Director of Meetings and Events

Director of Operations, Meetings & Events

Summary/Objective

The Director of Operations, Meetings & Events is a key leadership role responsible for the strategic planning, operational excellence, and financial performance of the Meetings & Events division. This leader will ensure the seamless execution of all client programs—from corporate meetings to incentive trips and group travel—while driving process improvements, managing a high-performing team, and optimizing workload to maximize profitability and client satisfaction within the Travel Management Company (TMC) framework.

 Key Responsibilities

1. Leadership, Workload Management, and Team Development

• Serve as the central point of assignment for all incoming client events and meeting requests.
• Strategically assign events to planners based on complexity, required expertise (e.g., incentive travel, conference logistics), client relationship history, and current team bandwidth.
• Develop and utilize a comprehensive workload management system to track team capacity, deadlines, budget compliance, and status for all active and pipeline programs.
• Proactively identify potential bottlenecks or resource constraints and implement reallocation strategies to prevent service disruption or employee burnout.
• Recruit, onboard, train, mentor, and lead a high-performing team of Meetings & Event Planners 
• Conduct regular one-on-one meetings, set clear Key Performance Indicators (KPIs), and define professional development pathways.
• Instill a culture of accountability, urgency, and excellence in client service and operational execution.

2. Operations and Service Excellence

• Oversee all operational workflows for the planning and on-site execution of client events globally, ensuring quality and consistency.
• Develop, implement, and enforce Standard Operating Procedures (SOPs) for contract management, risk mitigation, financial reconciliation, and technology use.
• Lead the end-to-end event logistics management, including venue sourcing, contract negotiation, vendor management (catering, AV, transportation), and meeting technology including registration.
• Ensure all programs adhere to client travel policies, budgetary constraints, and robust risk management protocols.
• Act as a point of escalation for complex operational issues, on-site crises, or high-profile client concerns, driving swift and effective resolution.

3. Financial Management and Profitability

• Work closely with the VP of M&E to manage the departmental P&L, including liaising with Finance to develop annual budgets, track expenses, and manage revenue forecasts.

• Implement strategies to maximize program profitability by improving process efficiencies, optimizing vendor spend, and ensuring accurate invoicing and budget reconciliation.
• Negotiate favorable terms and contracts with hotel chains, airlines, ground transport providers, and other key event vendors.
• Monitor team utilization rates and manage the deployment of freelance or temporary support efficiently.

4. Technology and Process Improvement

• Evaluate, implement, and optimize event management technology (e.g., Cvent, registration platforms, mobile apps) to streamline workflows and enhance the attendee experience.
• Stay current on industry trends and technology in meetings, events, and group travel to maintain a competitive advantage.
• Lead initiatives to digitalize and automate manual operational tasks and improve data reporting capabilities.

 Required Qualifications and Skills

• Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field. CMP (Certified Meeting Professional) or CMM (Certificate in Meeting Management) strongly preferred.
• Experience: Minimum of 7-10 years of progressive experience in Meetings & Events operations, with at least 3-5 years in a leadership/Director role, preferably within a Travel Management Company (TMC) or Destination Management Company (DMC).
• In-depth knowledge of group air travel logistics and booking systems is essential.
• Expert contract negotiation skills with hotels, venues, and vendors.
• Demonstrated experience managing a significant budget and achieving profit targets (P&L responsibility).
• Exceptional leadership, strategic thinking, and complex problem-solving abilities.
• Must be proficient with event technology platforms (e.g., Cvent) and Microsoft Office Suite.
• Ability to travel frequently (approximately 25-40%), including evenings and weekends, to support major events and conduct site inspections.