[Hiring] Senior Director, Client Operations @Engine

Role Description

Engine is redefining what business travel looks like and the Senior Director, Client Operations is accountable for redefining what best-in-class travel support looks like alongside it. This role owns the full member support operation across Lodging, Flights, Cars, and Engine X, leads the Customer Advocacy Team, and architects the Elevate program that sets the standard for how Engine's highest-value customers experience the platform.

This isn't a role for someone who manages from a dashboard. We're looking for a player/coach; a leader who is as comfortable pulling up a case, jumping on a call with a stranded traveler, or diving into EVA containment data as they are running a QBR with their leadership team or presenting to the executive team. You set the standard by modeling it, not just by defining it.

At Engine, we don't benchmark against the industry, we make the industry benchmark against us. If your instinct is to hit 90% CSAT because that's what the industry calls good, this isn't the right seat. If your instinct is to ask why we're not at 95% and build the plan to get there, keep reading.

What You'll Own

• Member Support: Lodging, Flights, Cars & Engine X
  • Operational and strategic owner of Engine's core travel and spend support function.
  • Full accountability for service levels, quality, customer satisfaction, and cost efficiency across all four verticals.
  • Continuously improve end-to-end support performance across Lodging, Flights, Cars, and Engine X.
  • Lead a senior management team across verticals and shifts, including 24/7 coverage.
  • Be the escalation owner for P1 incidents and high-severity customer situations.
  • Own the Engine X support motion end-to-end.
  • Partner directly with Product and Engineering to drive tooling, automation, and platform improvements.
• Customer Advocacy Team
  • Own the function, the standards, and the outcomes for the CAT.
  • Lead the CAT team and set the bar for exceptional service recovery.
  • Own escalation SLAs, QA accuracy, and retention outcomes.
  • Build playbooks, escalation protocols, and account-specific strategies.
• BPO & Vendor Operations
  • Own the performance and commercial relationship with Engine's BPO partners.
  • Hold vendors to Engine's quality standards.
  • Partner with the OpEx Vendor Manager to manage contracts and transitions.

Qualifications

• 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.
• Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment strongly preferred.
• Familiarity with modern support tooling — Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems.
• 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.
• Strong analytical instincts — comfortable in data, know which metrics matter, and can translate numbers into operational decisions quickly.

Requirements

• You are customer obsessed, genuinely.
• You have deep contact center DNA.
• You are a player/coach.
• You set standards, you don't chase them.
• You are a continuous improvement practitioner.
• You build leaders, not just teams.

Benefits

• Competitive base pay tied to role and experience, with equity for all employees.
• Some roles are also eligible for bonuses or commissions.
• Different roles have different needs in terms of the environments that drive success.
• Perks and benefits may vary based on employment type, location, and more.

Why This Role, Why Now

Engine is at an inflection point. Gross bookings crossed $2B in annual GBV, Engine X is scaling fast, and the platform serves 33,000+ businesses. The support operation that got us here is good — but the support operation that takes us to the next level needs a different kind of leadership at the top. This role is the person who builds that. You'll have the scope, the resources, the executive support, and the mandate to make Engine's travel and spend support operation genuinely world-class.

Compensation

Our compensation packages are based on several factors, including your experience, expertise, and location. In addition to a competitive base salary, all roles receive equity. Depending on the role, total compensation may also include an annual bonus. Your recruiter will share your complete compensation package as you move through the process.

Base Pay Range: $192,185 - $266,000 USD