Director, Operations – SMM, Meetings & Events

Role Overview

• Sets the vision for workforce planning and team capability development across the operation.
• Champions a culture of performance, continuous learning, and operational discipline through targeted coaching, competency-building, and leadership development.
• Establishes scalable staffing models, ensuring the right talent is deployed at the right time.
• Oversees workforce planning, variable labor strategies, and productivity metrics that directly influence organizational agility and client success.
• Provides strategic oversight of program economics, shaping financial decision-making through GAAP reviews, budget governance, and analysis of cost structures.
• Drives enterprise profitability by aligning resourcing, labor forecasting, and funding management with organizational objectives.
• Leads financial strategy discussions, translating complex data into insights that inform senior-level decision-making, long-range planning, and operational optimization.
• Leads the development and enhancement of operational frameworks, forecasting models, and delivery methodologies that drive program excellence.
• Shapes program strategy by translating client needs and organizational goals into scalable solutions.
• Partners in proposal development, program design, and long-term strategic initiatives that advance enterprise capabilities.
• Acts as a senior strategic partner to Sales, Client Services, and operational support teams, ensuring unified execution and future-ready program design.
• Cultivates high-trust client relationships through insights, collaboration, and operational leadership.
• Drives growth by leading renewal costings, proposal strategy, and operational readiness for new business.
• Facilitates strategic alignment across departments, strengthens communication channels, and ensures organizational priorities translate into client and business value.

Requirements

• Bachelor degree or equivalent experience required.
• Minimum 5-7 years of experience in Meeting, Events and/or Incentive Travel pre-sale and/or post-sale activities required.
• At least 3 years of proven supervisory and/or leadership experience required.
• Strong financial acumen, including budget governance, forecasting, cost modeling, and data-driven decision-making.
• Strong organization, motivation, and communication skills to manage multiple teams.
• Demonstrated expertise in workforce planning, staffing optimization, and building high-performing teams.
• Strategic thinker with the ability to translate business objectives into scalable operational frameworks and long-term initiatives.
• High degree of adaptability and sound judgment, with the capability to manage competing priorities in a fast-paced, client-driven environment.
• Ability to lead change and foster continuous improvement, including process optimization and productivity enhancement.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid parental leave
• 401k
• Tuition reimbursement
• Paid time off
• Year end holiday closure