Director, Groups & Events in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Groups & Events based in United States.

This is a senior, hands-on leadership role overseeing Groups Contracts and Groups Bookings within a fast-growing travel technology environment. You’ll own the end-to-end support experience for group travel, from contract management and booking execution through complex client situations and post-travel support. The role combines deep operational expertise, people leadership, vendor management, and strategic execution. You’ll lead managers and teams while staying close enough to the work to understand workflows, identify friction, and drive meaningful improvements. Success will be measured through operational performance, customer satisfaction, quality, conversion, and service levels. This is an opportunity to shape a high-impact function, build scalable systems and processes, and establish a new standard for group travel operations.

• Lead and develop the Groups Contracts and Groups Bookings teams, owning performance, culture, staffing, coaching, management development, and day-to-day operational health while creating an environment where people can consistently deliver high-quality work.
• Maintain deep working knowledge of end-to-end group travel operations, including inquiries, contract execution, booking confirmation, complex cases, and post-travel support, while stepping directly into high-stakes situations when required.
• Drive continuous improvement through QA audits, coaching, SOP updates, retraining, feedback loops, root-cause analysis, and measurable follow-through, ensuring operational problems are solved rather than simply identified.
• Establish and manage clear operational metrics, including booking conversion, L90 median timing, QA scores, SLA performance, and client satisfaction, using data to identify trends, set expectations, and improve results.
• Manage BPO partnerships by overseeing performance, quality standards, operational cadences, escalations, commercial negotiations, and transitions, while working with vendor management stakeholders to maintain consistent service standards.
• Serve as the senior escalation point for complex group contracts, high-stakes client situations, and cross-functional challenges, resolving issues quickly while documenting lessons and feeding them back into process improvements.
• Partner closely with Sales, Account Management, Finance, and broader Client Operations leadership to support group programs, strengthen the customer lifecycle, contribute operational insight to commercial decisions, and improve support strategy across the organization.

• You have 12+ years of experience in travel operations, group travel support, or a closely related field, including at least 5 years in a director-level or senior leadership position.
• You have hands-on expertise with group travel bookings and contract management and understand the operational complexity of managing high-touch group travel experiences.
• You bring proven BPO management experience, including vendor performance management, quality standards, commercial negotiations, operational transitions, and experience with 24/7 or extended-hours operations.
• You have a demonstrated track record of improving team performance, process efficiency, operational quality, and customer satisfaction through measurable initiatives.
• You are a strong people leader who develops managers and individual contributors through direct feedback, coaching, career development, and intentional capability building.
• You can operate at multiple levels, from reviewing detailed contracts and complex cases to presenting operational performance and strategic recommendations to senior leadership.
• You have strong cross-functional communication skills and experience partnering with Sales, Account Management, Finance, and other business functions in a fast-paced, high-growth environment.
• You are highly customer-focused, detail-oriented, analytical, and operationally disciplined, with experience using Lean, Six Sigma, or equivalent continuous improvement frameworks to challenge existing processes and build better ones.
• Experience with GDS platforms such as Travelport or Sabre, building or scaling groups support functions, RFP management, room block logistics, hotel commission tracking, premium or tiered support models, or Lean Six Sigma certification is considered an advantage.

• 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, commissions, and equity depending on the role and employment circumstances.
• A benefits package designed to support employees, with specific offerings varying by employment type and location.
• A hybrid-hub work model that supports different working environments, including office-based and fully remote arrangements depending on role requirements.
• The opportunity to lead a highly visible and commercially meaningful Groups function with significant scope to shape its future direction.
• Executive support, resources, and autonomy to improve operational systems, team capabilities, and customer experiences.
• The opportunity to work in a high-growth travel technology environment alongside experienced, high-performing colleagues.
• Meaningful exposure to group travel operations, customer experience, vendor management, commercial partnerships, and large-scale operational improvement.