- Own and continuously improve end-to-end support performance across Lodging, Flights, Cars, and Engine X including CSAT, SLA, CRI rate, AHT, CPH, and contact rate.
- Lead a senior management team across verticals and shifts, ensuring 24/7 coverage.
- Act as the escalation owner for P1 incidents and high-severity customer situations.
- Own the Engine X support motion end-to-end including card failures, spend management inquiries, application support, billing disputes, and KYC/KYB escalations.
- Partner with Product and Engineering to drive tooling, automation, and platform improvements.
- Lead the Customer Advocacy Team to handle complex, high-stakes, and retention-critical situations.
- Own the performance, commercial relationship, and contract management for BPO partners.
- Establish playbooks, escalation protocols, and account-specific strategies for retention.
Data Analysis