Senior Director, Client Operations

Engine

11d • $192,185 - $266,000

About The Position

Engine is hiring a Senior Director, Client Operations to lead its member support operation across Lodging, Flights, Cars, and Engine X. The role has full operational and strategic accountability for service levels, quality, customer satisfaction, and cost efficiency across these integrated support functions. It leads senior managers across verticals and shifts, including 24/7 weekday, weekend, and after-hours coverage, and serves as the escalation owner for P1 incidents and other high-severity customer situations.

The position also owns Engine's Customer Advocacy Team (CAT), which handles complex, high-stakes, and retention-critical situations across Travel and Engine X. The Senior Director sets the team's standards and outcomes, leads service recovery, owns escalation SLAs, QA accuracy, and retention outcomes, and develops escalation playbooks and account-specific strategies. The role also manages the performance and commercial relationships with BPO partners, working with the OpEx Vendor Manager on contracts, rate structures, and headcount transitions.

As a hands-on player/coach, this leader is expected to engage directly in cases, escalations, agent support, operational reviews, and incident post-mortems as well as lead teams and present to executives. The role partners with Product and Engineering to improve tooling, automation, and platform capabilities, and applies data and continuous-improvement practices to strengthen service and reduce avoidable contacts.

Requirements

• 12+ years in customer operations, contact center leadership, or travel support.
• At least 5 years at 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, including vendor selection, performance management, commercial negotiations, and transitions.
• Experience implementing process-improvement frameworks such as Lean, Six Sigma, or equivalent.
• Strong analytical skills and ability to translate operational data into decisions.
• Experience with modern support tooling, including Salesforce Service Cloud, workforce management platforms, AI-assisted support, and quality management systems.
• Ability to lead 24/7 operations, manage shift structures, and address overnight and weekend coverage needs.
• Customer-focused operating approach, including engagement with case transcripts, call recordings, and customer friction points.
• Hands-on leadership and experience with escalations, agent support, SOP review, and incident post-mortems.
• Ability to set high service standards, measure progress, provide direct feedback, and develop leaders.

Nice To Haves

• Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment.
• Experience supporting financial products such as corporate cards, expense management, billing operations, or payments.
• Experience building or scaling a premium or tiered support offering.

Responsibilities

• Own and continuously improve support performance across Lodging, Flights, Cars, and Engine X, including CSAT, SLA, CRI rate, AHT, CPH, and contact rate.
• Lead a senior management team across support verticals and shifts, maintaining 24/7 weekday, weekend, and after-hours coverage.
• Serve as the escalation owner for P1 incidents and high-severity customer situations.
• Own Engine X support end-to-end, including card failures, spend management inquiries, application support, billing disputes, and KYC/KYB escalations.
• Partner with Product and Engineering on tooling, automation, and platform improvements that reduce avoidable contacts and improve agent capability.
• Lead the Customer Advocacy Team and set standards for exceptional service recovery.
• Own CAT escalation SLAs, QA accuracy, and retention outcomes.
• Develop playbooks, escalation protocols, and account-specific strategies to reduce churn among high-value customers.
• Own BPO partner performance and commercial relationships across Travel Support and Engine X.
• Hold vendors to Engine's quality standards and escalate performance issues when needed.
• Partner with the OpEx Vendor Manager on vendor contracts, rate structures, and headcount transitions.
• Engage directly in support work, including reviewing escalations, working with agents, pressure-testing SOPs, and conducting P1 post-mortems.
• Use data and continuous-improvement methods to identify problems, improve processes, and build feedback loops across QA, coaching, SOPs, and retraining.
• Develop and coach leaders and team members.
• Present operational performance and plans to leadership and executive teams.

Benefits

• Competitive base pay based on role and experience.
• Equity for all employees.
• Some roles may include bonuses or commissions; this role's complete compensation package will be shared during the recruiting process.
• Benefits are available, with details provided on Engine's benefits page; offerings may vary by employment type, location, and other factors.
• Hybrid-hub model, with office-based or fully remote environments depending on role needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed