Director, Group Travel Operations & Client Experience

Engine; United States; Hybrid; USD 167,000 - 231,000; Full time

Benefits offered by this job

Equity

Hybrid-hub model

Hybrid/office or remote work

Job summary

Engine seeks a Director of Client Ops, Group Reservations to lead the Groups Contracts and Groups Bookings teams. You’ll own end-to-end group travel support—from contract management to booking execution—driving a seamless customer experience and scalable processes.

You’ll be a hands-on leader, a player/coach, and a relentless problem-solver who uses data to improve performance, partner cross-functionally, and elevate the service standard across the organization.

Qualifications

• 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 with vendor performance management, quality standards, and transitions.
• Track record of driving measurable improvement in team performance, process efficiency, and customer satisfaction.
• Strong people leadership, giving direct feedback and developing talent for high performance.
• Experience operating in fast-paced, high-growth environments with evolving playbooks.
• Strong cross-functional communication with Sales, Account Management, and Finance.

Responsibilities

• Lead and develop the Groups Contracts and Groups Bookings teams.
• Be a player/coach and power user with deep workflow knowledge.
• Drive continuous improvement using data and feedback loops.
• Own and track operational metrics (booking conversion, timing, QA scores, SLA, client satisfaction).
• Manage BPO vendor performance and contracts.
• Serve as senior escalation point for complex group contracts and cross-functional issues.
• Partner with Sales, Account Management, and Finance to ensure program success.
• Contribute to broader Member Support strategy.

Skills

Group travel bookings

Contract management

BPO management

Leadership

Process improvement

Cross-functional communication

Attention to detail

Tools

Travelport

Sabre

Job description

Engine seeks a Director of Client Ops, Group Reservations to lead the Groups Contracts and Groups Bookings teams. You’ll own end-to-end group travel support—from contract management to booking execution—driving a seamless customer experience and scalable processes.

You’ll be a hands-on leader, a player/coach, and a relentless problem-solver who uses data to improve performance, partner cross-functionally, and elevate the service standard across the organization.