Manager, Engagement Management (NYC)

Responsibilities
Lead and grow a team of Engagement Managers, including hiring, coaching, and performance management, and allocate projects and accounts based on capacity, complexity, and customer priority
Own team-level KPIs across the portfolio, including on-time delivery, time to go-live, account health, and customer satisfaction
Oversee complex enterprise implementations from kickoff to live deployment, reviewing project plans, milestones, and risks, and stepping in to unblock delivery when needed
Serve as the escalation point for high-stakes client situations, leading executive conversations, managing scope changes, and turning at-risk accounts around
Build and continuously improve delivery playbooks, project templates, and health-tracking processes to drive consistency, efficiency, and scale
Work closely with Solution Architects, Engineering, and Product to align on resourcing, scope, and technical priorities, and bring structured customer feedback into the product roadmap
Provide clear reporting on delivery status, portfolio health, and risks to the Head of Delivery and leadership
Own team-level metrics such as time-to-live, on-time delivery, account health, CSAT, and retention. Report on them to leadership and turn them into improvements
Own, maintain, and develop templates in project management tools

Requirements
5+ years of experience in engagement management, implementation, professional services, or client-facing project management, with a proven track record of delivering enterprise projects
2+ years of experience directly managing a team of engagement managers, implementation managers, or project managers in a B2B SaaS environment.
Strong people leadership: experience hiring, coaching, and developing individual contributors into a high-performing team
Experience owning portfolio-level delivery and account health metrics, and using data to drive decisions
Experience creating playbooks and operational processes that scale a delivery function
Ability to converse intelligently about complex technical solutions and coordinate effectively with solution architects and engineers. Strong command of project tools (e.g., Jira, Monday.com)
Experience with SaaS offerings is required. Experience in healthtech, managing health system clients, or with conversational AI is a significant advantage.
Excellent written and verbal communication skills, with the ability to convey value to both technical and non-technical audiences