Senior Director, Client Operations

Engine is the all-in-one travel and spend management platform trusted by 38K+ businesses and groups representing 1.8M+ travelers. We're the retailer and the rails of business travel, the fastest-growing company in travel tech, built on a decade of proprietary technology, supply, and pricing no one else can replicate. Other travel and AI companies run on our infrastructure to book real trips, hold rates, and move payments, without building any of it themselves. We built it, AI-forward at every layer, from how travelers book to how the rails run.

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.

Engine is redefining what business travel looks like and the Senior Director of Travel Support 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.

• 12+ years in customer operations, contact center leadership, or travel support — with 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 — 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 modern support tooling — Salesforce Service Cloud, WFM platforms, AI-assisted support, and quality management systems
• Experience supporting financial products — 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 — you are comfortable in data, know which metrics matter, and can translate numbers into operational decisions quickly

Engine is at an inflection point. Gross bookings crossed $2B in annual GBV, Engine X is scaling fast, and the platform serves 33,000+ businesses. The support operation that got us here is good — but the support operation that takes us to the next level needs a different kind of leadership at the top. This role is the person who builds that. You'll have the scope, the resources, the executive support, and the mandate to make Engine's travel and spend support operation genuinely world-class. Not world-class by industry standards. World-class by the standards we set ourselves.

Applications for this role will be accepted through December 28th, 2026 or until the role is filled. We encourage you to apply early, as we may begin reviewing applications before the deadline.