Global AV & Event Operations Service Owner

Global Av & Event Operations Service Owner

Your work days are brighter here. We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back. In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Team

The Digital Employee Experience team, part of Business Technology (BT) at Workday, is responsible for delivering innovative and engaging digital experiences for our global workforce. Our team is dedicated to understanding the needs and challenges of our employees, creating solutions that improve their productivity, engagement, and satisfaction. We work closely with cross-functional teams across the organization, including Sales, Marketing, Customer Service, HR, Employee Communications, and other departments, to deliver seamless and integrated digital experiences that support our business operations and empower our employees to be their best. We are a collaborative and dynamic team that values creativity, innovation, and continuous improvement. Join us and shape the future of the digital employee experience at Workday.

About the Role

Workday is seeking an experienced and strategic Global AV & Event Operations Service Owner to drive the operational excellence of our global AV event support and services. This is a critical role responsible for the strategic direction, management, and continuous improvement of our managed service provider (MSP) partnerships, and the development of our global AV support standards. You will act as the primary liaison between our MSP's, and internal partners like Real Estate (REW), Corporate Communications, AV Engineering, and various executive support teams, to ensure the seamless delivery of world-class events. This role is not about hands-on technical work; it's about leading a service, establishing global standards, and ensuring our partners and senior leaders have the support they need to execute successful, high-impact events.

Strategic Oversight : Provide comprehensive oversight of our global AV managed service providers, starting with the dedicated team at the Pleasanton Meeting Center. You will be responsible for monitoring Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and the overall performance of the MSPs by developing a common scorecard. This includes other MSP's who provide AV services globally.

Partner & Stakeholder Liaison : Serve as the key liaison for internal partners and executive stakeholders, ensuring the successful, end-to-end delivery of all events. This includes partnering with Corporate Communications and AV Engineering to define requirements and technical solutions for events, and ensuring white-glove service for all high-stakes, executive-level presentations and events.

Operational Excellence & Process Improvement : Drive the implementation of a strong AV service governance model, establishing standards and efficient processes for the Pleasanton Meeting Center and all global Workday locations, big or small. You will use data and analysis to identify trends and make recommendations to ensure the service runs as smoothly and efficiently as possible. This includes leading continuous improvement initiatives, post-event debriefs, documenting escalation paths, and backup scenarios.

Global Standardization : Partner with our MSP's and support teams to establish and roll out global standards for AV service delivery, ensuring consistency, quality, and standardized reporting across all our locations. You will leverage and maintain a knowledge management system to store content, past performance data, and subject matter expertise to ensure consistency, and own a shared dashboard that keeps stakeholders and leaders informed. Help build an audit system to ensure standards are being maintained.

Cross-Functional Collaboration : Foster strong, collaborative relationships with cross-functional teams, including Real Estate, Security, and Catering, to coordinate event logistics. You will also work closely with Executive Support and End-User Services (EUS) teams globally to ensure seamless integration and alignment of high-touch service protocols for senior leadership.

Reporting & Communication : Regularly communicate with partners, providing reports on event support tickets, success rates, and root cause analysis. You will lead regular meetings, including weekly meetings to review upcoming events and monthly operational service meetings. Facilitate Quarterly Business Review (QBR) meetings with MSP's to review service details and ensure adequate resourcing for issues.

About You

Basic Qualifications :

• 8+ years of professional experience in executive-level AV and IT operations, with a proven track record of managing both onsite and offsite events in a high-pressure, high-visibility environment.
• 8+ years of experience delivering white-glove IT support services for C-level and senior executive teams, demonstrating discretion, professional maturity, and excellent problem-solving under pressure.
• 8+ years of experience with vendor management and contract governance, specifically working with large AV managed service providers.
• Extensive experience establishing and scaling global standards and processes in an enterprise environment.
• Experience applying IT Service Management (ITSM) principles (e.g., ITIL) to AV support, including Incident, Problem, Change, and Knowledge Management processes.
• Knowledge of core AV and Broadcast technologies, including digital audio mixing, video streaming platforms (e.g., Zoom, Webex), large-format display systems, and event production signal flow.

Other Qualifications :