Director, Groups & Events

📋 Description

• Lead and develop the Groups Contracts and Groups Bookings teams, owning performance, culture
• Maintain deep working knowledge of end-to-end group travel operations, including inquiries
• Drive continuous improvement through QA audits, coaching, SOP updates, retraining, feedback loops
• Establish and manage clear operational metrics, including booking conversion, L90 median timing, QA
• Manage BPO partnerships by overseeing performance, quality standards, operational cadences
• Serve as the senior escalation point for complex group contracts, high-stakes client situations

🎯 Requirements

• You have 12+ years of experience in travel operations, group travel support, or a closely related
• You have hands-on expertise with group travel bookings and contract management and understand the
• You bring proven BPO management experience, including vendor performance management, quality
• You have a demonstrated track record of improving team performance, process efficiency, operational
• You are a strong people leader who develops managers and individual contributors through direct
• You can operate at multiple levels, from reviewing detailed contracts and complex cases to

🎁 Benefits

• Base salary range of $166,855–$230,900 USD, depending on experience, expertise, and location.
• Total compensation may include equity and/or variable pay, with opportunities for bonuses
• A benefits package designed to support employees, with specific offerings varying by employment
• A hybrid-hub work model that supports different working environments, including office-based and
• The opportunity to lead a highly visible and commercially meaningful Groups function with
• Executive support, resources, and autonomy to improve operational systems, team capabilities, and