Senior Director, Client Operations

About Engine Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving over 40,000 customers and nearly 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents. That work has earned recognition as one of Fast Company's Best Workplaces for Innovators (2025), TravelTech's Reservation Platform of the Year (2026), and one of Built In's Best Places to Work (2020–2026). We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar. Come outpace the ordinary and build the future of travel with us. The Role Engine is redefining what business travel looks like and the Senior Director, Client Operations is accountable for redefining what best-in-class travel support looks like alongside it. This role owns the full member support operation across Lodging, Flights, Cars, and Engine X, leads the Customer Advocacy Team, and architects the Elevate program that sets the standard for how Engine's highest-value customers experience the platform. This isn't a role for someone who manages from a dashboard. We're looking for a player/coach; a leader who is as comfortable pulling up a case, jumping on a call with a stranded traveler, or diving into EVA containment data as they are running a QBR with their leadership team or presenting to the executive team. You set the standard by modeling it, not just by defining it. At Engine, we don't benchmark against the industry, we make the industry benchmark against us. If your instinct is to hit 90% CSAT because that's what the industry calls good, this isn't the right seat. If your instinct is to ask why we're not at 95% and build the plan to get there, keep reading. What You'll Own Member 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 an integrated support operation you actively shape and lead. • 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