Sr Manager, Business Intelligence and Reporting

Sr Manager, Business Intelligence and Reporting

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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.

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.

We're revolutionizing work travel. Our modern travel platform isn't just about booking trips; it's about transforming how businesses and their teams experience travel. From seamless booking options with top airlines, hotels, and car rental providers to single-invoice billing and flexible trip modifications, we make travel not only easier to manage but also enjoyable.

The Engine team is looking for a Sr. Manager, Business Intelligence & Reporting to lead how Client Operations measures, interprets, and acts on customer and support trends across our Lodging, Rental Car, and Flight verticals. This leader will operate as an individual contributor with the support of a centralized team of two analysts within Client Ops, providing coaching, direction, and oversight to ensure high-quality reporting and analysis at both the strategic and operational levels.

This is a highly visible role that will be trusted to deliver executive-ready analysis, reporting, and recommendations that shape our customer experience, drive operational performance, and strengthen business strategy.

• Client Ops Voice of the Customer & Contact Insights: Own reporting and analysis of support contact trends (Lodging, Rental Cars, Flights, Suppliers), surfacing customer pain points and elevating them into actionable insights.
• Data-Driven Strategy: Partner with the Director of Service Delivery & Strategy to shape Client Ops initiatives using KPIs, trend analysis, and ROI-driven recommendations.
• Forecasting & Trend Analysis: Monitor customer experience and operational KPIs, uncovering root causes for shifts in volume, contact drivers, or customer satisfaction.
• Cross Functional Partnership: Partner closely with leadership across Client Ops, Product, Technology, Finance, and Supply to ensure customer friction points are quantified, prioritized, and acted upon.
• Strategic Reporting & Analytics Frameworks: Own the reporting and analytics framework that informs strategic decisions, drives clarity, and strengthens accountability across the organization.
• Executive Analysis & Strategic Influence: Deliver executive-ready analysis and narratives that influence long-term customer experience, operational efficiency, and cost strategies.
• People Leadership: Lead and mentor two analysts within Client Ops, setting priorities, coaching on best practices, and elevating the function's overall impact.

• Ensure Client Operations teams have strong reporting infrastructure to track and manage performance daily, weekly, and monthly.
• Oversee the production and accuracy of core reporting on agent performance and operational health, empowering team leads and managers to act quickly on risks and opportunities.
• Champion data accessibility, accuracy, and usability, ensuring reporting serves both day-to-day needs and long-term strategic planning (e.g. AI & human handled reporting).
• Support frontline and operational leaders with actionable insights that improve decision-making, drive accountability, and sustain consistent execution across multiple contact types and verticals.
• Partner with Finance and Data teams to ensure Client Ops reporting maintains high data quality, reliability, and standardization across tools and dashboards.

• BA/BS degree required; advanced degree a plus.
• 8+ years of experience in business intelligence, analytics, or operations strategy (consulting, tech, finance, or customer operations preferred).
• 2+ years of people leadership experience, with a proven ability to coach, mentor, and manage analysts or BI team members.
• Strong knowledge of contact center KPIs, VOC programs, and customer experience analytics, ideally in hospitality, travel, or…