Manager, Member Support

As a Member Support Manager at Engine, you'll lead a blended team of internal Member Support Specialists, temp-to-hire associates, and BPO partner teams (team leads and agents) across voice, chat, and email. You own your pod's results on Customer Satisfaction (CSAT), Contacts per Hour (CPH), Quality, and Productive Adherence. You'll use data to find what's driving performance and coach to it. We're looking for a hands-on leader who models Engine DNA, does well during high-volume surges, and keeps finding ways to make the team more efficient, including with AI and automation. Our company is growing quickly, and we're looking for someone who acts with a sense of urgency, owns the results and helps develop our teammates.

Here's what you'll do:

• Be a positive force on the team with a "servant leader" mindset, helping individuals win while driving projects and initiatives to completion.
• Provide individual coaching and development for your direct reports. This includes 1:1s, call and case reviews, coaching hospitality and customer service skills, and helping teammates meet or exceed their monthly performance goals.
• Serve as the Engine lead for an assigned BPO pod. Partner with vendor supervisors to drive performance, process adherence, and accountability, including follow-through on coaching and corrective action.
• Onboard and develop new-hire waves through nesting. Track 30/60/90-day ramp goals and make temp-to-hire recommendations.
• Own your results on CSAT, CPH, QA, Productive Adherence, and SLA. Report them in the Weekly Business Review: what drove the result, action plans and what's next.
• Actively manage the team's incoming workflow by supporting and delegating through daily huddles and Slack.
• Partner with Workforce Management in real time: queue and backlog monitoring, extra hours and overtime incentives, shift swaps, and attendance/absenteeism management.
• Lead through high-volume events by being hands on and supporting where needed.
• Partner with QA on calibration, auto-fail trends, and DSAT root-cause analysis. Turn the findings into coaching plans you can measure.
• Find and escalate process and system friction, and lead or support projects that improve efficiency and the customer experience.
• Use AI and analytics tools (Grok Bot, Hex, Salesforce reports, conversation intelligence/sentiment) to work faster, automate manual tracking, and spot coaching opportunities.
• Handle escalations from Account Managers and clients. Approve compensation within your authority, and protect financial accuracy (e.g., invoice and date-change accuracy).
• Motivate and engage your team through recognition, contests, and incentives, including overtime and incentive programs during surges.
• Collaborate with other leaders across the company to develop new strategies and best practices.
• Manage team administration (time, PTO, 1:1 documentation, weekly updates, performance reviews), partnering with HRBP as needed.
• Conduct interviews and work with our in-house recruiting team and staffing partners to bring the best of the best onto our growing team.
• Take part in the Manager on Duty rotation, including some weekends.

Here's what we're looking for:

• 3+ years of people leadership in a contact center or customer support setting; experience managing through others (team leads/supervisors) preferred.
• Excellent people leader using relationship, coaching, and retention tools.
• Comfortable with contact center metrics (CSAT, CPH/productivity, QA, adherence, SLA, shrinkage, attrition) and able to explain what drove a result and what you'll do about it.
• Hands-on with reports; experience with WFM tools (e.g., Assembled), BI tools (Hex/Looker), and AI assistants is a plus.
• Experience leading through high-volume surges or launches of new lines of business.
• Naturally takes a solution-based approach to issue resolution.
• You are a time management guru and can work through your day, week, and month effectively.
• Forward thinker with the creativity to develop new ideas and implement proven methods for the team.
• Able to work quickly and efficiently while still being thorough.
• Excellent active listening skills.
• People- and results-driven with a bias toward action.
• Eager to learn and keep developing yourself for the team.
• Experience in the hospitality or travel tech industry a plus!