Member Support Manager — Hybrid-Remote CX & AI Ops

Engine; United States; Hybrid; USD 89,000 - 105,000; Full time

Benefits offered by this job

Equity

Hybrid-hub model

Bonuses/commissions

Job summary

Engine is the AI-native platform for intelligent travel. We’re seeking a hands-on Manager to lead a blended team of internal specialists, temp-to-hire associates, and BPO partners across voice, chat, and email.

You’ll own CSAT, CPH, QA, and adherence, coach to performance, and use AI and analytics tools to boost efficiency. This role requires at least 3+ years of leadership in a contact center and a drive to elevate the customer experience.

Qualifications

• 3+ years of people leadership in a contact center or customer support setting.
• Excellent people leader using relationship, coaching, and retention tools.
• Comfortable with contact center metrics (CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, attrition).
• Hands-on with reports; experience with WFM tools (e.g., Assembled), BI tools (Hex/Looker), and AI assistants is a plus.

Responsibilities

• Be a positive force on the team with a servant leader mindset, helping individuals win while driving projects to completion.
• Provide 1:1 coaching and development for direct reports, including reviews and skill coaching.
• Lead as Engine liaison for an assigned BPO pod to drive performance and accountability.
• Onboard and ramp new hires, track 30/60/90-day goals, and recommend temp-to-hire.
• Own CSAT, CPH, QA, adherence, and SLA; report in Weekly Business Review.

Skills

People leadership

Coaching

Retention tools

Time management

Communication

Tools

Assembled

Hex

Looker

AI assistants

Job description

Engine is the AI-native platform for intelligent travel. We’re seeking a hands-on Manager to lead a blended team of internal specialists, temp-to-hire associates, and BPO partners across voice, chat, and email.

You’ll own CSAT, CPH, QA, and adherence, coach to performance, and use AI and analytics tools to boost efficiency. This role requires at least 3+ years of leadership in a contact center and a drive to elevate the customer experience.