Director, Groups & Events

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and nurture the Groups Contracts and Groups Bookings teams.

• Take ownership of performance, culture, and daily operations within both teams.

• Keep an up-to-date understanding of the complete process of group management, from inquiries and contract execution to booking confirmations and post-travel assistance.

• Manage contracts, intricate cases, systems, and critical situations in a player/coach capacity.

• Foster ongoing improvements through data analysis, observation, quality assurance audits, coaching, standard operating procedure (SOP) revisions, and retraining cycles.

• Set performance baselines, monitor metrics, and take responsibility for key indicators such as booking conversion rates, L90 median timing, quality assurance scores, service level agreement (SLA) performance, and client satisfaction.

• Oversee the performance of BPO vendors, including performance reviews, escalations, contracts, and transitions.

• Act as the senior escalation point for complex contracts, high-stakes client issues, and interdepartmental challenges.

• Collaborate with Sales, Account Management, and Finance throughout the client journey.

• Provide a groups-specific viewpoint to enhance the overall Member Support and Client Operations strategy.

⛳️ Requirements

• 12+ years of experience in travel operations, group travel support, or a closely related discipline, including a minimum of 5 years in a director-level or senior leadership position.

• Practical knowledge of group travel bookings and contract management.

• Demonstrated experience in BPO management, encompassing vendor performance oversight, quality standards enforcement, commercial negotiations, and operational transitions.

• Proven record of achieving measurable enhancements in team performance, process effectiveness, and customer satisfaction.

• Exceptional people leadership skills and talent development capabilities.

• Experience functioning at various levels, from detailed contract reviews to quarterly operational assessments for senior leadership.

• Strong cross-functional communication abilities and experience collaborating with Sales, Account Management, and Finance.

• Keen attention to detail and strong operational instincts.

• Background in a fast-paced, high-growth setting.

• Familiarity with 24/7 or extended-hours operations, shift structures, coverage models, and escalation protocols.

• Experience in implementing Lean, Six Sigma, or similar process improvement methodologies.

• GDS experience, Lean Six Sigma certification, and other preferred qualifications are advantageous but not mandatory.

🏝️ Benefits

• Competitive base salary aligned with role and experience.

• Opportunities for bonuses, commissions, and equity.

• Comprehensive benefits package; full details available at engine.com/culture.

• Hybrid-hub model offering office-based or fully remote work options.

• Perks and benefits may vary based on employment type and location.