Senior Director, Client Operations

About the role

Engine is redefining what business travel looks like and the Senior Director of Travel Support 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.

Responsibilities

• You are the operational and strategic owner of Engine's core travel and spend support function. That means full accountability for service levels, quality, customer satisfaction, and cost efficiency across all four verticals, not as separate teams reporting up to you, but as an integrated support operation you actively shape and lead.
• 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.
• 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.
• The Customer Advocacy Team is Engine's escalation tier for complex, high-stakes, and retention-critical customer situations across Travel and Engine X. You own the function, the standards, and the outcomes.
• 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.
• BPO & Vendor Operations: You've run BPO partnerships before and you know exactly where the leverage points are and where the risk lives. 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.

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.
• 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 — you are comfortable in data, know which metrics matter, and can translate numbers into operational decisions quickly.