Manager of Delegate Experience and Submissions

This is a Full Time Job

TIFF: THE MARKET

We are currently hiring for the position of:

MANAGER, DELEGATE EXPERIENCE & SUBMISSIONS

The Manager, Delegate Experience & Submissions is the operational lead responsible for executing the optimization for the Market’s attendee experience. Reporting to the Director, Market Engagement & Services, this role collaborates in the development of implementing established service frameworks, overseeing system workflows, and coordination required to deliver a seamless, responsive, and professionally managed experience for Market attendees. The role brings a deep understanding of attendee needs and behaviours, supporting alignment and consistency in how participation pathways are experienced from first engagement through onsite participation.

This position oversees centralized attendee customer service for professionals, market programmes submissions administration, and associated revenue performance, and the integration of attendee-facing processes across Market streams. The Manager serves as the primary steward of attendee-facing standards and operational systems in collaboration with internal Visitor Experience Team, driving clarity, consistency, and efficiency across customer touchpoints. Through effective workflow management and data-informed reporting, the role upholds operational integrity and service excellence.

RESPONSIBILITIES:

Attendee Experience Implementation & Optimization
• Collaborate with the Director, Market Engagement & Services in the development and refinement of attendee service frameworks.
• Lead the implementation and ongoing optimization of established attendee-facing systems and workflows.
• Map and maintain the attendee lifecycle from first engagement through onsite participation, identifying friction points and opportunities for improvement.
• Support the development and management of service standards, including tracking response times, process clarity, and attendee satisfaction to drive consistency and continuous improvement.
• Contribute to post-Market evaluation and continuous improvement planning.

Centralized Attendee Inquiry Management
• Manage the Market’s general inquiries inbox as the centralized intake point for cross-vertical inquiries, ensuring appropriate triage and routing to relevant teams.
• Ensure timely, accurate, and consistent responses through documented routing and escalation protocols.
• Maintain knowledge systems and response frameworks that support clarity and information integrity aligned with defined service standards.
• Monitor inquiry trends and provide reporting to inform service standard adjustments and planning.

Submissions Administration & Revenue
• Collaborate with Market Programming and Marketing to establish and align on submission timelines, and lead operational execution against agreed milestones.
• Lead the operational build, publishing, and lifecycle management of Market submission applications, ensuring alignment with programme parameters and marketing positioning.
• Lead the optimization of submission form structure, user flow, and presentation of applicant-facing content to ensure clarity, usability, and alignment with platform capabilities and attendee journey standards.
• Oversee the administrative lifecycle of submissions from platform setup through application intake, payment processing, and structured handoff to Programming for review and selection.
• Manage submissions revenue performance, including weekly reporting, reconciliation accuracy, and payment processing integrity.
• Design frontline customer support related to navigating submission requirements, platform usage and technical troubleshooting.
• Maintain accurate tracking, performance reporting, and analysis of submissions activity to inform planning, forecasting, and continuous improvement.

Cross-Functional Integration
• Partner with all Market streams to ensure attendee-facing processes are aligned and clearly executed.
• Provide attendee-informed input into planning discussions affecting participation pathways and onsite experience.
• Collaborate with Digital on functional requirements and user implementation of attendee-facing systems.
• Support alignment of attendee experience standards within the broader Market Engagement & Services portfolio.

Team Leadership
• Recruit, onboard, train, and manage a seasonal team of 4–6 staff, ensuring clarity of roles and consistency in service delivery.
• Develop operational documentation, training materials, and workflows to support team effectiveness and scalability.
• Provide coaching, feedback, and performance management for the seasonal team.
• Provide support in the coordination and oversight of volunteer teams, including training and performance monitoring, as required.

TARGET CONTRACT DATES:
• April 13 - December 31st, 2026

WORK LOCATION:
• Office Location: 350 King Street West, Toronto, ON M5V 3X5
• Weekly in-office requirements:
• Minimum 2 days (November to April)
• Minimum 3 days (May to October)
• Festival Office Requirements: Full Time during Festival

MINIMUM REQUIREMENTS:
• Degree in Arts Management, Media Studies, Cultural Administration, or related field required (or equivalent experience).
• 5 years’ experience within screen-based industries or comparable cultural sectors, including leadership in customer relations, stakeholder services, or attendee-facing operational environments.
• Demonstrated experience managing centralized inquiry systems, complex operational workflows (e.g., submissions, accreditation, registration), and CRM/CMS platforms, with responsibility for data integrity, process governance, and revenue-adjacent reporting.
• 3 years’ experience leading or supervising project-based or seasonal teams in fast-paced, time-sensitive environments, with strong ability to train, delegate, and manage.