[Hiring] Director of Client Ops, Group Reservations @Engine

Role Description

We're looking for a Director of Client Ops, Group Reservations to lead our Groups Contracts and Groups Bookings teams. This is a hands-on leadership role for someone who thrives in the details as much as in the strategy — someone who doesn't just oversee the work but genuinely understands it, can step into it, and uses that proximity to make the team and the customer experience meaningfully better every day.

• Own the end-to-end support experience for group travel, from contract management through booking execution.
• Bring a combination of operational depth, people leadership, and strategic clarity.
• Build the systems, culture, and team capability to eliminate friction in workflows.
• Set high standards for performance and culture across both teams.
• Be a player/coach and power user, maintaining deep knowledge of end-to-end group handling.
• Drive continuous improvement using data and direct observation.
• Own operational metrics and hold the team accountable to measurable outcomes.
• Manage BPO vendor performance and hold external partners to Engine's quality standards.
• Be the senior escalation point for complex group contracts and high-stakes client situations.
• Partner cross-functionally with Sales, Account Management, and Finance.
• Contribute to the broader Member Support strategy.

Qualifications

• Customer obsessed — operationally, not rhetorically.
• A true player/coach who leads by modeling.
• Deep contact center and BPO management experience.
• A continuous improvement practitioner with implemented frameworks.
• Intentional in developing people and building high-performing teams.
• Sets standards and builds toward them with urgency.

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.
• Track record of driving measurable improvement in team performance.
• Strong people leadership skills.
• Experience operating at multiple altitudes.
• Strong cross-functional communication skills.
• High attention to detail and strong operational instincts.
• Experience in a fast-paced, high-growth environment.

Bonus Points

• Experience with GDS platforms (Travelport, Sabre, or similar).
• Background in building or scaling a groups support function.
• 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.

Compensation

Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, all roles receive equity. Depending on the role, total compensation may also include an annual bonus.

• Base Pay Range: $166,855 - $230,900 USD

The Engine Edge: Perks & Compensation

• Competitive base pay tied to role and experience, with equity for all employees.
• Different roles have different needs in terms of environments that drive success, which is why we have a hybrid-hub model.
• Perks and benefits may vary based on employment type, location, and more.