Note: The job is a remote job and is open to candidates in USA. Engine is hiring a Senior Director, Client Operations to lead its integrated member support operation across Lodging, Flights, Cars, and Engine X. The role owns service performance, customer advocacy and escalations, and BPO partnerships while driving operational improvement with Product and Engineering.
Responsibilities
- Own and continuously improve end-to-end support performance across Lodging, Flights, Cars, and Engine X: CSAT, SLA, CRI rate, AHT, CPH, and contact rate
- Lead a senior management team across verticals and shifts, including 24/7 coverage across weekday, weekend, and after-hours operations
- Be the escalation owner for P1 incidents and high-severity customer situations, you are reachable and decisive when it matters
- Own the Engine X support motion end-to-end: card failures, spend management inquiries, application support, billing disputes, and KYC/KYB escalations — ensuring Engine X customers receive a support experience that matches the sophistication of the product
- Partner directly with Product and Engineering to drive the tooling, automation, and platform improvements that reduce avoidable contacts and improve agent capability across all four verticals
- Lead the CAT team and set the bar for what exceptional service recovery looks like at Engine
- Own escalation SLAs, QA accuracy, and retention outcomes for the accounts and customers that land in this team
- Build the playbooks, escalation protocols, and account-specific strategies that prevent your best customers from churning
- Own the performance and commercial relationship with Engine's BPO partners across the Travel Support and Engine X verticals
- Hold vendors to Engine's quality standards — not their own — and escalate without hesitation when performance doesn't meet the bar
- Partner with the OpEx Vendor Manager to manage contracts, rate structures, and headcount transitions
Skills
- 12+ years in customer operations, contact center leadership, or travel support — with at least 5 years at the director level or above
- Proven experience running a US-based contact center operation with full P&L or cost accountability
- Hands-on BPO management experience — vendor selection, performance management, commercial negotiations, and transitions
- Familiarity with modern support tooling — Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems
- Strong analytical instincts — you are comfortable in data, know which metrics matter, and can translate numbers into operational decisions quickly
- Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment strongly preferred
- Experience supporting financial products — corporate cards, expense management, billing operations, or payments — is a strong plus
- Experience building or scaling a premium or tiered support offering is a strong plus
Benefits
- Equity for all employees.
- Some roles are also eligible for bonuses or commissions.
- Hybrid-hub model: roles may be office-based or fully remote.
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