: Healthcare
Type: Full-Time
Location: East Hanover, NJ (fully on-site)

Day to day:

• Standardize and optimize global workflows for live meetings and event services
• Run service governance cadences (performance reviews, action tracking, compliance checks)
• Own and maintain service documentation (SOPs, runbooks, knowledge base, service catalog)
• Define and report KPIs (SLA adherence, cycle time, incident trends, customer experience metrics)
• Lead continuous improvement initiatives based on data and feedback
• Manage vendor performance and SLA accountability
• Oversee operational readiness for new tools and capabilities (training, monitoring, documentation, escalation paths)
• Partner with IT, Security, and platform owners to align with compliance and enterprise standards
• Coordinate cross-functional operational projects and high-profile escalations
• Track financial performance (forecast vs. spend, vendor charge validation)
• Lead and develop operations and support team members
• Partner with client teams on intake, expectation setting, and service communication

Must haves:

• 8+ years in collaboration services, live event operations, AV, enterprise service delivery, or global delivery operations
• 3+ years of people leadership experience (direct or matrixed leadership)
• Strong service management background (SLA tracking, reporting, incident and escalation management, continuous improvement)
• Demonstrated project management experience leading cross-functional initiatives
• Hands-on familiarity with MS Teams and enterprise event/webcast platforms (intake, scheduling, provisioning, access management, troubleshooting coordination)
• Strong stakeholder and client-facing experience
• Ability to build governance documentation (runbooks, SOPs, service catalogs, reporting dashboards)
• Experience driving KPI definition, performance insights, and operational improvements

• Experience with Monday.com (workflow management, dashboards, reporting)
• Familiarity with ITSM tools (ticketing systems, knowledge base governance, incident/problem/change processes)
• Vendor governance experience (SLA reviews, performance tracking, service improvement plans)
• Financial oversight experience (forecasting, spend tracking, vendor invoice validation, variance management)
• Experience operating in global, cross-regional environments

Salary and Compensation:
The base annual salary for this position is between $100,000 - $120,000 per year. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually - AS Applicable).