Senior Director, Client Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $192.2k - $266k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 1%

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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 • Lead the Customer Advocacy Team and architect the Elevate program for highest-value customers • Own and continuously improve support performance across four verticals, including CSAT, SLA, CRI rate, AHT, CPH, and contact rate • Lead a senior management team across verticals and shifts, including 24/7 coverage • Serve as escalation owner for P1 incidents and high-severity customer situations • Own Engine X support covering card failures, spend management inquiries, application support, billing disputes, and KYC/KYB escalations • Partner with Product and Engineering on tooling, automation, and platform improvements • Set Customer Advocacy Team standards, escalation SLAs, QA accuracy, and retention outcomes • Build playbooks, escalation protocols, and account-specific churn-prevention strategies • Own performance and commercial relationships with BPO partners • Hold vendors to Engine’s quality standards and manage performance escalations • Partner with the OpEx Vendor Manager on contracts, rate structures, and headcount transitions • Review case transcripts and call recordings, support escalations, pressure-test SOPs, and run P1 incident post-mortems • Build feedback loops from QA to coaching, SOPs, and retraining

🎯 Requirements

• 12+ years in customer operations, contact center leadership, or travel support, including at least 5 years at 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 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 Lean, Six Sigma, or equivalent process improvement frameworks • Deep contact center operations experience in the US • Experience managing 24/7 shift structures, overnight and weekend coverage, SLAs, quality, and workforce management • Experience managing BPO partnerships at meaningful scale

🏖️ Benefits

• Competitive base pay tied to role and experience • Opportunities for bonuses, commissions, and equity • Benefits package (full list at engine.com/culture) • Hybrid-hub model with office-based or fully remote environments depending on role • Work environment and resources designed to support success