Senior Director, Client Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the complete member support operation encompassing Lodging, Flights, Cars, and Engine X.

• Lead the Customer Advocacy Team and design the Elevate program for our most valued customers.

• Own and consistently enhance support performance across four verticals, focusing on metrics such as CSAT, SLA, CRI rate, AHT, CPH, and contact rate.

• Direct a senior management team across various verticals and shifts, ensuring 24/7 coverage.

• Act as the escalation owner for P1 incidents and high-severity customer scenarios.

• Manage Engine X support related to card failures, spend management inquiries, application assistance, billing disputes, and KYC/KYB escalations.

• Collaborate with Product and Engineering teams on tooling, automation, and platform enhancements.

• Establish standards for the Customer Advocacy Team, including escalation SLAs, QA accuracy, and retention outcomes.

• Develop playbooks, escalation protocols, and account-specific strategies for churn prevention.

• Oversee performance and commercial relationships with BPO partners.

• Ensure vendors adhere to Engine’s quality standards and manage performance escalations.

• Work alongside the OpEx Vendor Manager on contracts, rate structures, and headcount transitions.

• Review case transcripts and call recordings, assist with escalations, pressure-test SOPs, and conduct P1 incident post-mortems.

• Create feedback loops from QA to coaching, SOPs, and retraining.

⛳️ Requirements

• A minimum of 12 years in customer operations, contact center leadership, or travel support, with at least 5 years in a director-level position or higher.

• Demonstrated experience managing a US-based contact center operation with full P&L or cost accountability.

• Hands-on experience in BPO management, including vendor selection, performance management, commercial negotiations, and transitions.

• Preferred background in travel, hospitality, fintech, or complex booking and transaction environments.

• Familiarity with Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems.

• Experience supporting financial products is a significant advantage.

• Proven track record in building or scaling a premium or tiered support offering is a strong plus.

• Strong analytical skills with the ability to convert metrics into actionable operational decisions.

• Experience implementing Lean, Six Sigma, or similar process improvement frameworks.

• Extensive contact center operations experience in the US.

• Proven capability in managing 24/7 shift structures, including overnight and weekend coverage, SLAs, quality, and workforce management.

• Experience managing BPO partnerships at a significant scale.

🏝️ Benefits

• Competitive base salary aligned with role and experience.

• Opportunities for bonuses, commissions, and equity.

• Comprehensive benefits package (full list available at engine.com/culture).

• Hybrid-hub model offering office-based or fully remote work environments based on role.

• A work environment and resources tailored to foster success.