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Engine · 2 days ago

Sr Manager, Business Insights

Denver, CO

Full-time

Hybrid

Senior Level, Lead/Staff

$140K/yr - $200K/yr

10+ years exp

Engine is transforming business travel into something personalized and simple. The Sr Manager of Business Insights will be responsible for transforming Client Operations data into executive-level insights that drive automation, cost efficiency, and customer experience improvements while partnering with senior leaders across various departments.

Business TravelHospitalityHotelTravel

Responsibilities

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

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

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

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

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

Qualification

Business intelligenceContact center analyticsLean Six SigmaData analysisSQLExcelBI platformsExecutive storytellingProject managementCross-functional collaboration

Required

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

Preferred

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

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.