Sr Manager, Business Intelligence and Reporting

Engine

9d

About The Position

At Engine, we’re revolutionizing work travel. Our modern travel platform isn’t just about booking trips; it’s about transforming how businesses and their teams experience travel. From seamless booking options with top airlines, hotels, and car rental providers to single-invoice billing and flexible trip modifications, we make travel not only easier to manage but also enjoyable. Backed by powerhouse investors like Telescope Partners, Blackstone, Elefund, and Permira, we’re growing fast—and we want you to be part of it. Your Mission: The Engine team is looking for a Sr. Manager, Business Intelligence & Reporting to lead how Client Operations measures, interprets, and acts on customer and support trends across our Lodging, Rental Car, and Flight verticals. This leader will operate as an individual contributor with the support of a centralized team of two analysts within Client Ops, providing coaching, direction, and oversight to ensure high-quality reporting and analysis at both the strategic and operational levels. This is a highly visible role that will be trusted to deliver executive-ready analysis, reporting, and recommendations that shape our customer experience, drive operational performance, and strengthen business strategy.

Requirements

• BA/BS degree required; advanced degree a plus.
• 8+ years of experience in business intelligence, analytics, or operations strategy (consulting, tech, finance, or customer operations preferred).
• 2+ years of people leadership experience, with a proven ability to coach, mentor, and manage analysts or BI team members.
• Strong knowledge of contact center KPIs, VOC programs, and customer experience analytics, ideally in hospitality, travel, or tech-enabled service industries.
• Proven ability to simplify complex data into strategic insights with clear ROI implications and communicate effectively with senior leadership.
• Advanced proficiency in Excel, SQL, Slides; strong experience with BI tools (Looker, Tableau, or similar).
• Strong project management skills with the ability to prioritize initiatives, manage cross-functional stakeholders, and deliver results on time.
• Highest standards of accuracy, precision, and analytical rigor, paired with executive-level storytelling and presentation skills.
• Capacity to balance strategic thinking with operational execution, ensuring both big-picture insights and day-to-day reporting needs are met.

Nice To Haves

• Experience in hospitality, travel, or tech-enabled service industries.
• Lean Six Sigma or process improvement background.
• Experience with project management tools (Asana, Confluence, Jira).
• Track record of building or scaling a Voice of the Customer or Contact Driver analytics program.
• Experience building data pipelines / ETL

Responsibilities

• Strategic Business Intelligence & Insights
• Client Ops Voice of the Customer & Contact Insights: Own reporting and analysis of support contact trends (Lodging, Rental Cars, Flights, Suppliers), surfacing customer pain points and elevating them into actionable insights.
• Data-Driven Strategy: Partner with the Director of Service Delivery & Strategy to shape Client Ops initiatives using KPIs, trend analysis, and ROI-driven recommendations.
• Forecasting & Trend Analysis: Monitor customer experience and operational KPIs, uncovering root causes for shifts in volume, contact drivers, or customer satisfaction.
• Cross Functional Partnership: Partner closely with leadership across Client Ops, Product, Technology, Finance, and Supply to ensure customer friction points are quantified, prioritized, and acted upon.
• Strategic Reporting & Analytics Frameworks: Own the reporting and analytics framework that informs strategic decisions, drives clarity, and strengthens accountability across the organization.
• Executive Analysis & Strategic Influence: Deliver executive-ready analysis and narratives that influence long-term customer experience, operational efficiency, and cost strategies.
• People Leadership: Lead and mentor two analysts within Client Ops, setting priorities, coaching on best practices, and elevating the function’s overall impact.
• Operational Reporting & Performance Enablement
• Ensure Client Operations teams have strong reporting infrastructure to track and manage performance daily, weekly, and monthly.
• Oversee the production and accuracy of core reporting on agent performance and operational health, empowering team leads and managers to act quickly on risks and opportunities.
• Champion data accessibility, accuracy, and usability, ensuring reporting serves both day-to-day needs and long-term strategic planning (e.g. AI & human handled reporting).
• Support frontline and operational leaders with actionable insights that improve decision-making, drive accountability, and sustain consistent execution across multiple contact types and verticals.
• Partner with Finance and Data teams to ensure Client Ops reporting maintains high data quality, reliability, and standardization across tools and dashboards.

Benefits

• Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
• Benefits: Check out our full list at engine.com/culture.
• Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we’ll make sure you have what you need to succeed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees