Senior Director, Client Operations
New
E
EngineTravel Tech, Fintech
Remote - USFull-TimeDirector
Salary$192,185 — $266,000 USD
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Job Details
- Experience
- 12+ years in customer operations, contact center leadership, or travel support — with at least 5 years at the director level or above
- Required Skills
- Data Analysis
Requirements
- 12+ years in customer operations, contact center leadership, or travel support.
- At least 5 years of experience 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, and commercial negotiations.
- Strong analytical instincts with experience in metrics-driven operational decision-making.
- Experience in travel, hospitality, fintech, or high-complexity booking and transaction environments.
- Familiarity with modern support tooling such as Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems.
- Proven track record of building, scaling, and developing high-performing teams and leaders.
- Experience implementing process improvement frameworks such as Lean or Six Sigma.
Responsibilities
- 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.
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