Manager, Engagement Management

About the company

We are a fast-growing team that values kindness, curiosity, accountability, teamwork, and a strong sense of work-life balance. The environment rewards people who take initiative, work autonomously, stay open to different viewpoints, and enjoy solving complex problems in a dynamic setting.

Role overview

The Manager, Engagement Management is an important member of the AI Expert Services team. In this role, you will lead consulting assignments that help clients improve business results, streamline operations, and achieve strategic goals. The position combines advisory work, technical program delivery, process design, stakeholder coordination, and implementation support.

Key responsibilities

• Run collaborative client workshops to define objectives, technical requirements, model setup, and integration design.
• Carry out research, diagnostic reviews, and stakeholder interviews to understand business goals, operating models, and performance issues.
• Spot opportunities to improve processes, strengthen organisational performance, and optimise operating practices.
• Create recommendations, improvement plans, and implementation roadmaps based on evidence and client priorities.
• Lead consulting engagements end to end, including scoping, planning, delivery, tracking, and reporting.
• Manage risks, schedules, resources, and expectations to support successful delivery.
• Coordinate cross-functional teams and keep technical and non-technical stakeholders aligned.
• Facilitate structured sessions to collect requirements, validate findings, and build agreement across stakeholders.
• Review existing systems, workflows, and processes to identify inefficiencies and improvement opportunities.
• Redesign and document stronger operating models and procedures aligned with industry best practices.
• Support adoption of new processes, organisational changes, and change-management initiatives.
• Track implementation results and guide teams toward sustainable outcomes.
• Help improve and standardise engagement methods, delivery frameworks, and consulting tools.
• Enhance internal processes to increase quality, efficiency, and scalability of consulting services.
• Share best practices and contribute to knowledge-building within the team.

Requirements

• Strong background in consulting, program delivery, or engagement management within a fast-paced environment.
• Experience leading workshops, gathering requirements, and working closely with customer stakeholders.
• Ability to analyse business processes, identify gaps, and propose practical improvements.
• Comfort managing delivery plans, risks, timelines, and cross-functional collaboration.
• Experience supporting implementation, change management, and operational redesign.
• Strong communication skills with the ability to engage both senior leaders and working teams.
• Bias for action, ownership, and adaptability in evolving situations.
• Interest in technical program delivery, process engineering, and continuous improvement.

Perks and benefits

• Competitive pay, which may include equity.
• Retirement savings support and an employee stock purchase plan.
• Flexible paid time off.
• Broad health coverage, including medical, dental, vision, life, and disability benefits.
• Family support such as fertility benefits and equal paid parental leave.
• Professional growth support through career pathing, learning platforms, and an annual learning stipend.
• An in-office experience designed to build community, team connection, and innovation.
• Volunteer opportunities and donation matching to support community involvement.
• Employee Resource Groups that offer supportive communities.
• A collaborative, transparent, and fun culture recognized as a Great Place to Work.

Additional information

Relocation support is not provided for this role.

Benefits may vary by location, and detailed country-specific benefits will be shared if an offer is extended.

About the employer

The company is a customer engagement platform that helps brands create more meaningful experiences through cross-channel messaging, journey orchestration, AI-powered decisioning, optimisation, and personalised engagement. It operates globally and has been recognised multiple times as a leading workplace and technology company.

Equal opportunity statement

The employer is committed to fair, accessible, and inclusive hiring. Applications are welcomed from people of all backgrounds, and candidates are encouraged to apply even if they do not meet every listed requirement.

Privacy notice

Candidate personal information is processed during recruitment in line with the employer’s privacy policy, and privacy rights may apply depending on location.