Director, Attendee & Exhibitor Services

U.S. Travel Association; Washington (District of Columbia); Hybrid; USD 125,000 - 135,000; Full time

Benefits offered by this job

Healthcare package

Paid leave

Staff functions and social events

Transportation benefits

Wellness initiatives and EAP

Education and professional development

Job summary

U.S. Travel Association in Washington, DC seeks a Director of Attendee & Exhibitor Services to lead IPW operations, oversee attendee/exhibitor services, housing programs and event logistics.

You will supervise Managers for Exhibit Services, Attendee Services and Sponsorship Fulfillment and manage external consultants across these areas. You will drive data reporting, sponsorship fulfillment, and digital platform improvements while coordinating cross-portfolio events and ensuring contract

Qualifications

• Bachelor's degree required. 8-10+ years of progressive experience in trade show operations, event logistics and operational project management.
• Supervisory Leadership: 3-5+ years of direct line-management experience leading operational staff and directing external consultant teams.
• Trade Show Operations Expertise: floor plan strategy, facility management, security protocols, building management, electrical/IT utilities and GSC management.
• Data & Analytics Capabilities: event-wide data analysis, performance metrics and dashboard reporting; synthesize complex event data for executive decisions.
• Housing & Sponsorship Operational Knowledge: understanding of housing management and sponsorship fulfillment operations.
• Technical & Communication Skills: familiarity with event tech stacks (AMS, floor plan software, mobile apps). Smartsheet is a plus.

Responsibilities

• Perform tactical, day-to-day operational execution as the primary operational engine and escalation point across all portfolio events.
• Provide direct leadership, coaching and management for the Managers, setting operational standards and accountability.
• Direct and oversee external consultants and contractors across attendee services, trade show operations, technology and venue logistics to ensure delivery and SLA compliance.
• Lead SOP implementation, maintenance and optimization across all event operations to drive efficiency and consistency.
• Drive floor plan and Exhibit Services strategy, coordinating with the Manager, Exhibit Services.
• Lead future-year floor plan development, hall design and space allocation concurrently while live operations run for current year.
• Supervise day-to-day event logistics and production execution including security, building management, space assignment and moves.
• Direct event-wide branding placement, signage and sponsor integrations across venues.
• Provide agile, hands-on operational troubleshooting across all events to address venue, tech or vendor challenges.
• Oversee housing program at policy and strategic program level.
• Oversee end-to-end attendee and exhibitor services including registration strategy, show flow logistics, housing integrations and customer service standards.
• Provide oversight ensuring sponsor assets are tracked and delivered.
• Lead data analysis, dashboards and performance analytics to deliver actionable insights to senior leadership.
• Guide tech-stack strategy and system review to enhance digital performance.

Skills

Leadership

Team management

Operational troubleshooting

Data analysis

Communication

Event technology

Education

Bachelor's degree

Tools

AMS

Floor plan software

Mobile apps

Smartsheet

Job description

Summary

The Director, Attendee & Exhibitor Services serves as the dedicated operational leadership layer for the Meeting and Event Services department, with primary responsibility for IPW while providing support across the broader event portfolio as needed. This role leads the tactical, day-to-day operational execution of IPW and provides direct oversight of attendee services, exhibitor services, event logistics, sponsorship fulfillment, housing program strategy and event-wide data and performance reporting. The Director directly supervises the Manager, Exhibit Services; Manager, Attendee Services; and Manager, Sponsorship Fulfillment, while also managing external consultants operating across these functional areas.

Summary

The Director, Attendee & Exhibitor Services serves as the dedicated operational leadership layer for the Meeting and Event Services department, with primary responsibility for IPW while providing support across the broader event portfolio as needed. This role leads the tactical, day-to-day operational execution of IPW and provides direct oversight of attendee services, exhibitor services, event logistics, sponsorship fulfillment, housing program strategy and event-wide data and performance reporting. The Director directly supervises the Manager, Exhibit Services; Manager, Attendee Services; and Manager, Sponsorship Fulfillment, while also managing external consultants operating across these functional areas.

Responsibilities

• Perform tactical, day-to-day operational execution, serving as the primary operational engine and central escalation point across all portfolio events.
• Provide direct leadership, coaching and management for the Manager, Exhibit Services, Manager, Attendee Services and Manager, Sponsorship Fulfillment, setting operational standards and accountability.
• Direct and oversee external consultants and contractors operating within attendee services, trade show operations, technology and venue logistics to ensure seamless delivery and compliance with contract SLAs.
• Lead day-to-day Standard Operating Procedure implementation, maintenance and continuous optimization across all event operations to drive departmental efficiency and consistency.
• Drive high-level floor plan strategy and Exhibit Services strategy, working closely with the Manager, Exhibit Services.
• Lead future-year floor plan development, hall design and space allocation concurrently while live operations are being actively executed for current-year shows.
• Supervise day-to-day event logistics and production execution, including security protocols, building management relations, event/meeting space assignment and move-in/move-out.
• Direct event-wide branding placement, directional and promotional signage and visual sponsor integrations across event venues.
• Provide agile, hands-on operational troubleshooting across all events to immediately address venue, technical or vendor challenges.
• Oversee the housing program at the policy and strategic program level.
• Oversee end-to-end attendee and exhibitor services including registration strategy, show flow logistics, housing integrations and customer service standards.
• Provide direct oversight ensuring all contracted sponsor assets, signage, branding and digital inclusions are accurately tracked and flawlessly delivered.
• Lead oversight of event-wide data analysis, reporting dashboards and trade show performance analytics to deliver clear, actionable business insights to senior leadership.
• Guide tech-stack strategy and system review from an operational support level (e.g., event platforms, mobile apps, floor plan software, registration systems) to continuously enhance digital performance.

Key Attributes

• Demonstrated ability to manage complex, multi-track event operations simultaneously across large-scale trade shows and conferences.
• Strong leadership and team management skills; experience supervising managers and external consultants.
• Excellent problem-solving and operational troubleshooting skills with the ability to make sound decisions under pressure.
• Proficiency in event technology platforms, registration systems and data/reporting tools.
• Strong analytical skills; ability to synthesize event data and translate insights into actionable recommendations.
• Exceptional organizational skills and attention to detail without losing sight of the big picture.
• Effective communicator—verbal and written—with the ability to present complex operational information to senior leadership.
• High level of integrity, dependability and a strong sense of urgency for delivering quality work on time.
• Collaborative and relationship-oriented; able to build credibility with internal stakeholders, vendors and external partners.

Education, Experience & Skills

• Education & Experience: Bachelor's degree required. 8-10+ years of progressive experience in trade show operations, event logistics and operational project management within a major non-profit, trade association or event organization.
• Supervisory Leadership: 3-5+ years of direct line-management experience leading operational staff and directing external consultant teams.
• Trade Show Operations Expertise: Proven expertise in floor plan strategy, facility management, security protocols, building management, electrical/IT utilities and GSC management.
• Data & Analytics Capabilities: Demonstrated competence in event-wide data analysis, performance metrics and dashboard reporting. Ability to synthesize complex event data for executive decision-making.
• Housing & Sponsorship Operational Knowledge: Strong understanding of program-level housing management (attrition, block strategies) and sponsorship fulfillment operations.
• Technical & Communication Skills: Familiarity with event technology stacks (AMS, floor plan software, mobile apps). Smartsheet is a plus. Exceptional problem-solving skills, composure under pressure and outstanding written/verbal communication.
• Supervisory Responsibility: Manager, Exhibit Services, Manager, Attendee Services and Manager, Sponsorship Fulfillment.

Other

• Position based in Washington, D.C. U.S. Travel staff work in the office Tuesdays, Wednesdays and Thursdays with the option to work remotely on Mondays and Fridays.
• Salary: $125K - $135K with bonus potential.
• Travel Requirements: Moderate travel required, including on-site operational leadership at major events (IPW, ESTO) and planning site visits.
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits

• Comprehensive healthcare package with fertility coverage
• Generous paid leave including family leave
• Routine staff functions and opportunities for social connection
• Transportation and cell phone benefits
• Robust wellness initiatives and Employee Assistance Plan (EAP)
• Education and professional development assistance