Director, Groups & Events

Engine

5d•$166,855 - $230,900•Hybrid

About The Position

Engine is seeking a Director of Groups & Events to lead its Groups Contracts and Groups Bookings teams. This is a hands-on leadership role requiring a blend of operational depth, people leadership, and strategic clarity. The ideal candidate will own the end-to-end support experience for group travel, from contract management to booking execution, and will be responsible for building systems, culture, and team capabilities to eliminate friction and set new industry benchmarks. The role demands a player/coach mentality, a relentless drive for continuous improvement, and a focus on owning and improving operational metrics. The Director will also manage BPO vendor performance, serve as a senior escalation point, partner cross-functionally with Sales, Account Management, and Finance, and contribute to the broader Member Support strategy.

Requirements

12+ years in travel operations, group travel support, or a closely related field.
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.
A track record of driving measurable improvement in team performance, process efficiency, and customer satisfaction.
Strong people leadership skills, including developing talent, giving direct feedback, and building high-performing and resilient teams.
Experience operating at multiple altitudes, from reviewing contract details to presenting to senior leadership.
Strong cross-functional communication skills with experience partnering with Sales, Account Management, and Finance.
High attention to detail and strong operational instincts.
Experience in a fast-paced, high-growth environment where the playbook is still being written.
Customer obsession, visible in every process decision.
True player/coach mentality, leading by modeling and being willing to roll up sleeves.
Deep contact center and BPO management experience at meaningful scale.
Experience managing 24/7 or extended-hours operations and building appropriate structures.
Continuous improvement practitioner with experience implementing process improvement frameworks (Lean, Six Sigma, or equivalent).
Setting standards, not chasing them; strong opinions on what great looks like in group travel support.

Nice To Haves

Experience with GDS platforms (Travelport, Sabre, or similar) in a groups or corporate travel context.
Background in building or scaling a groups support function from the ground up.
Familiarity with RFP management, room block logistics, or hotel commission tracking.
Experience designing or operating a premium or tiered support model.
Lean Six Sigma certification or equivalent process improvement credential.

Responsibilities

Lead and develop the Groups Contracts and Groups Bookings teams, owning performance, culture, and day-to-day operations.
Develop managers and leads with directness and intention, providing feedback, building capability, and creating conditions for high performance.
Act as a player/coach with deep, current working knowledge of end-to-end group handling, including contract execution, booking confirmation, and post-travel support.
Drive continuous improvement by using data and observation to identify and solve problems before customers report them, implementing feedback loops and closing them.
Own operational metrics, establishing baselines, tracking performance, and holding the team accountable for outcomes such as booking conversion rate, L90 median timing, QA scores, SLA performance, and client satisfaction.
Manage BPO vendor performance, holding external partners to Engine's quality standards and managing performance cadences.
Serve as the senior escalation point for complex group contracts, high-stakes client situations, and cross-functional issues.
Partner cross-functionally with Sales, Account Management, and Finance to ensure group programs are set up for success and clients are supported.
Contribute to the broader Member Support strategy, bringing a groups-specific lens to decisions affecting the wider organization.