About Engine
At Engine, we’re transforming business travel into something personalized, rewarding, and simple. For too long, managing travel and spend has been overwhelming and fragmented — we’re here to change that. We believe the future of travel should be seamless and powered by technology that delights customers at every step. That’s why we’re building a platform that brings together corporate travel, a powerful charge card, and modern spend management in one place.
To make this vision real, we’re looking for exceptional, mission-driven people to help redefine how businesses manage and experience travel.
More than 20,000 companies already rely on Engine to support over 1 million travelers and billions in annual bookings each year. Cash flow positive with rapid growth, we pair exclusive Engine-only rates, industry-leading rewards, and intelligent automation to help businesses save money while delivering world-class personalization and convenience.
Backed by Telescope Partners, Blackstone, and Permira, Engine has been recognized as one of the fastest-growing travel and fintech platforms in North America, with honors including the Deloitte Fast 500 and Built In’s Best Places to Work.
Role Overview
The Sr Manager of Business Insights is a senior individual contributor responsible for transforming Client Operations data into executive-level insights that drive automation, cost efficiency, and customer experience improvements. This role partners closely with senior leaders across Client Ops, Product, Technology, Finance, and Supply to identify systemic friction, quantify impact, and influence strategic decisions at scale.
Strategic Business Insights
Voice of the Support & Contact Insights
- Own end-to-end analysis of customer contact and interaction trends across Lodging, Rental Cars, Flights, and Supplier workflows.
- Surface systemic customer pain points, repeat-contact drivers, and friction patterns, translating them into clear, prioritized, and quantified insights.
- Lead the evolution of Business Insights and Contact Driver analytics, with a focus on enabling automation and self-service opportunities.
Data-Driven Strategy & Continuous Improvement
- Partner with the VP Customer Experience & Operations and senior Client Ops leadership to shape strategic initiatives using KPI-driven analysis and ROI-based recommendations.
- Identify and quantify opportunities to reduce cost to serve, improve resolution quality, and increase automation adoption.
- Perform root-cause analysis on shifts in customer experience, volume, and operational performance, connecting data signals to business outcomes.
Forecasting, Trend Analysis & Automation Enablement
- Forecast contact volume, automation impact, and demand shifts to inform investment and roadmap decisions.
- Define and measure automation success metrics, including containment, deflection, AI vs human-handled work, and downstream CX impact.
- Partner with OPeX, Product and Technology teams to evaluate automation pilots and ensure insights drive iteration, scaling, and prioritization decisions.
Cross-Functional Strategic Partnership
- Serve as a strategic thought partner to leaders across Client Ops, Product, Technology, Finance, and Supply.
- Ensure customer friction and operational complexity are quantified, prioritized, and tied to business impact.
- Bring a balanced perspective on CX, cost, and risk to executive-level discussions.
Executive Analysis & Strategic Influence
- Deliver executive-ready analysis, narratives, and recommendations that influence long-term customer experience, automation strategy, and cost efficiency.
- Own strategic analytics frameworks that provide clarity and alignment for senior leadership decision-making.
- Translate complex datasets into clear stories that support tradeoff decisions and investment prioritization.
What You’ll Bring to Engine
- BA/BS degree required; advanced degree a plus.
- 10+ years of experience in business intelligence, analytics, operations strategy, or management consulting (tech, travel, hospitality, or customer ops preferred).
- Deep expertise in contact center analytics, Lean Six Sigma, and customer experience measurement.
- Proven ability to influence senior stakeholders through data-backed insights and clear ROI narratives.
- Advanced proficiency in Excel, SQL, and presentation tools; strong experience with BI platforms (Looker, Tableau, or similar).
- Strong strategic prioritization and project management skills across complex, cross-functional initiatives.
- Exceptional analytical rigor, attention to detail, and executive-level storytelling capability.
- Ability to operate effectively as a senior individual contributor, balancing strategic vision with hands-on analytical execution.
Bonus Points
- Experience in hospitality, travel, or tech-enabled service industries.
- Background in Lean Six Sigma, process improvement, or operational excellence.
- Experience measuring and scaling automation, AI, or self-service programs.
- Track record of building or maturing Voice of the Customer or Contact Driver analytics at scale.
- Experience working with or influencing data pipelines and ETL processes.
- Familiarity with tools such as Asana, Confluence, or Jira.
The Engine Edge: Perks & Compensation
We believe in rewarding great work with great benefits:
- Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
- Benefits: Check out our full list at engine.com/culture.
- Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we’ll make sure you have what you need to succeed.
Perks and benefits may vary based on employment type, location, and more.
Ready to Build the Future of Work Travel?
Join us on our mission to transform how work travel works—for businesses, for travelers, and for the industry. Apply now and let’s make travel simpler, smarter, and more enjoyable—together.
