Engine
Senior Director, Client Operations
$192K–$266K
Remote - US · Remote · Director · Full-time · Posted Aug 27, 2026
- Experience
- 12+ years in customer operations, contact center leadership, or travel support; at least 5 years at director level or above.
About the job
Leads Engine’s integrated travel and spend support operation, Customer Advocacy Team, and BPO partnerships, with accountability for service quality, customer satisfaction, and cost performance.
What you'll do
- Oversee support across Lodging, Flights, Cars, and Engine X, including 24/7 coverage, escalations, service metrics, and operational improvement.
- Lead the Customer Advocacy Team and establish escalation practices, service recovery, and retention outcomes.
- Manage BPO performance and commercial relationships, and partner with Product and Engineering on tooling, automation, and platform improvements.
What they ask for
- 12+ years in customer operations, contact center leadership, or travel support, including at least 5 years at director level or above.
- Experience running a US-based contact center operation with full P&L or cost accountability.
- Hands-on BPO management experience covering vendor selection, performance management, commercial negotiations, and transitions.
- Experience implementing process improvement frameworks (Lean, Six Sigma, or equivalent).
Nice to have
- Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment.
- Experience supporting financial products or building/scaling a premium or tiered support offering.
Pay
$192,185 — $266,000 USD (base salary)
Tools
Salesforce Service Cloud, WFM platforms
AI focus
Partner with Product and Engineering on tooling and automation; familiarity with AI-assisted support is preferred.
Model-written summary · the original posting is authoritative