Senior Director, Client Operations
Core
Own the full member support operation for Engine's travel platform (Lodging, Flights, Cars, Engine X) and lead the Customer Advocacy Team to set industry-leading service standards.
Role type
Senior Director, Client Operations (Player/Coach)
Builds
Integrated support operation across travel verticals and premium support programs
Domain
Travel Technology / Business Travel / Fintech
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Contact center operations leadership, BPO vendor management, P&L accountability, incident escalation management, process improvement (Lean/Six Sigma), team building, data-driven decision making
Preferred skills
Travel/hospitality/fintech domain expertise, financial product support experience, premium support scaling experience
Technologies
Salesforce Service Cloud, WFM platforms, AI-assisted support tools, quality management systems
Responsibilities
Own end-to-end support performance metrics (CSAT, SLA, CRI, AHT) across all travel verticals; Lead the Customer Advocacy Team for high-stakes escalations; Manage BPO vendor performance and commercial relationships; Partner with Product/Engineering to drive automation and tooling improvements; Build playbooks and strategies to prevent churn for top-tier customers
Seniority
Senior, hands-on IC leadership
