Senior Director, Client Operations

Job not on LinkedIn

🕒 August 27

🇺🇸 United States – Remote

💵 $192.2k - $266k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 18%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hotel Engine

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

🏨 Hospitality

📦 Logistics

🛍️ eCommerce

💰 $65M Series B on 2021-12

Hospitality • Logistics • eCommerce

Hotel Engine is a powerful platform that simplifies business travel by allowing companies to easily book, manage, and save on travel needs. The platform offers access to over 750,000 hotels globally, enabling seamless reservations for various group sizes, from small teams to large corporate events. With features like centralized reporting, flexible payment options, and dedicated support, Hotel Engine aims to streamline the travel experience for both organizations and individual travelers, ensuring significant savings in time and money.

📋 Description

• Own the full member support operation across Lodging, Flights, Cars, and Engine X • Own and continuously improve support performance across CSAT, SLA, CRI rate, AHT, CPH, and contact rate • Lead a senior management team across verticals and shifts, including 24/7 weekday, weekend, and after-hours coverage • Serve as escalation owner for P1 incidents and high-severity customer situations • Own Engine X support for card failures, spend management inquiries, application support, billing disputes, and KYC/KYB escalations • Partner with Product and Engineering on tooling, automation, and platform improvements • Lead the Customer Advocacy Team and set service-recovery standards • Own escalation SLAs, QA accuracy, and retention outcomes • Build playbooks, escalation protocols, and account-specific retention strategies • Own performance and commercial relationships with BPO partners • Hold vendors to Engine quality standards • Partner with the OpEx Vendor Manager on contracts, rate structures, and headcount transitions • Model hands-on player/coach leadership through case reviews, escalations, SOP testing, and P1 post-mortems

🎯 Requirements

• 12+ years in customer operations, contact center leadership, or travel support • 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, including vendor selection, performance management, commercial negotiations, and transitions • Experience in travel, hospitality, fintech, or a high-complexity booking and transaction environment strongly preferred • Familiarity with Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems • Experience supporting financial products such as 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 and ability to translate metrics into operational decisions • Experience implementing process improvement frameworks such as Lean, Six Sigma, or equivalent

🏖️ Benefits

• Competitive base pay tied to role and experience • Equity for all employees • Some roles are also eligible for bonuses or commissions • Hybrid-hub model with office-based or fully remote work environments • Benefits package; full list provided at engine.com/culture