Director, Groups & Events
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Job Description
Director leading group travel contracts and bookings at Engine, an all-in-one business travel and spend platform. Owning operations, BPO performance, customer experience, and team development.
Responsibilities:
- Lead and develop the Groups Contracts and Groups Bookings teams
- Own performance, culture, and day-to-day operations across both teams
- Maintain current working knowledge of end-to-end group handling, from inquiry and contract execution through booking confirmation and post-travel support
- Handle contracts, complex cases, systems, and high-stakes situations as a player/coach
- Drive continuous improvement through data, observation, QA audits, coaching, SOP rewrites, and retraining cycles
- Establish baselines, track performance, and own metrics including booking conversion rate, L90 median timing, QA scores, SLA performance, and client satisfaction
- Manage BPO vendor performance, performance cadences, escalations, contracts, and transitions
- Serve as the senior escalation point for complex contracts, high-stakes client situations, and cross-functional issues
- Partner with Sales, Account Management, and Finance throughout the client lifecycle
- Contribute a groups-specific perspective to the broader Member Support and Client Operations strategy
Requirements:
- 12+ years in travel operations, group travel support, or a closely related field, with at least 5 years in a director-level or senior leadership role
- Hands-on expertise with group travel bookings and contract management
- Proven BPO management experience, including vendor performance management, quality standards enforcement, commercial negotiations, and operational transitions
- Track record of measurable improvement in team performance, process efficiency, and customer satisfaction
- Strong people leadership and talent development
- Experience operating at multiple altitudes, from contract-detail review to quarterly operational reviews for senior leadership
- Strong cross-functional communication skills and experience partnering with Sales, Account Management, and Finance
- High attention to detail and strong operational instincts
- Experience in a fast-paced, high-growth environment
- Experience with 24/7 or extended-hours operations, shift structures, coverage models, and escalation protocols
- Experience implementing Lean, Six Sigma, or equivalent process improvement frameworks
- GDS experience, Lean Six Sigma certification, and other listed Bonus Points are preferred, not required
Benefits:
- Competitive base pay tied to role and experience
- Opportunities for bonuses, commissions, and equity
- Benefits package; full list available at engine.com/culture
- Hybrid-hub model with office-based or fully remote work environments
- Perks and benefits may vary based on employment type and location
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