Job Description

About Engine Engine is the AI-native platform for intelligent travel. For a decade, Engine has built the proprietary technology and supply behind modern business travel, serving over 38,000 customers and nearly 2 million travelers, along with leading travel and AI companies that build on Engine's infrastructure. One system powers business travel, group travel, human agents, and AI agents. That work has earned recognition as one of Fast Company's Best Workplaces for Innovators (2025), TravelTech's Reservation Platform of the Year (2026), and one of Built In's Best Places to Work (2020–2026). We're looking for bold, ambitious people to help redefine how businesses manage and experience travel. Working here, you can expect exponential growth, an ambitious pace, full ownership, and high-caliber colleagues who push you to do the best work of your career. Every hire raises the bar. Come outpace the ordinary and build the future of travel with us. Role Overview As a Training Coordinator at Engine, you will play a critical role in facilitating learning programs, developing engaging training content, and serving as a Subject Matter Expert (SME). Beyond delivering training, you’ll actively monitor performance to identify low performers and build targeted action plans. You are expected to provide top-tier customer service, make autonomous resolution decisions confidently, and directly support customer/corporate contacts via phone, email, and chat when needed. Key Responsibilities 1. Training Delivery & Performance Management - Facilitation & Content Development: Deliver engaging new hire and upskilling sessions using standardized agendas and trainer guides. Build content as needed while strictly adhering to established workflows and policies. - Performance Oversight: Monitor performance metrics, identify low performers, and create actionable improvement plans to ensure team standards are met.

- Classroom & Behavioral Governance: Proactively manage classroom dynamics, reset expectations professionally, and escalate persistent behavioral issues to the Training Manager via designated channels. - Subject Matter Expertise: Serve as an SME during training initiatives and assist with operational testing. - Self-Management: Manage personal training commitments and determine optimal courses of action based on established guidelines. 2. Escalations, Approvals & Support Operations - Direct Member & Partner Support: Step in to assist members via phone, email, and chat to manage reservations and resolve complex issues with corporate contacts using a positive, professional tone. - Autonomous Decision-Making: Confidently make contact resolution decisions with minimal guidance. - Team Collaboration: Active partner and support system for direct team members, agents on other teams, and peer partners throughout your shift. - Meticulous Record-Keeping: Maintain detailed, precise notes on all member and partner interactions to ensure seamless operational continuity across teams. Requirements Must-Have Qualifications - Experience: 1+ years delivering training within a BPO or high-volume call center environment or teaching experience. - Technical Proficiency: Expert-level command of Zoom, Google Workspace, LMS platforms, and project management tools (Asana preferred). Strong dexterity navigating multiple online portals and operating systems smoothly. - Analytical Skills: Ability to interpret QA and CSAT data to identify performance gaps, flag operational trends, and propose actionable solutions. - Communication & Collaboration: Exceptional verbal and written communication skills with the ability to simplify complex technical processes into digestible steps. - Accountability & Conflict Management: Proven track record of meeting strict deadlines, adhering to rigid reporting protocols, and resolving conflicts calmly and efficiently.

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