Manager, MICE Operations

Overview

At ALTOUR, we believe people are the driving force behind every meaningful connection - our clients’ and our own. With more than 1,000 team members and a presence in over 80 countries, we are a globally recognized leader in corporate travel management and a proud division of Internova Travel Group, the highest-ranking American corporate travel management company (Business Travel News). 

Our mission is to manage the complexities of connecting people so they can represent their brands in the most impactful way possible. That same philosophy shapes our workplace culture, one that evolves, improves, and empowers our people to grow and thrive. 

We embrace innovation and leading-edge technology to create smarter, faster, and more tailored solutions - not just for our clients, but for each other. At ALTOUR, you’ll be part of a collaborative, forward-thinking environment where your voice matters and your success is a shared journey. Click here for more information about Altour. 

Responsibilities

Altour Meetings & Events is a multi-award winning global meetings and events company delivering innovative and powerful experiences for the world’s biggest brands. We are the meetings and events division of ALTOUR, an Internova Travel Group company. Our parent company, Internova Travel Group, is one of the largest travel services companies in the world.

The Manager, US Operations plays a pivotal leadership role, directly influencing the strategic direction and operational efficiency of the Sourcing and/or Meeting Planning teams. This role involves developing high-level strategies to ensure our process is ever-evolving to meet the needs of our global customers. The role is responsible for overseeing the day-to-day operational functions of the Sourcing and/or Meeting Planning teams, ensuring that all events are executed flawlessly and in alignment with company standards and client expectations. This role involves managing a team of meeting planners, coordinators, and procurement specialists, and requires strong leadership, organizational, and communication skills. The ideal candidate will have a strong background in operations, excellent interpersonal skills, and a passion for leading teams and delighting clients.

Leadership

• Act as a key strategic partner in shaping the direction of the US Operations team to align with our long-term goals and objectives.
• Lead initiatives to enhance operational processes, increase efficiencies, and implement best practices that contribute to the growth and profitability of the business.
• Identify emerging trends and innovations within the meetings and events industry, recommending and integrating cutting-edge solutions that will enhance service offerings and client satisfaction.

People Management:

• Lead, mentor, and develop a high-performing operations team, fostering a collaborative and positive work environment.
• Oversee recruitment, onboarding, and training of new team members Work with HR to address and resolve employee conflicts and issues promptly and effectively.

Client Relationship Management:

• Work closely with the team to build and maintain strong relationships with key client contacts and event owners.

• Serve as an escalation point of contact for clients, ensuring their needs and expectations are exceeded.
• Address client concerns and issues promptly, working to resolve any challenges that may arise during the event planning and execution process.
• Collaborate with account management teams to identify opportunities to enhance client satisfaction and account profitability.
• Proactively identify opportunities to improve client satisfaction and deliver value-added services.

Operational Excellence:

• Oversee the sourcing and/or planning and execution of meetings and events, ensuring projects are completed on time, within scope, and budget.
• Work to develop and implement operational policies and procedures to streamline processes and improve service delivery.
• Monitor and analyze operational performance metrics to identify areas for improvement.
• Ensure compliance with all relevant regulations, industry standards, and company policies.

Financial and Budgetary Oversight

• Assist in the management of financials and budgets related to event operations, ensuring that all projects meet or exceed departmental and client goals.
• Ensure accuracy in invoicing and financial reporting, closing out projects in accordance with defined timelines and procedures.
• Audit financial records on a monthly and quarterly basis.
• Manager, MICE Operations – Sourcing team:
• Lead and support the sourcing team in developing supplier strategies and negotiating favorable pricing, contract terms, and agreements that drive cost savings and deliver business value.
• Manager, MICE Operations – Planning team:
• Manage and maintain the on-site travel director database and lead the contracting process to ensure accurate records, compliance, and effective resource planning.

Reporting and Analysis

• Collaborate to prepare and present regular reports on operational performance, event metrics, and client satisfaction.
• Analyze data to identify trends, challenges, and opportunities for improvement within the operations team.

• Provide insights and recommendations to senior leadership based on data-driven analysis of event outcomes and operational performance.
• Conduct regular 1:1’s and annual performance reviews, provide constructive feedback, and implement professional development plans to enhance team capabilities.
• Manage team schedules, workloads, and resources to optimize efficiency and productivity
• Provide insights and recommendations to senior leadership based on data-driven analysis of event outcomes and operational performance.

Qualifications

• Bachelor’s Degree or equivalent experience in Meetings & Events.
• Minimum of ten years experience in venue sourcing/contracting and/or meeting planning; at least 2 of which as a people leader.
• Certified Meeting Professional (CMP) certification preferred.
• Strong skills in building and maintaining client relationships.
• Excellent ability to manage multiple tasks, prioritize, and ensure deadlines are met.
• Strong analytical skills to identify issues and implement effective solutions.
• Excellent verbal and written communication skills.
• Proven track record of managing vendor relationships.
• Familiarity with Salesforce and Smartsheet are required.
• Solutions-based attitude with an aptitude for innovation
• Ability to travel up to 25% of time

PAY AND BENEFITS

Our benefit offerings include choice of two medical plans and two dental plans, vision insurance, flexible spending accounts (FSAs), company-paid life insurance and AD&D, optional additional life insurance and AD&D, disability insurance, paid parental leave, paid time off, 401k Plan with company match, discounted employee travel options, access to LinkedIn Learning webinars and courses. Discounted pet insurance and auto, home, & renters insurance.

The salary range on this job posting/advertising has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas.  Many factors, such as years of experience, geographical location, budget etc. are considered when determining the starting rate of pay.  The salary range posted represents the pay range for U.S. candidates.  If the job posting indicates that the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working.

This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.

Internova Travel Group is an Equal Opportunity Employer. We make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class.

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