Associate Director of Client Services
Boise State University

Job Summary/Basic Function:
This position will be responsible for the management of client services and associated relationships
related to ExtraMile Arena events (Athletics, Campus, Community and Entertainment). This position will be responsible for the direct production of events, overall management and supervision of production and technical event staffing necessary to fulfill client needs.

This position acts as the hub of event information to Arena clients, contracted professionals and other partners as may be required, connecting them with or disseminating information to internal staff. This position collects all event documentation or requirements and guides the client through the event process at ExtraMile Arena. This position performs all responsibilities at the highest level to enhance the image of the Arena, the University and promote goodwill throughout the community.

An important Arena objective is the execution of successful events from the client's perspective, and it is the responsibility of this position to oversee, supervise and direct these activities. The Director of Client Services is responsible for fulfilling all lighting, sound, video, and other technical requirements, preparing event outlines, coordinating equipment distribution, disseminating information, labor and equipment billing and monitoring the backstage area and entire production of the event. Additionally, the position is responsible for the operation and maintenance of electronic audio/video systems and equipment.

This position also trains and supervises part-time temporary stagehands and student stagehands (Event Workers) and audio/video technicians.
Department Overview:

• ExtraMile Arena Mission - Bringing world-class creativity, competition and celebration to life
• ExtraMile Arena Vision - ExtraMile Arena aspires to be an iconic venue thriving in the heart of the vibrant Boise metropolitan area. Operated by passionate venue professionals guided by a principled compass of safety, servant leadership, respectful relationships and indomitable spirit, ExtraMile Arena will be renowned for world class event experiences.
• ExtraMile Arena Values:
  • Safety
  • Servant Leadership
  • Respectful Relationships
  • Indomitable Spirit
  • Entrepreneurialism
  • Stewardship
  • Service Excellence
  • Mutually Successful Outcomes

Level Scope:
Provides immediate supervision to a unit or group of operational or technical employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or campus policies, procedures, and defined internal controls. Problems typically involve a single area, process or constituent group. Ensures accountability and stewardship of campus resources (operational, financial, and human) in compliance with departmental standards and procedures.
Essential Functions:
Client Service/Event Management

As the primary Arena contact for event clients:

• Coordinates and fulfills facility resources and services necessary for successful execution of direct and indirect event activities
• Reviews, coordinates and fulfills client requirements as requested (labor, equipment, supplies & services)
• Communicates facility capabilities
• Provides building maps and tours
• Communicates relevant policies and monitors/ensures compliance
• Compiles event information in database for internal staff reference
• Verifies and reviews for accuracy
• Disseminates to internal staff in weekly meetings
• Debrief event challenges, problems and successes with internal staff and vendors/contractors in weekly meetings
• Maintains a database/contact list of local service providers, vendors or suppliers commonly utilized by clients (doctors, dentists, hotels, massage therapists, chiropractors, rental equipment, etc.)
• Initiates, negotiates and executes agreements with service providers, vendors or suppliers
• Coordinates pickup/delivery arrangements or reservations for equipment rentals and purchases of expendable/consumable supplies on behalf of client or for Arena events
• Completes and submits paperwork or electronic work orders to University departments in a timely manner to arrange for event services and/or equipment (FO&M, OIT, vendors)
• Coordinates with Chartwells for any catering food and setup requirements, and/or coordinates with event caterer for requirements if these services are provided directly by client
• Coordinates with Arena Box Office to verify temporary seating is setup accurately (as sold)
• Communicates with Executive Director and Director of Production Services to ensure event requirements are fulfilled, discuss relevant issues, problems, questions or concerns
• Communicates with client as appropriate in relation to an emergency situation in the building

Venue Management

• Acts as Manager-On-Duty for Arena for events as assigned
• Attends internal and external department meetings to represent Arena (event planning, facility administration, operations, et. al.)
• Monitors industry trends and developments to identify ways to enhance training, employee performance, execution and the functioning of events and the facility utilizing available industry resources to maintain and develop best practices
• Develops and implements service and operational procedures to ensure efficient and effective task processes
• Designs and develops the provisioning of appropriate work methods, tools and/or devices
• Monitors inventory on a proactive, timely basis to avoid shortages
• Inspects facility prior to event move-in to ensure all client spaces are prepared for event
• Maintains positive and open communication with Arena staff, University employees and vendors to foster positive relationships and enhance the image of the facility through actions and communications
• Monitors Arena and other University schedules to identify/avoid event or space use conflicts and communicates with Business Operations Department to coordinate and resolve
• Reviews drawings and/or specifications necessary for event setups or system design, installation and use
• Responds to problems in the Arena and fulfilling requests for building access
• Responsible for all aspects of the event production cycle (preparation, setup, performance, tear- down and restoration)
• Works in conjunction with BSU Risk Management, Environmental Health & Safety and utilizes available industry resources to maintain and develop best practices, methods/procedures, manuals and policies
• Works in conjunction with BSU Human Resources for hiring, changes in employee classification, dismissals and performance evaluations
• Works in conjunction with Morrison Center and Student Union department staff for maintenance/development of the Event Worker pool
• Works in conjunction with Student Union Conference Services, Technical Services and OIT staff for providing audio/visual, phone and data services
• Support of Arena IT needs and operations
• Responsible for design and operation of professional A/V services to include but not to exclude, Sound design and configurations, LED Video board setup and maintenance
• Sharing of responsibilities to ensure network and phone systems are maintained and operational

Financial

• Prepares accurate estimates and invoices for labor and equipment for event financial settlement with client
• Authorizes payments from ExtraMile Arena for labor and equipment
• Monitors event budgets. Recommends and implements cost saving strategies on behalf of Arena and/or client
• Approves event services, rental and purchase invoices and provides for event settlement
• Monitors and reconciles discrepancies in costs and estimates for compliance with event budget or variance approval
• Monitors catering costs for compliance with catering budget or variance approval

Staff Management, Supervision & Pool Development

• Manages, maintains and supervises Production "Stagehands" (Event Workers), to provide this service to clients, scheduled upon request
• Establishes, maintains and communicates performance standards on an ongoing basis
• Establishes and communicates work schedules, work assignments and tasks
• Maintains, develops or obtains training materials, manuals, criteria, topics; establishes training schedule; conducts and provides training as appropriate, maintains appropriate records
• Holds staff accountable for attendance, performance
• Conducts performance evaluations according to University required intervals
• Conducts employee orientations
• Reviews and ensures accuracy of employee timesheets; reviews and approves employee vacation requests; and monitors and approves overtime, comp-time

Other

• Participate in Arena Event Management Meetings
• Takes leadership and maintains flexibility in working with other staff members, employees, clients and University partners
• Maintains open communication, proper image, and generates positive public relations with athletes, performers, clients, patrons and staff.
• Maintain compliance with Arena standards, values and missions.
• Perform other duties as assigned

Knowledge, Skills, Abilities:

• Excellent communication skills.
• Ability to take initiative, think independently and exercise sound judgment.
• Ability to work efficiently, prioritize tasks and multi-task.
• Ability to work as a member of a team and collaborate with others outside the venue.
• Ability to interpret and enforce venue policies and procedures.
• Knowledge of supervisory best practices and procedures
• Availability to work nights and weekends as needed.

Minimum Qualifications:
Bachelor's degree or equivalent professional experience.

Work Environment and Physical Demands
Exerting up to 50 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or up to 30 pounds amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. General office work involves sitting most of the time, but may involve walking or standing for brief periods of time.

Preferred Qualifications:

The employee in this position must be able to work extended hours, including nights and weekends.
Salary and Benefits:

Salary range is $64,771 to $67,000 annually and is commensurate with experience. Boise State University provides a best-in-class benefits package, including (but not limited to):

• 12 paid holidays AND the University is closed between Christmas and New Year's
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 9.27% University contribution to your ORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to your PERSI retirement fund (Classified employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents
• See our full benefits page for more information!

Required Application Materials:
Cover Letter
Resume
About Us:
Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We're a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We're building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho's Treasure Valley at https://www.boisestate.edu/about/

Advertised: October 1, 2024 Mountain Daylight Time
Applications close: October 15, 2024 11:55 PM Mountain Daylight Time

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