Operation Manager

Experience: 8–12+ years of experience in event operations, production, or agency project delivery, ideally within a B2B environment

Location: Stockholm, Sweden

Skills: event operations, event production, organizational change, team leadership, resource management, stakeholder management, P&L; management, data-driven decision making, collaboration, agility, innovation

Company Overview
Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. The Operational Manager – Nordics leads and optimizes event operations across four countries, ensuring high-quality delivery, strong team performance, and operational excellence at scale. This role blends people leadership, organizational design, and change management with a strong focus on client satisfaction, delivery efficiency, and operational consistency. As part of a global agency, the Operational Manager plays a key role in connecting regional teams with global standards and best practices, while partnering closely with peers and business stakeholders worldwide.

What you'll do
1. Operational Leadership & Excellence
Oversee end-to-end event operations across the Nordic region, ensuring consistent, high-quality delivery aligned with agency and global standards
Drive operational excellence by defining, implementing, and continuously improving processes, tools, and ways of working
Lead capacity planning, resource allocation, and workload balancing across countries
Monitor and act on performance metrics (profitability, delivery quality, timelines, utilization rates)
Ensure risk management, compliance, and quality standards are applied across all projects and markets
Bring strong event industry knowledge to ensure operational decisions are grounded in the realities of event production and delivery
Knows how to manage a P&L;

2. Team Leadership & Organizational Effectiveness
Lead, coach, and develop Team Leaders,



enabling them to effectively manage and grow their teams
Indirectly oversee a team of approximately 70 event planners across the region
Design and evolve team structures, roles, and responsibilities to support scalability and performance
Foster a high-performance culture focused on accountability, collaboration, and continuous improvement
Support recruitment, workforce planning, and talent development in partnership with HR and leadership
Communicate with all teams in the right way to deliver strategy information, motive teams

3. Change Management & Transformation
Act as a key driver of organizational change to improve efficiency, collaboration, and operational maturity
Lead transformation initiatives such as process harmonization, new tools implementation, and new ways of working
Ensure adoption of new processes and systems through structured change management, communication, and training
Promote a mindset of agility, innovation, and continuous improvement across all teams

4. Client Relationship & Delivery Oversight
Partner closely with Sales / Account teams to ensure operational delivery aligns with client expectations and contractual commitments
Intervene in complex, strategic, or high-risk projects to ensure successful execution
Contribute to client satisfaction and retention through operational excellence and solution-oriented leadership
Participate in key client meetings when senior operational input or escalation management is required

5. Global & Cross-Functional Collaboration
Work closely with multiple internal business partners across the global organization (e.g., Client Services, Sales, Creative, Production, Finance, HR, Legal…) to ensure aligned and integrated delivery
Act as the Nordic operational representative in global forums,



contributing to the development and alignment of global standards, tools, and best practices
Partner with operational peers in other countries and regions to share learnings, align ways of working, and support international or multi-market projects
Ensure strong alignment and collaboration between the four Nordic countries while respecting local market specificities

Key Performance Indicators (KPIs)
Operational efficiency and team utilization rates
Project delivery quality and on-time performance
Employee engagement and retention within operational teams
Successful implementation of transformation and process improvement initiatives
Client satisfaction related to operational delivery
Profitability and cost control on projects (in collaboration with Finance & Client teams) – P&L; management

What we're looking for
Strong, hands-on understanding of event delivery and production workflows
Proven experience managing managers/team leaders and leading large, multi-layered teams
Experience overseeing operations across multiple countries or regions
Demonstrated track record in organizational change, process improvement, and transformation initiatives
Experience working within a global or matrix organization is a strong plus
Strong people leadership and coaching capabilities
Excellent organizational and operational management skills
Solid understanding of event budgeting, planning cycles, and resource management
Robust stakeholder and business partner management across functions and geographies
Ability to balance strategic thinking with hands-on operational oversight
Data-driven mindset with the ability to use KPIs to guide decisions
Structured, solution-oriented, and resilient under pressure
Strong communicator able to align diverse teams across geographies and cultures
Collaborative leadership style with high emotional intelligence
Comfortable leading through change and ambiguity
Fluent in English (additional Nordic languages are a plus)
Willingness to travel regularly within the Nordic region and occasionally internationally

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