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Leads internal, temporary, and BPO customer support teams across voice, chat, and email. Owns CSAT, productivity, quality, adherence, SLA, and staffing performance; coaches employees, manages escalations, supports hiring and onboarding, partners with workforce management and QA, and leads process-improvement initiatives. The manager also uses analytics, AI, and automation tools to improve efficiency and customer experience, manages team administration, and participates in a weekend Manager on Duty rotation.

Generate and qualify sales opportunities through high-volume cold calling, LinkedIn and email prospecting, lead research, targeted outreach, pipeline development, and follow-up. Maintain accurate CRM records, collaborate with account executives, sales managers, and marketing, stay current on product and industry knowledge, and meet performance KPIs. The role offers an advancement path to account executive for high performers.

Own and grow an enterprise advertising account portfolio across hotel chains, property management groups, and destination marketing organizations. Drive renewals, upsells, cross-sells, and new-logo sales; develop ROAS-focused media proposals; coordinate campaign launches with Product and Engineering; monitor performance and optimize campaigns; lead QBRs; maintain Salesforce pipeline accuracy; and represent Engine in partner meetings and industry events.

Build and maintain engineering-led business systems supporting CRM, revenue operations, sales, and growth. Develop integrations, internal tooling, automations, and AI-powered production workflows across the modern go-to-market stack. Write and deploy code through Git and CI/CD, collaborate with non-engineering stakeholders, evaluate no-code and low-code solutions, and establish maintainable release practices for a growing Business Systems team.

Own end-to-end account-based marketing programs for Engine’s Omni and OBT products. Responsibilities include account targeting, personalization, creative asset production, paid campaigns, gifting and direct mail, account research, pipeline reporting, and sales partnership. The role requires building scalable ABM playbooks, influencing strategic enterprise opportunities, analyzing campaign performance, and improving adoption among partner acquisition teams.

Owns ongoing enablement for partnership and supply teams, including everboarding, certifications, training, playbooks, knowledge management, rollout support, tool adoption, and performance measurement. The role partners closely with business leaders and cross-functional teams to improve partner acquisition, activation, conversion, and growth. It emphasizes AI-first content creation, facilitation, stakeholder management, and travel of approximately one week per month.

Owns ongoing revenue enablement for Engine’s Groups business after onboarding. Designs everboarding programs, certifications, playbooks, AI-powered training, role-plays, and coaching. Partners with Groups leadership, managers, Product, Product Marketing, and Revenue Operations to improve sales performance and launch readiness. Measures enablement impact through adoption, conversion, revenue per rep, and repeat business metrics. Requires strong facilitation, stakeholder management, sales methodology, adult learning, and data-driven coaching skills.

Lead implementation strategy and customer rollouts for major B2B opportunities, partnering with Sales, Account Management, Product, and Engineering. Manage and coach Implementation Managers, oversee deployment milestones, deliver customer training, drive product adoption, remove implementation blockers, and establish scalable onboarding processes. Serve as the senior implementation voice for strategic customers and ensure smooth transitions to Account Management.

Own acquisition and GMV growth for Engine X, a business credit card product. Build scalable acquisition programs across paid, lifecycle, partnerships, sales-assist, content, and organic channels. Lead experimentation, positioning, analytics, cross-functional collaboration, and AI-enabled growth initiatives. Establish the acquisition model, identify high-performing channels, guide investment decisions, and help scale the growth team and infrastructure.

Leads and scales Engine’s channel partnerships team, owning partner-sourced growth from prospecting through signing, activation, and handoff. Builds vertical-specific partnership playbooks, manages pipeline discipline and forecasting, negotiates referral, co-sell, and co-marketing agreements, and personally closes complex enterprise deals. The role hires and develops channel talent, drives cross-functional execution with Sales, Marketing, Finance, and Legal, and ensures partnerships generate measurable revenue.