Director of Client Ops, Group Reservations
Core
Lead end-to-end support for group travel, managing contracts, bookings, and BPO vendor performance to eliminate friction for 38,000+ customers.
Role type
Director of Client Operations (Group Reservations)
Builds
Group travel booking systems, contract management workflows, and BPO operational standards
Domain
Travel Technology / Group Travel Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
BPO vendor management, group travel operations, process improvement (Lean/Six Sigma), team leadership, cross-functional partnership, data-driven performance tracking
Preferred skills
None stated
Technologies
None stated
Responsibilities
Lead and develop Groups Contracts and Groups Bookings teams; act as a player/coach with deep working knowledge of group handling workflows; drive continuous improvement through data and observation; own operational metrics (conversion rates, SLA, QA scores); manage BPO vendor performance and quality standards; serve as senior escalation point for complex group contracts; partner cross-functionally with Sales, Account Management, and Finance
Seniority
Director, hands-on leadership