Director, Global Conference Experience & Excellence

Gartner; Dolphin Cove (CT); Hybrid; USD 107,000 - 161,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

Gartner seeks a Director, GCC Customer Excellence & Experience to align GCC with the conferences business model and drive flawless execution of world-class experiences globally. You will shape strategies, guide cross-functional teams, and build a direct team over time to elevate attendee satisfaction and business outcomes.

You will manage change, foster innovation, and ensure scalable delivery across complex events while focusing on customer experience, KPIs, and partnership building with

Qualifications

• Bachelor's degree with focus on project management and/or events management preferred.
• 10+ years of experience in event management, project management, operations, or related fields.
• Proven expertise in project management, attention to detail, and change management.
• Demonstrated focus on customer experience and operational excellence.
• Experience leading cross-functional teams and indirect influence.
• Strong innovation, stakeholder engagement, and collaboration skills.
• Exceptional communication, process documentation, and information discovery abilities.
• Experience with process improvement methodologies (Lean, Agile, etc.).
• Experience overseeing complex operations or events and travel up to 20%.

Responsibilities

• Align GCC initiatives with existing conference business processes, identifying gaps and opportunities for improvement.
• Develop and implement plans to resolve process, system, and operational inefficiencies, ensuring scalable and sustainable integration.
• Elevate the look and feel of GCC events, collaborating with design, operations, and stakeholder teams.
• Drive resource allocation and spend toward activities that maximize attendee satisfaction, NPS, revenue, and retention.
• Lead change management efforts to embed GCC best practices into the wider conferences portfolio.
• Champion customer experience, ensuring GCC events consistently deliver value and excellence.
• Facilitate information discovery, documentation, and dissemination of new processes and standards across teams.
• Build partnerships with internal stakeholders, vendors, and cross-functional teams for alignment.
• Establish and track KPIs related to efficiency, scalability, attendee satisfaction, and outcomes.
• Develop and lead the experience strategy, operating framework and partnerships for conference delivery teams.

Skills

Project management

Operations leadership

Cross-functional leadership

Change management

Stakeholder engagement

Customer experience

Communication

Process improvement

Education

Bachelor's degree in project management or events management

Tools

Lean

Agile

Job description

Gartner seeks a Director, GCC Customer Excellence & Experience to align GCC with the conferences business model and drive flawless execution of world-class experiences globally. You will shape strategies, guide cross-functional teams, and build a direct team over time to elevate attendee satisfaction and business outcomes.

You will manage change, foster innovation, and ensure scalable delivery across complex events while focusing on customer experience, KPIs, and partnership building with