Manager, Engagement Management

Introduction

Manage global onboarding engagement managers

Job Responsibilities

Lead & develop the EMEA EM team (≈80%) 

• Coach, grow, and performance-manage a distributed team; prioritize internal mobility and cohesion across regions. 
• Oversee capacity and utilization: assign onboardings, forecast, and manage time in Kantata; ensure EMs meet ~60% utilization. 
• Maintain operational cadence: project hygiene, EOM finance, holiday approvals, and leadership updates for customer continuity. 
• Champion continuous improvement: lead/co-lead transformation initiatives; promote product expertise and cross-training; share best practices. 
• Elevate outcomes: improve time-to-value, project progression, CSAT ≥ 4.0, and new-hire time-to-productivity (target ~60% customer engagement by months 3–4). 
• Be involved with & help drive the P&L on the Services team - including items around forecasting, team billability, & existing customer services sales.  

Engage directly with customers, leading onboardings (≈20%) 

• Own a focused onboarding portfolio from sales handoff to go-live; manage scope, risk, timelines, and stakeholder expectations. 
• Serve as an executive-level escalation point; communicate with clarity and confidence to both technical and non-technical audiences. 
• Promote adoption and value using Microsoft Teams, Salesforce, Kantata, Zendesk, Jira, Clickup and Gainsight. 

Cross-functional & regional collaboration 

• Partner with Sales, CSMs, Product, Engineering, Strategy Consultant and Solution Architects  to deliver structured onboarding programs with well-defined goals and timelines, tailored to both Optimizely One and regional needs. 
• Champion high-quality scoping (T&M/fixed) and help expand/attach services where appropriate. 
• Significant experience in developing and managing complex project plans. 

Knowledge and Experience

• 7+ years of project management and strategy experience, including 4-5 years as a Team Lead or manager in SaaS/PaaS with global client delivery. 
• PMP, PMQ or PRINCE2 certification required. 
• In-depth knowledge of Optimizely’s products, especially Opal and core platforms. 
• Strong requirements discovery and complex project planning skills; mastery of Agile, hybrid, and Waterfall methodologies. 
• Decisive leadership and executive-level communication skills; ability to translate technical and business concepts clearly for all audiences. 
• Proven advocacy for team interest confidently represents, influencing, and pushing back to ensure the best outcomes for both team and organization. 
• Track record of cross-functional collaboration (Sales, Engineering, Marketing, Product). 
• Demonstrated technical fluency in artificial intelligence (AI), including a strong understanding of AI concepts, applications, and best practices relevant to SaaS/PaaS environments. Able to effectively evaluate, implement, and manage AI-driven solutions that support business objectives and enhance client outcomes. Experience collaborating with cross-functional teams to integrate AI technologies into project workflows and deliver measurable results. 
• Experience scoping and selling (services attach/expansion) is highly valued. 
• Excellent problem-solving, critical thinking, and analytical skills; resilient under shifting priorities. 
• Technical fluency in Experimentation, A/B testing, CMS, cloud, B2B/B2C commerce, and web technologies (HTML/CSS/JavaScript). 
• Tools: Microsoft Teams, Salesforce, Kantata, Copilot, Click up, Zendesk, Jira, Gainsight. 
• Travel up to 25% 
• Excellent verbal and written English. Clear, concise, and influential communication is essential. 
• Bachelor’s degree strongly preferred or equivalent experience 

Education

Associate's degree w/ experience or BS w/o experience

Competencies