Senior Manager, Audio Visual User Experience

A&O Shearman is a new global industry-leading law firm, with nearly 50 offices in 29 countries worldwide. Our fluency in English law, US law, and the laws of the world’s most dynamic markets, enables us to provide unmatched insight and seamless delivery to clients.

We work on challenging and important deals and disputes that have the potential to shape the future.

We offer exceptional opportunities for our people; opportunities to work for the world’s leading businesses; to transform the status quo, and to deliver your best work, helping you and your career to thrive, while delivering unparalleled outcomes for our clients.

Whether you're helping clients solve complex challenges, transforming the ways we manage our business, or ensuring the smooth-running of our operations, this is an environment where you can belong and excel.

We provide first-rate training and development, we are committed to diversity, equity and inclusion and we provide support and ways of working that help you optimize your wellbeing.

What truly defines a career with us? We recruit the best and ask for the best of you. And together, we will redefine success.

Reports to

Director, User Experience

Role Summary

The Senior Manager, Audio Visual User Experience ( the Senior Manager ) will be responsible for all global internal video and collaboration tools and the employee experience, including user education, communications, quality control, and analytics.

The Senior Manager will enhance the operational procedure, systems, platforms, management, business processes, and enhanced management reporting and will look for opportunities to minimize risk and drive innovation.

The Senior Manager will provide the firm with the highest quality and most efficient core audio / visual services, utilizing the latest technology, well defined processes, and the highest level of customer service.

Working in close collaboration with the Infrastructure & Operations team, the Manager will oversee and assist with onsite surveys, selection, evaluation, design, installation, IT integration, service, maintenance and training of all audio-visual technology and services.

This individual will collaborate with the Conference Center Services team to coordinate audio visual requirements and support of all internal and external meetings and events.

Key Responsibilities

• Manage the Audio-Visual (AV) staff and coordinate with the global desktop support and audio-visual services teams on key meetings or deliverables.
• Employ efficient work processes to ensure goals and deadline are met.
• Manage the budget and resources for all responsible teams under AV.
• Maintain vendor relationships and assist with negotiating vendor contracts to optimize costs.
• Develop and implement IT policies, procedures, and standards to ensure compliance with industry regulations and best practices.
• Ensure adequate staffing coverage for all events, meetings, and presentations.
• Work in close collaboration with the Infrastructure & Operations team to prepare strategic and operational project proposals, including budget oversight.

Coordinate with AV related vendors and external service providers as required.

• Coordinate all audio-visual needs of the business, including high profile internal and external meetings and events, whether on or offsite.
• Coordinate with all the global Conference Center staff and requestors to ensure that all client requirements are understood and met.
• Ensure the Audio-Visual Services Team and Global GTS AV support teams have the skills to support all audio-visual user / client needs in conference rooms, event spaces, and virtually.
• Ensure that appropriate records and audio-video conference systems are maintained and that these are checked on a regular basis
• Create and implement global standard operating procedures with a focus on continually increasing efficiency and maintaining excellence.
• Collaborate with vendors and third-party providers, along with the firm management team, to evaluate and implement new technologies and replace obsolete equipment.
• Regularly monitor and review the performance of suppliers against contracts and service level agreements.
• Maintain, store, repair, and inventory AV equipment.
• Drive and implement standard operating procedures (SOPs) to standardize and improve the AV operation.
• Conduct regular Site GAP analysis to identify possible areas for a technology refresh or performance improvement.
• Provide monthly audio-visual metrics to the ITSM team for the monthly operational meeting.
• Other duties and responsibilities as assigned.

Knowledge, Skills & Attributes

• Strong communication and interpersonal skills with the ability to communicate effectively orally and in written format with all levels of staff, especially executive-level clientele.
• Highly motivated and quick thinking with the ability to work in a fast-paced environment.
• Effective time management and prioritization skills; ability to manage multiple projects simultaneously.
• Demonstrated ability to supervise, coach and train a team.
• Prior experience installing, configuring and troubleshooting AV hardware.
• Knowledge of sound reinforcement, which requires mastery of specialized equipment.
• Knowledge of current AV trends and emerging technologies such as Lync Room Systems / Crestron.
• Demonstrated ability to follow and train others to follow specific procedures for support, configuration and coordination of AV set-up and troubleshooting.
• Experience establishing and delivering services against specified service level agreements (SLAs).

Education & Experience

• Bachelor's or associate degree in communications, broadcast technology or a related field preferred, or commensurate experience in the AV field.
• Professional AV certifications such as the Certified Technology Specialist (CTS) credential preferred.
• Completion of a Customer Relations / Service training / program preferred.
• Minimum of 10 years’ experience in dealing with AV equipment and meeting support.
• Minimum of 10 years’ experience in a position requiring customer relations skills.
• Minimum of 10 years’ experience supervising or leading a team.
• Hands on experience setting up and troubleshooting internal and external video conferences using a wide variety of equipment.

Physical Activity / Other Miscellaneous

• Must be able to climb ladders up to 20’ high.
• Must be able to lift and carry at least 50 lbs.
• Equipment Use : Audio and video conferencing equipment, sound reinforcement equipment, LCD projectors and displays, laptops.
• Flexibility to work outside of standard business hours is required for this position.
• Flexibility to travel to other offices (occasionally).
30+ days ago