Manager, Operations & Client Honolulu

Job Description

Company Description The Hawai‘i Visitors & Convention Bureau (HVCB) serves as a steward of Hawai‘i’s brand, promoting the islands as a premier global travel and meetings destination while honoring Hawai‘i as a treasured natural and cultural resource. HVCB focuses on responsible destination marketing that balances visitor experiences with community well‑being. Team members are welcomed into an inclusive ‘ohana (family) culture that values collaboration, respect, and aloha.

The organization supports leisure travel, meetings, conventions, and travel trade engagement through key platforms such as , , and

The Manager, Operations & Client Experience serves as the operational execution partner to the Senior Director, supporting the delivery of Meet Hawaiʻi’s operational and client servicing strategies. This role coordinates programs, processes, and resources that enable business development and client engagement, ensuring efficient operations and consistent, high‑quality experiences across all touchpoints.

The Manager, Operations & Client Experience is accountable for the effective execution of operational programs and client servicing functions—ensuring initiatives are delivered on time, resources are managed efficiently, and service standards are consistently met. This includes coordinating cross‑functional efforts, maintaining operational and reporting accuracy, and driving seamless day‑to‑day execution in support of organizational goals.

• Manage the day‑to‑day administration and execution of key Meet Hawaiʻi programs and initiatives
• Execute core programs, including incentive programs, trade shows, sales missions, and events
• Manage vendors, contractors, and external service providers
• Coordinate logistics, timelines, and deliverables across initiatives
• Ensure operational processes are followed and consistently applied

• Coordinate and support delivery of client experiences, site visits, and destination programs
• Manage amenity inventory, fulfillment, and distribution
• Provide operational support for high‑value client engagements
• Ensure client‑facing activities align with established service standards

• Provide operational coordination for business development initiatives
• Assist with proposals, presentations, and supporting materials
• Manage cross‑functional projects and track progress against timelines
• Provide backup support for Sales & Client Services coordination as needed

• Process and monitor invoices, payments, and vendor documentation
• Track program budgets, expenses, and financial activity
• Maintain accurate records, reporting, and compliance documentation
• Support program tracking and documentation requirements

• Identify opportunities to improve operational efficiency and service delivery
• Support implementation of systems, workflows, and process enhancements
• Contribute to a culture of accountability, collaboration, and service excellence

• Maintain and update a centralized Operations Procedures Manual
• Support cross‑functional operational reviews to improve efficiency and alignment
• Implement standardized frameworks for managing key initiatives
• Contribute to performance reviews focused on efficiency, utilization, and ROI

• Support development and maintenance of a Client Experience Playbook
• Ensure consistent execution of service standards and client touchpoints
• Implement and maintain systems to manage client amenities

• Maintain and support performance reporting within Simpleview CRM
• Deliver HTA and internal reporting requirements
• Track and report on client servicing KPIs and satisfaction metrics
• Identify opportunities to enhance systems, reporting, and data management

• Operational programs are delivered on time with consistent execution and minimal issues
• Client experiences meet established service standards and reflect high satisfaction
• Sales teams…