Senior Director, Client Operations

Responsibilities

• Support: Lodging, Flights, Cars & Engine X 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…
• 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
• Be the escalation owner for P1 incidents and high-severity customer situations, you are reachable and decisive when it matters
• 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
• Customer Advocacy Team The CAT 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

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